User Researcher

Our client, based in Surrey, is currently recruiting for a Senior User Researcher / Service Designer on a 3-month contract.

The position is due to start immediately on a part-time basis (2.5-3 days per week) and offers a negotiable day rate.

The ideal candidate will have extensive experience delivering user research and service design projects within complex public sector environments, with a strong background in qualitative research, customer journey mapping and stakeholder engagement. Experience working within housing, local government or related sectors is highly desirable.

• Conducting qualitative research with social housing tenants through interviews and focus groups
• Developing and refining eight tenant personas that reflect a range of diverse needs and lived experiences
• Mapping key customer journeys across housing repairs, digital services and customer contact channels
• Identifying customer pain points and opportunities for service improvement
• Reviewing existing customer insight data, process maps, case studies and service information
• Producing research reports, customer journey maps and actionable recommendations
• Delivering training and upskilling sessions on user research and service design methodologies
• Developing a customer journey mapping toolkit, including templates and documented methodologies
• Working closely with housing, research and transformation teams to build internal capability
• Presenting findings and recommendations to a range of stakeholders across the organisation

• Minimum five years' experience delivering user research and/or service design projects
• Experience conducting primary qualitative research with residents, tenants or service users
• Experience developing personas, customer journey maps and insight reports
• Experience working within public sector, housing, health or similarly complex service environments
• Experience mentoring, coaching or upskilling staff in user research and service design approaches

• Strong qualitative research skills including interviews, focus groups and co-design workshops
• Expertise in customer journey mapping and service blueprinting
• Knowledge of inclusive and accessible research practices
• Strong analytical skills with the ability to synthesise complex data into actionable insights
• Excellent stakeholder engagement and communication skills
• Understanding of GDPR, informed consent, safeguarding and ethical research practices
• Proficiency with tools such as Miro, Fig Jam, PowerPoint and Excel

• Flexible hybrid working arrangement
• Mostly remote working
• Opportunity to influence a strategic housing improvement programme
• Exposure to senior stakeholders across housing and local government services

• Some face-to-face research required in Guildford during June and July

Please note that you require recent relevant experience to apply for this role.