User Researcher (Government Digital Service Discovery)

Overview

Our client, a prominent UK Government agency, is undertaking a significant digital transformation initiative and requires an experienced User Researcher to join their multidisciplinary team for the crucial Discovery phase. This is a 6-month contract role operating remotely on an Outside IR35 basis with market daily rates approximately £475.

Role Summary

As part of the Government Digital Service (GDS) framework, you will ensure services are designed with real user needs in mind, providing solid evidence to guide decisions. Your primary responsibility will be planning and executing user research involving diverse operational groups, unveiling key insights to shape service concepts, confirm hypotheses and steer future Alpha phase development.

Key Responsibilities

• Develop and maintain comprehensive User Research Plans, choosing appropriate methodologies and prioritising accessibility and inclusivity throughout research activities.
• Coordinate with stakeholders to recruit participants representing varied operational and organisational user segments.
• Conduct and analyse qualitative research techniques such as interviews, workshops, contextual inquiries, and observational studies.
• Generate clear, evidence-backed reports identifying user needs, personas, user journeys, and actionable improvement opportunities.
• Validate service maps, operational workflows, and emerging service models.
• Translate complex research findings into practical recommendations for service design and product decisions, presenting to diverse technical and non-technical audiences.
• Collaborate closely with Lead UCD Consultants, Service Designers, Business Analysts, Product Managers, and Technical Architects within Agile, multidisciplinary teams.
• Promote user-centred design principles consistently throughout the Discovery phase.

Required Skills and Experience

• Demonstrated success delivering user research within GDS Discovery phases or similarly complex digital transformation programmes.
• Extensive qualitative research expertise, including conducting user interviews, workshops, contextual enquiries, observational research, and engaging stakeholders.
• Experience researching complex operational services involving multiple user groups and stakeholders.
• Ability to distil research into user needs, personas, epics, and actionable recommendations.
• Skilled in validating user journeys, service maps, and future service concepts.
• Strong understanding of accessibility standards, inclusive research methodologies, and ethical data handling.
• Effective communication, facilitation, and stakeholder management capabilities.
• Comfortable working within Agile multidisciplinary delivery teams focused on digital transformation.
• Experience with UK Government or public sector organisations, familiarity with the GDS Service Manual and Discovery methodologies preferred.
• Collaboration experience alongside Service Designers, Product Managers, and Business Analysts.
• Knowledge of operational public services such as case management, incident management, healthcare is advantageous.
• Proven ability to contribute to Alpha phase planning and service design activities.

Additional Information

The role requires obtaining a basic security clearance, which typically takes about one week prior to starting the assignment. This opportunity is ideal for an experienced consultant wanting to impact key government services through evidence-led service design within the GDS framework.