We are looking for a skilled User Researcher to join a multidisciplinary Agile Scrum team, supporting a critical discovery phase focused on understanding user needs, identifying pain points and shaping the future of complex digital services.
This is an excellent opportunity to contribute to a high-profile digital transformation programme, working alongside Product, Design, Research and Technical teams to ensure future services are informed by robust user insights and evidence-based recommendations.
Key Responsibilities:
- Plan, design and deliver user research activities throughout the discovery phase.
- Conduct qualitative research, user interviews, usability testing and stakeholder engagement sessions.
- Identify user needs, behaviours, challenges and opportunities for service improvement.
- Analyse and synthesise research findings into clear, actionable insights and recommendations.
- Collaborate closely with Service Designers, Interaction Designers, Content Designers, Business Analysts and Product Managers.
- Support the development of user journeys, personas and service improvement opportunities.
- Facilitate workshops and present research findings to business, technical and programme stakeholders.
- Ensure user needs remain central to decision-making and future service design.
- Contribute to discovery outputs, options assessments and recommendations for subsequent delivery phases.
Skills & Experience Required:
- Proven experience as a User Researcher within Agile/Scrum delivery environments.
- Strong background conducting user research for complex digital services or transformation programmes.
- Demonstrable experience planning, conducting and analysing research during discovery phases.
- Excellent qualitative research, interviewing and usability testing skills.
- Strong stakeholder management, communication and workshop facilitation capabilities.
- Ability to translate complex research findings into meaningful insights and practical recommendations.
- Experience working within multidisciplinary digital teams.
- Strong understanding of user-centred design principles and research methodologies.
- Experience researching complex transactional services, digital platforms or integrated service environments.
Desirable Experience:
- Previous experience working on government or public sector digital transformation programmes.
- Familiarity with Government Digital Service (GDS) standards and user-centred design approaches.
- Experience researching services within large, complex or highly regulated organisations.
- Understanding of accessibility, inclusive research practices and diverse user needs.
- Experience supporting service design and product decisions through evidence-based research.
