User Researcher

User Researcher - Digital Customer Experience

Manchester | Hybrid - 3 days per week on-site £60,000-£75,000 + benefits | Permanent

🔎 Put users at the heart of what gets designed.

We're looking for an experienced User Researcher to join a growing Digital Customer Experience practice and help shape services that genuinely meet the needs of the people who use them.

You'll work across complex transformation programmes, using research, evidence, data and emerging AI tools to uncover insight, influence decisions and improve digital products and services.

This is an opportunity to take user research beyond data collection - becoming a strategic storyteller and trusted voice for the user.

What you'll do

• Lead user research across discovery, design and delivery
• Choose and apply the right qualitative, quantitative or mixed-method approach
• Run interviews, observations, diary studies, usability testing and surveys
• Work closely with designers, product managers, developers and stakeholders
• Use prototypes to test assumptions, hypotheses and user journeys
• Synthesise research into clear, actionable insights
• Present findings and influence evidence-based design decisions
• Explore AI-enhanced research methods to increase efficiency and scale
• Help ensure AI-enabled services remain ethical, inclusive and genuinely user-centred

What we're looking for

• Strong hands-on User Research experience across the product/service lifecycle
• Experience working with GDS service standards and design principles
• Excellent qualitative and/or quantitative research capability
• Strong storytelling, facilitation and stakeholder management skills
• Experience working in agile, multidisciplinary teams
• A portfolio demonstrating how your research has influenced products, services or decisions
• Confidence working with prototypes and translating insight into action
• An interest in how AI is changing the future of user research

🌟 Why join?

You'll work alongside talented designers, researchers, technologists and strategists on complex transformation challenges - with the opportunity to shape how organisations understand and design for their users in an increasingly AI-enabled world.

You'll also have access to extensive learning and development opportunities, professional certifications and flexible hybrid working.

🔐 Security Check (SC) clearance is required, including continuous UK residency for the last five years, alongside the relevant eligibility requirements.

Ready to put users at the centre of the future?

If you're a User Researcher who enjoys uncovering insight, challenging assumptions and turning research into meaningful change, we'd love to hear from you.

Apply now