Senior User Researcher

??Location:Birmingham (Hybrid Work Pattern) ??
Contract Type:Initial 6-month contract with potential to go permanent

Hays is proud to be supporting a major transformation programme within the local council's Customer Services team. As part of this exciting project, we are seeking a Senior User Researcher to help shape the next phase of service delivery across Birmingham. This is a fantastic opportunity to play a key role in designing inclusive, user-centred public services that truly meet the needs of the city's diverse communities.

?? About the Role:
As a Senior User Researcher, you will:

• Plan, design, and conduct user research activities for complex services and products.
• Lead research across multiple product teams, ensuring user needs are central to all design and policy decisions.
• Engage with Birmingham's diverse communities to understand their experiences and translate insights into actionable service improvements.
• Champion user research best practices and contribute to the development of the user research community within the council.

?? Key Responsibilities:

• Lead user research for complex, high-risk, and interdependent services.
• Build and execute research and analysis plans using both qualitative and quantitative methods.
• Create evidence bases to support inclusive service design, particularly for assisted digital delivery.
• Work across multidisciplinary teams to ensure services are accessible, intuitive, and effective.
• Support the user research community of practice by setting standards, mentoring others, and running learning events.

? What You'll Bring:

• Proven experience delivering digital products in large, complex organisations using agile methodologies.
• Deep understanding of user-centred design, service design, and agile delivery practices.
• Strong experience in balancing client, organisational, and technical needs in research recommendations.
• Expertise in a wide range of research methods and the ability to translate insights into design decisions.
• Knowledge of modern technology, cloud architecture, and software development practices.
• A collaborative mindset and a passion for inclusive, evidence-based service design.

Send your updated CV now to be part of a transformative programme that's shaping the future of community services.

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