User Experience Researcher
BetStop Taskforce
APS 6
The Australian Communications and Media Authority (ACMA) is an independent Commonwealth statutory authority responsible for the regulation of broadcasting, radiocommunications, telecommunications and some online content.
This work underpins our vision for a connected, informed and entertained Australia.
About the role
As an APS 6 User Experience Researcher in the BetStop Taskforce, you will be responsible for undertaking research and providing insights to help shape improvements to the BetStop service.
Supporting an EL1 Research and Engagement Lead, you will apply user-centred design principles and practices to analyse registrant journeys, identify pain points (for both registrants and any nominated support people), and recommend actionable, data-driven improvements to ensure the registration process is accessible, efficient, and intuitive for all Australians.
In this role you will:
- Develop user personas and journey maps to identify and visually document how different users, including support people, navigate the BetStop service and where they encounter friction or other challenges.
- Plan and conduct targeted qualitative and quantitative user research (e.g., user interviews, usability testing, and surveys) to evaluate the effectiveness of the BetStop registration process, and to help improve our key messaging for diverse user groups (across the website, support resources, and via promotional materials).
- Assist the EL1 lead in developing new resources and public communications materials, presenting research findings to key stakeholders, and making recommendations on potential improvements to the BetStop service.
- Work closely with colleagues across the BetStop Taskforce, BetStop & Gambling Compliance Section, and the BetStop operator to advocate for – and help embed – user-centred design thinking and practices as part of our ongoing improvements to the BetStop service.
- Contribute to the ACMA’s corporate and strategic priorities and goals as set out in the ACMA’s corporate plan and relevant business plans, including by promoting the ACMA’s values and culture.
This is an ongoing role. Following completion of the taskforce in 2027, the successful candidate will continue to provide qualitative and quantitative research and analysis to inform the ACMA’s ongoing promotion and continual improvement of the BetStop service, as well as providing other user research services within the ACMA’s Gambling & Digital Platforms Branch.
Our ideal candidate
We are seeking an enthusiastic and experienced Researcher who has:
- a deep understanding of user-centered design frameworks and inclusive design practices
- proven experience in qualitative and quantitative user research, including to inform improvements to digital products like websites, apps or software
- strong interpersonal skills and comfort working within fast-paced multidisciplinary teams
- awareness of, and ability to advise on, the Web Content Accessibility Guidelines (WCAG) and the Australian Government’s Digital Experience Policy and its related standards.
Candidates with an existing understanding of the Australian interactive wagering landscape, and practical experience conducting research with people experiencing gambling or similar harms (including among vulnerable populations) will be highly regarded in this process.
To be eligible for employment with ACMA, applicants must be an Australian citizen.
Technical assistance: For questions relating to the online lodgement of your application, please email [email protected] before the closing date.
