User Researchers design, organise, participate in and carry out user-centred research. They develop a deep understanding of the users and advocate for recommendations that improve the user’s experiences with the service. They use research findings to solve problems for the user and the team/Agency. They may contribute to the creation of prototypes for user testing. Dedicated and experienced User Research professionals are required to lead and inspire our teams, to deliver evidence lead, effective and accessible, connected Government products and services, such as, but not limited to Digital ID and myGov. The role requires application of best practice research methodology to support multi-disciplinary teams working through the Whole of Government Service, Design and Delivery process (SDDP). Requirements Key duties and responsibilities A. Duties may include some or all of the following: i. lead and manage the delivery of user research projects and usability testing ii. lead and guide a team to develop research artefacts iii. lead and facilitate user research workshops and discussions with customers to gain critical information required to improve customer experience iv. analyse and synthesise complex findings to understand user experience, needs and motivations leading to the creation of insights and opportunities v. transform complex findings into impactful and actionable artefacts across a variety of formats to inform decision-making vi. develop and manage effective relationships within the agency, share insights and opportunities to achieve positive results vii. work as part of an Multi-Disciplinary Team (MDT) to deliver outcomes viii. work as part of an MDT to lead and deliver evidence to support outcomes B. The following knowledge / qualifications are desirable: i. More than 5 years experience in user research ii. Extensive knowledge and understanding of: a. Human-centred design, research ethics, and diversity and cultural sensitivities b. Different user research methods and when to apply them c. Relevant business systems and tools
