DfT/119/17/DVLA. User Researcher

Driver and Vehicle Licensing Agency

Closing date: 1 Mar 2017

Reference number



24,876 - 25,965


Executive Officer

Contract type


Business area

Other - SMO - Service Management Office

Type of role

Customer Insight

Working pattern

Flexible working, Full-time, Part-time, Job share



Number of posts



Swansea, Wales, SA6 7JL

About the job

Job description

We're looking for an experienced and passionate User Researcher to join our team here at the DVLA.

Working in a collaborative culture, the User Researcher role will play a key role to inform and inspire the user experiences we create, ensuring they're useful, usable and valuable for our customers.

If you are passionate about users’ behaviour and have strong interpersonal skills, this is a great opportunity to join a team of enthusiastic people who want to make a difference.

You will be happy working independently or as part of a team and you'll interpret your findings into clear actionable insights and recommendations.

Key Responsibilities:

• Working with team members and service managers to advocate and devise appropriate research strategies to generate a good understanding of user needs, generate focused insights and to help convert concepts into high quality stimulus material
• Supporting more senior team members in the planning, designing and conducting of in-house user research to support the design and development of services at all stages of development from initial concept through to continuous improvement.
• Conducting thorough analysis and recording research so that it is shareable and traceable
• Effectively communicating the insights gained from user research to the entire product team so that they share a strong understanding of the end user perspective and an empathetic view of their users, including regular reporting, presentations at show and tells, designing and maintaining research outputs on the team wall and more.
• Leading the usability testing process from developing user recruitment briefs through to test moderation, analysis and report writing
• Working closely with designers and developers to turn user data into actionable product/service requirements that feed into prototype development, and influence product direction
• Working closely with analytics team to create a rich picture of user behaviour to tell the full story of how and why people use our services

Required Skills & Experiences.
Ideally you will be able to demonstrate the following skills and experiences:

• Experience of gathering feedback on new and developing digital services
• Experience of conducting in-house usability testing sessions
• Strong passion for user research with an extensive portfolio of research work
• Experience of a variety of testing methods to determine customer insights
• Experience of working with design team to turn user testing data/research into prototypes.

You must have a detailed understanding of how important user insight is in creating great experiences for our customers.

You will be able to show a strong portfolio of research work and have a Market Research Society (MRS) certification in market and social research (or achieve within 12 months).

It would be great if you had a degree in HCI/Usability/Cognitive Psychology/Market Research or related field, or a certification in a UX/User Research or related field.

We feel to be a success in this role you need to bring exceptional observation and communication skills along with an ability to influence.

Essential – Market Research Society (MRS) certification in market and social research (or to achieve within 12 months)

This role requires frequent travel across the UK with overnight stays.

For your personal statement please provide detailed evidence of how you meet the requirements of the role using the job advert and role profile as a guide for your response. (maximum 1200 words)

Please note that any part of the Role Profile could be tested at sift/interview.

Candidates successful at the sift stage will be required to present a portfolio of their user research experience at interview.



Civil Service pension schemes may be available for successful candidates.


Besides the rewarding nature of the job itself, the benefits that come with it are excellent.

The package includes generous leave entitlement, attractive pension options, flexible working and other policies to enable a good work/life balance, including beneficial childcare arrangements.

You'll also benefit from our commitment to nurturing and developing talent.

Things you need to know


Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

If successful and transferring from another Government Department a Disclosure and Barring Security Check may be carried out.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.


Candidates in their probationary period are eligible to apply for vacancies within this department.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

Sift/interview dates and location

The sift is due to take place 02/03/2017

Interviews/assessments are likely to be held on the 22/03/2017and 23/03/2017

Whilst we will endeavour to meet the dates set out in the advert there may be occasions when these dates will change. Those candidates invited to assessment will be provided with sufficient notice of confirmed dates.

Further information

Please see attached candidate notes

The Department may hold a merit list for up to twelve months from which future vacancies may be filled, should additional successful candidates be identified during the selection process.

If appropriate, your application form and selection information may be shared with additional vacancy holders across the Department and its Agencies.

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