Lead User Researcher in London

We’re looking for a Lead User Researcher to join our Design and Research team – who asks questions of us, our processes, and our clients. The key is someone who can ask the right questions at the right time. Questions about work itself, about the conditions that enable us to produce our best work, and those that help us grow as individuals, as a team and as a company.

You’ll operate in a blended role, between overseeing projects and being actively involved in research where you can have the greatest impact. You’ll work closely with our clients in user-focused engagements and support us in developing long‑term relationships.

Who We Are

Our design team is a collaborative mix of service designers, researchers, UX and UI designers, working shoulder‑to‑shoulder with engineers, delivery managers, AI and data specialists.

What sets us apart:

• We follow work across both design diamonds, from discovery through to delivery.
• We don’t stop at ideas, we build and run real services.
• We work in prototype‑driven, user‑centred, delivery‑focused teams.
• We form long‑term client partnerships, allowing us to deliver real‑world outcomes.
• We don’t just do research. We have impact.

Softwire is a leading UK technology and strategy consultancy. From enterprise to government, we help visionary organisations turn strategic ambitions into results at scale. Our practices cover AI transformation, data platforms, systems engineering advanced CX and experience design.

Softwire was founded on one simple idea: if we can create the best possible culture and working environment then everything else will fall into place. And it seems to be working – We were recently voted number 1 company to work for in the UK at the Best Company awards, and we have a loyal and growing client base who trust us with their hardest problems and their mission critical projects.

What You’ll Do

• Plan and lead research across different stages of delivery, from discovery through to live.
• Choose and apply the right research methods for the context, including interviews, usability testing, co‑design and mixed‑method approaches.
• Work directly with users to understand their needs, behaviours, contexts and barriers, including people with access needs or in vulnerable circumstances.
• Synthesise findings into clear, persuasive outputs that help teams and clients make confident product and service decisions.
• Translate research insight into practical recommendations for service design, product strategy and delivery priorities.
• Facilitate workshops, playback sessions and stakeholder discussions to build shared understanding and momentum around user needs.
• Build strong, trusted relationships with senior client stakeholders, helping them embed user‑centred ways of working.
• Collaborate day to day with designers, engineers, product managers and delivery leads in multidisciplinary teams.
• Advise clients and teams on research strategy, participant recruitment, ethics, consent and good research practice.
• Provide quality assurance and senior oversight for research activities, ensuring high standards in approach, delivery and outputs.
• Support public sector clients to meet the Government Service Standard and build inclusive, accessible services that work for diverse users.
• Coach and mentor researchers and designers, helping develop the user‑centred design capability across projects and within Softwire.
• Contribute to Softwire’s design and research practice by improving methods, tools, standards and thought leadership.
• Advocate for the value of user research internally and externally, showing how evidence‑led design can create better services and better outcomes.
• Help scope new opportunities, shape proposals and contribute to bids, especially where user‑centred design and public sector delivery are central.

What You Bring

• 7+ years of experience working in a user research or related roles.
• Deep expertise in user research methods and user‑centred practice.
• Strong background in Government / public sector service delivery.
• Experience delivering against the Government Service Standard.
• With full accountability, has led research on complex agile projects with large teams.
• Knowhow to guide organisations to adopt inclusive practices and apply what they learn to design and deliver accessible services that work for all users.
• Can evaluate and implement tools and technologies that enhance delivery of user research.
• Can engage, collaborate and influence key stakeholders, including senior decision makers, product managers, designers and engineers.
• Experience managing other researchers, fostering a culture of continuous learning and professional development.
• Can provide senior oversight and support for user research activities and expert advice on methodology, approaches, tools, equipment, quality and standards.
• Can effectively scope user‑centred design projects and define resource requirements.
• Experience in presales and/or government procurement.
• Ability to achieve SC clearance.

What We Offer

• Softwire operates transparent pay scales and a profit share scheme based on role and overall company performance.
• Base salary is based on experience in role and ranges from £79,000 - £88,700.
• You can expect to receive an average of between £11,500 and £15,250 in profit share depending on your experience and company performance.
• Pension: Additional 5% of salary.
• 25 days annual leave (with the option to buy and sell).
• Time off for company‑wide morale events, time off for charitable activities.
• Free annual eye test, income protection, cycle to work, electric vehicle lease schemes, and payroll charity donations.
• We are a flexible employer who understands that being committed to a job is not the same as sacrificing everything for it: holiday is holiday; if you need flexibility for life stuff that’s not a problem; and we don’t expect (or want) long hours - we believe in a good work/life balance.