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.