User Researcher

Job Description:

• User Researcher (SC Cleared)
• Telford or Worthing (Hybrid - 2 days/week on-site)
• £415 per day (Inside IR35)
• 4 Months initially (Discovery Phase)

We are looking for an experienced User Researcher to join a major public sector transformation initiative. In this role, you will lead research activities for the Agents workstream, taking ownership during a critical four-month Discovery phase.

You will focus on understanding how professional agents interact with Self Assessment and CESA services, uncovering user needs, behaviors, and pain points to ensure future product, service, and technical decisions are built on a solid evidence base. Working within a multidisciplinary Agile environment, you will collaborate closely with Product Managers, Service Designers, Business Analysts, and Architects.

• Plan, design, and deliver end-to-end research activities, selecting appropriate qualitative and quantitative methods to map current state vs. future state capabilities.
• Engage with a diverse range of agents, including large-scale organizations heavily reliant on legacy CESA functionality.
• Partner with Service Designers and Product Managers to map user journeys, test emerging concepts, and validate core assumptions.
• Translate complex findings into clear, actionable outputsincluding research reports, insight packs, personas, user needs, and journey maps.
• Serve as the voice of the user across the programme, ensuring evidence-based insight shapes architectural and design choices.

• Proven track record as a User Researcher delivered within complex digital transformation programmes and multidisciplinary Agile teams.
• Hands-on experience across full-lifecycle research methods: contextual research, usability testing, requirements discovery, and journey mapping.
• Strong facilitation skills across workshops and stakeholder/user interviews.
• Commitment to accessibility and inclusive design standards.
• Experience working within Government Digital Service (GDS) environments and service standards.
• Active SC Clearance.

• Domain knowledge of Self Assessment, CESA, or agent services.
• Direct experience working on complex legacy system modernization projects.

£400.00 - £415.00 / day

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