User Researcher

User Researcher
Location: Mostly remote, 2x a month in Telford
Day Rate: £380/day, Inside IR35
Duration: 6 months, with potential extension
Sector: Public

We're seeking a User Researcher to join a multidisciplinary team supporting a national tax authority's fraud prevention programme and the ongoing evolution of a key citizen-facing security service.

The immediate focus is on understanding and improving user journeys into the service, particularly via existing digital account channels. You'll help uncover user needs, identify barriers to adoption, and provide evidence-based recommendations that inform future service improvements and investment decisions. The engagement may expand into broader research and service design activities.

Key Responsibilities:

• Plan and conduct user research activities across discovery and design phases
• Analyse existing research, service data and stakeholder insight
• Understand user behaviour and routes into the service
• Develop journey maps, personas and research artefacts
• Identify user needs, pain points and opportunities for improvement
• Support testing and validation of design concepts and prototypes
• Present findings and recommendations clearly to stakeholders
• Collaborate closely with product, design, business analysis and delivery colleagues

Essential Skills:

• Proven experience delivering user research within multidisciplinary Agile teams
• Strong qualitative research skills, including interviews and usability testing
• Experience synthesising research findings into actionable recommendations
• Ability to communicate effectively with a wide range of stakeholders
• Experience creating journey maps, personas and insight reports
• Strong analytical and problem-solving skills

Desirable: Government or highly regulated sector experience, familiarity with GDS standards and user-centred design, experience with digital identity/security/fraud prevention services, discovery and service transformation experience.