User Researcher

About Guide Dogs NSW/ACT

Guide Dogs NSW/ACT dedicates itself to assisting individuals with low vision or blindness by crafting tailored solutions to overcome challenges and promote independent, fulfilling lives. United by a shared mission, they advocate for accessibility and inclusivity, championing the rights of their clients and building communities with these values. Their culture emphasizes innovation, learning, flexibility, belonging, and encourages employees to thrive both professionally and personally.

Role Purpose

The User Researcher role supports the Client Technology Project at Guide Dogs NSW/ACT by leading human-centered research during pilot phases. Responsibilities include participant engagement, research planning, conducting interviews and surveys, co-design activities, data gathering, analysis, and reporting to understand client needs, evaluate concepts, and guide project decisions.

Key Responsibilities

• Identify and recruit appropriate participants for three pilot programs, collaborating with internal teams.
• Manage participant pipelines, consent protocols, and scheduling across multiple simultaneous projects.
• Engage clients thoughtfully, professionally, and with accessibility in mind.
• Create interview guides, survey instruments, and research strategies aligned with pilot goals.
• Conduct individual interviews, small group discussions, and surveys ethically, consistently, and accessibly.
• Gather initial and follow-up data to assess changes in client confidence, experience, and outcomes.
• Synthesize qualitative data into clear themes, insights, and design principles.
• Analyze survey and cohort data to detect patterns in barriers, motivations, usage, and impact.
• Convert research findings into actionable insights supporting project decision-making.
• Organize and facilitate co-design sessions to validate ideas and refine strategies.
• Document co-design results and translate them into precise briefs.
• Prepare concise written summaries, reports, and recommendations.
• Communicate research updates, risks, and key findings promptly and accessibly.
• Create practical, evidence-based deliverables tailored to stakeholder requirements.
• Apply accessible research methods tailored for clients with low vision or blindness.
• Ensure confidentiality, consent adherence, and respectful participant engagement throughout all activities.

Required Experience

• Proven experience in user research, qualitative studies, service design research, or human-centered design methodologies.
• Skilled in designing and leading interviews, surveys, workshops, or co-design sessions.
• Ability to engage diverse participants with respect and sensitivity.
• Competence in synthesizing data into clear insights and actionable recommendations.
• Strong written communication skills for preparing reports and briefing documents for various audiences.
• Excellent organizational skills managing multiple research tasks, participant schedules, and deadlines.
• Sound judgement regarding confidentiality, consent, and ethical research principles.
• Collaborative approach working with teams and stakeholders to translate research outcomes into practical action.

Preferred Experience

• Background working with clients or community members in health, disability, aged care, nonprofit, or human services sectors.
• Experience researching technology adoption, digital inclusion, assistive technology, or client experience.
• Knowledge of accessible and inclusive research practices.
• Familiarity with research tools, survey platforms, data analytics, or customer insight systems.
• Experience producing recommendations to guide pilot evaluations, investment decisions, or service enhancements.

Employee Benefits

• Competitive salary package commensurate with experience including tax-free salary packaging up to $15,900.
• Access to Employee Assistance Program providing counseling support.
• Two paid "Me Days" annually to support health and wellbeing.
• Paid Parental Leave offering 15 weeks after qualifying period to bond with new child.
• Option to purchase up to four additional weeks leave each year.
• Employee benefits and Reward and Recognition programs.
• Annual flu vaccinations.
• Support for professional development including paid study leave and educational assistance.
• Opportunity to contribute to an organization making meaningful societal impact.

Guide Dogs Core Values

• Client-centric approach in all activities.
• Integrity and accountability: following through on commitments consistently.
• Balancing thoughtful planning with compassion to achieve impactful outcomes.
• Encouraging and uplifting colleagues to unlock their full potential.
• Continuous innovation and fearless exploration to find better approaches.

Diversity and Inclusion Statement

Guide Dogs NSW/ACT embraces inclusivity reflecting its clients and the wider community. They are committed to a workplace where everyone is valued, treated fairly, and respected. Equal opportunities are offered irrespective of disability, gender or identity, race, religion, sexual orientation, age, marital status, carer responsibilities, or political beliefs.

If candidates require adjustments during the hiring process, they are encouraged to communicate their preferred methods.