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Customer Insight Officer

My client, a national disability charity based in north London, are looking for a Customer Insight Officer to start immediately in a 6-month fixed term contract.
 
Purpose of Role:
The overall objective is to ensure that information content is produced that meets the needs of those who use it. This will be achieved by conducting user research to establish information and advice needs, and then by user testing the resulting content. Research includes qualitative, quantitative and desk research. The audiences for the information content include visitors to the website and online community, customers of the charity's services, and advisers working in those services.
 
Main responsibilities and accountabilities:
Research the information and advice needs of charity customers and staff for specific subject areas that are aligned to the charity's organisational strategy.  
Produce documented user needs and related acceptance criteria that will be used to quality assure information content as it is produced.
Assist the Information Architect to organise user needs into a meaningful structure.
Communicate research results to others involved in the content production process, including the policy team, subject experts and the content producer.
Assist the content producer and the subject expert to decide on the content to be produced to fulfil the user needs and meet the acceptance criteria. This can include prototyping to establish which type(s) of content work best.
Test the content produced with customers and charity advisers for comprehension and completeness.

 
The ideal candidate will have:
Experience in the social research sector
Understanding and experience of qualitative and quantitative research methods
Experience of undertaking all aspects, stages and tasks required throughout the life cycle of a research project
Understanding of the social model of disability  
Understanding of project management techniques
Experience of Agile projects, ideally using KanBan

 
If this sounds like the perfect role for you, please get in touch:
james.etheridge@harrishill.co.uk   02078207312

How to Apply

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