Lead User Researcher

Overview

In this role, you will lead user research for public sector services, guiding agile teams with evidence-based insights that shape strategy and delivery. You’ll work with cross-functional colleagues to embed a user-first mindset and contribute to service strategy across Discovery to Live stages. The position offers the chance to improve everyday government services through inclusive, accessible design. Join a global design studio within a consultancy that values experimentation and impact.

Pay / Benefits

• flexible work options
• learning and development opportunities
• wellbeing and inclusivity
• equal opportunity employer
• mentoring and professional growth

Responsibilities

• Plan, lead and deliver user research across Discovery, Alpha, Beta and Live phases
• Use qualitative and quantitative methods (interviews, usability testing, surveys, journey mapping) to surface behavioural insights
• Create outputs like problem statements, journeys, personas, and pain point maps
• Translate insights into backlog priorities and design recommendations for product strategy
• Collaborate with BAs and UX/UI designers to ground solutions in user data
• Support design iterations by testing concepts and touchpoints
• Communicate findings via reports, presentations, and stakeholder sessions
• Facilitate workshops and show-and-tells to align cross-functional teams
• Foster a user-first culture within agile teams and ensure accessible research practices (WCAG)
• Mentor junior researchers and contribute to Tangity’s research toolkit and practices
• Lead design solutions for high-impact projects with strategic oversight
• Maintain client relationships through proactive insights and recommendations

Key requirements

• 5-8+ years of hands-on user research or related fields
• Bachelor’s or Master’s degree in User Research, Psychology, HCI, Anthropology, or related field
• Extensive experience leading research in complex digital services in agile environments
• Strong portfolio showing impact of research on service or product outcomes
• Proficiency with usability testing, depth interviews, journey mapping, personas
• Comfort presenting findings to senior stakeholders and advocating for users
• Working knowledge of GDS service standards and digital service design
• Strong understanding of inclusive design and WCAG 2.2
• Eligible for SC clearance (British citizen or equivalent, with 5 years UK residency)
• Nice to have: experience with UK government/local authority services, GOV.UK design system familiarity, analytics and behavioural data, service blueprinting

• excellent communication
• leadership and mentoring
• stakeholder advocacy
• research methods (usability testing, depth interviews, journey mapping, personas)
• qualitative and quantitative analysis
• service design principles

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