User Researcher in Telford

As a User Researcher you will work within multidisciplinary teams to deliver high-quality digital services for our public sector client that meet the Government's Digital by Default Service Standard. You will also have the opportunity to work for other clients in government and the private sector. You will devise and apply appropriate research strategies to generate focused insights to inform service development. You will work closely with designers, business analysts and software developers to turn user research data into actionable insights and user stories that influence product/service direction and prototype development. You will also develop user research strategies, work with project management to devise a research roadmap for the project and support delivery of the research plan, including leading this work where required.

Hybrid Working

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of company offices, client sites, and your home. You will be unable to work at home 100% of the time and will be expected to work from a Capgemini office at least 2 days a week, and travel as required by the role.

Eligibility

Candidate must be based in the UK and have existing permission to work in the UK. Sponsorship will not be provided. If you are successfully offered this position, you will go through a series of pre‑employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and an unspent criminal record check (known as Disclosure and Barring Service).

Your Role

• Help the team understand the value of user research and ensure they feel shared ownership of research output.
• Work with Service and Product Managers to devise appropriate research strategies to generate focused insights they need to inform service development.
• Develop user recruitment briefs with due consideration for all types of users, including those who experience barriers to using your service.
• Plan, design and conduct research to test new service ideas (including interviews to probe context and needs, user requirements gathering, early‑stage concept and prototype testing, guerrilla research and usability testing sessions).
• Design, script and analyse quantitative surveys, manage qualitative or quantitative research projects such as proposition development, visual identity, and customer experience mapping.
• Present findings, recommendations and customer insights to senior decision makers; help deliver a consistent user experience across a broad range of digital products and services.
• Contribute to the continuous development and enhancement of products and services.
• Mentor junior User Researchers where necessary and participate in the wider user research community, building relationships with other User Researchers and identifying best practices we can adopt.

Your Skills and Experience

• Human Factors and User Centred Design.
• Planning research, creating research plans, segmenting user populations, recruiting representative and valid samples and ensuring inclusive recruitment.
• Familiarity with managing, executing and analysing a range of human‑focused research methods, e.g. usability testing, interviews, surveys, workshops.
• Able to select the appropriate method for the context.
• Review analytical data to identify users' behaviours and areas of concern.
• Identifying user needs and explaining these to decision makers.
• Being a persuasive advocate for users, including those with accessibility requirements or potential barriers.
• Acting as a mentor for other User Researchers and having experience of line managing others.
• Developing design personas.
• Experience of research in government contexts.
• Experience of GDS assurance events.
• Working in an agile development environment with designers, Performance Analysts, business analysts and developers to create new digital products and services.
• Exploring hypotheses using methods such as A/B testing.
• Recognised expert across UX, and capable of leading research for a programme of work.
• Able to respond to escalations and provide support with challenging stakeholders.
• Able to contribute to service assessment sessions, and lead these as required.

Desirable

• Expertise in, or the ability to lead user research projects and activities.
• Experience of leading design sessions and integrating diverse perspectives.
• Understand the strategic context of your work and how it aligns with broader project goals.
• Experience of working in other sectors.
• Consultancy experience and demonstrable experience of opening‑up new opportunities.