User Researcher

Position Description:

Your future duties and responsibilities:

• In this role, you will lead and deliver user research activities that help shape and improve digital public services across UK government programmes. You’ll work closely with designers, product managers, developers, and stakeholders to uncover user needs, identify service pain points, and ensure solutions are inclusive, accessible, and aligned with Government Digital Service standards. Your insights will directly influence service design decisions and contribute to the successful delivery of user-centred outcomes. You’ll have the opportunity to take ownership of research strategies and methodologies, applying both qualitative and quantitative approaches to generate actionable insights. Working in collaborative multidisciplinary teams, you’ll advocate for users throughout the service lifecycle while helping to foster a culture of continuous improvement, innovation, and evidence-based decision making. Key responsibilities: • Lead & Deliver user research activities across government digital services • Conduct & Analyse qualitative and quantitative research using a range of approved methods • Develop & Present research findings, personas, empathy maps, and user journey insights • Collaborate & Influence multidisciplinary teams and stakeholders to embed user-centred design • Support & Guide service assessments aligned to Government Service Standards • Champion & Improve accessibility and inclusive research practices aligned to WCAG 2.2AA • Identify & Address user pain points and opportunities for service enhancement • Ensure & Maintain ethical research practices, privacy standards, and compliance requirements

Required qualifications to be successful in this role:

• To succeed in this role, you should have strong experience delivering user research within UK government or public sector environments, with a solid understanding of Government Digital Service standards and accessibility requirements. You’ll bring excellent communication and stakeholder management skills, alongside the ability to translate complex research findings into meaningful service improvements. Experience working within agile multidisciplinary teams and advocating for user-centred design approaches is essential. Essential qualifications and experience: • Proven experience conducting user research within a UK government environment • Strong understanding of the GOV.UK Service Manual, Government Service Standards, and Design Principles • Knowledge of WCAG 2.2AA accessibility standards and inclusive research practices • Experience using qualitative and quantitative research methods • Ability to analyse and synthesise research findings into actionable recommendations • Strong stakeholder engagement and influencing skills • Experience working within agile, multidisciplinary delivery teams • Excellent written and verbal communication skills • Understanding of ethical research practices, consent, and data privacy requirements • Practical experience using AI tools that improve service delivery, applying judgement about their appropriate use in user-centred, accessible and evidence-led public services is also highly desirable. #LI-RJ1

Skills:

• Human Centered Design
• Qualitative user research

What you can expect from us: