User Experience Researcher

Design Researcher (Contractor)

About the Role-

We are looking for an experienced Design Researcher to help shape and improve digital products and services through a deep understanding of user needs, behaviours and experiences.

Working within a multidisciplinary team, you will lead research activities that uncover meaningful insights, identify opportunities for improvement and ensure customer and colleague needs are reflected throughout design and delivery.

The ideal candidate combines strong research expertise with the ability to translate insights into actionable experience recommendations, customer journeys, service improvements and future-state concepts. They are naturally curious, evidence-led and comfortable working across the entire experience lifecycle—from discovery through to evaluation and optimisation.

Key Responsibilities-

Research & Insight

• Plan and deliver research across discovery, design, delivery and optimisation phases.

• Apply a range of qualitative and quantitative research methods to understand user needs, behaviours, motivations and pain points.

• Conduct interviews, usability testing, contextual enquiry, surveys, diary studies and other appropriate research activities.

• Analyse and synthesise findings into actionable insights and recommendations.

• Communicate findings effectively through compelling storytelling and evidence-based recommendations.

• Build understanding of users across teams and advocate for user-centred decision making.

• Develop and maintain insight repositories and contribute to organisational learning.

Experience & Service Improvement

• Translate research findings into experience opportunities and design recommendations.

• Create customer journeys, experience maps, service blueprints and other artefacts that help teams understand and improve end-to-end experiences.

• Facilitate workshops and collaborative activities with stakeholders and delivery teams.

• Support the development of future-state concepts, service improvements and experience strategies.

• Work collaboratively with product and design teams to ensure solutions remain grounded in user needs.

• Apply systems thinking to understand relationships between people, processes and technology.

Skills & Experience

Essential

• Significant experience conducting user research within digital product, service or customer experience environments.

• Strong knowledge of qualitative and quantitative research methods.

• Experience drawing in

• Expertise in planning, conducting and synthesising research.

• Experience with discovery research, usability testing and evaluative research.

• Strong communication, facilitation and stakeholder management skills.

• Experience working within agile multidisciplinary teams.

• Ability to influence decisions through evidence, insight and storytelling.

Desirable

• Experience creating journey maps, service blueprints and experience frameworks.

• Experience facilitating workshops and co-design activities.

• Understanding of service design and experience strategy principles.

• Familiarity with UX and product design practices.

• Experience working on complex customer or colleague experiences.

What We're Looking For

We're looking for a researcher at heart, someone who is passionate about understanding people, uncovering insights and helping teams make better decisions. You'll be comfortable moving between hands-on research, strategic thinking and experience design activities, helping teams understand not only what users need, but how products and services should evolve to meet those needs.