Lead User Researcher

Lead User Researcher at Tangity, part of NTT DATA, shapes accessible public services through evidence-based research. You will drive research across the full delivery lifecycle, collaborating with cross-functional teams to inform strategy and reduce delivery risk. Your work fosters a user-first culture and supports service strategy, with opportunities to mentor peers and elevate Tangity’s research practice. This role offers meaningful impact in public sector projects and a chance to influence how services are experienced by users.

• tailored benefits
• flexible work options
• focus on learning and development
• mentoring and professional growth
• inclusive culture and equal opportunities
• global design community exposure

• Plan, lead and deliver user research across Discovery to Live phases for public services
• Apply qualitative and quantitative methods (depth interviews, usability testing, contextual inquiry, surveys) to surface behavioural insights
• Establish lightweight feedback loops with target users to monitor live service usage and evolving needs
• Synthesize findings into problem statements, journeys, personas, and pain point maps
• Translate insights into backlog priorities and design recommendations for product strategy
• Collaborate with BAs and UX/UI Designers to ground solutions in user behaviour
• Support design iteration by testing concepts, prototypes, and touchpoints
• Communicate findings via artefacts, reports, presentations, and stakeholder sessions
• Facilitate workshops and show-and-tells to drive cross-functional understanding and alignment
• Embed a user-first culture across agile teams with regular user feedback and service impact
• Ensure inclusive and accessible research aligned with GDS and WCAG standards
• Mentor junior researchers and contribute to Tangity’s research tools and templates
• Lead design solutions for high-impact projects with strategic oversight
• Mentor and guide team members to maintain design standards
• Foster client relationships by anticipating needs and driving outcomes

• 8+ years of hands-on experience in user research, human-centred design, or service design
• Bachelor’s or Master’s degree in User Research, Psychology, HCI, Anthropology, or a related field
• Experience leading user research across complex digital services in agile environments
• Strong portfolio or case studies showing research-informed service or product outcomes
• Proficiency with research methods including usability testing, depth interviews, journey mapping, and persona creation
• Comfort presenting findings to senior stakeholders and advocating for users
• Working knowledge of GDS service standards, assessments, and digital service design principles
• Strong understanding of inclusive design and accessibility standards (WCAG 2.2)
• Eligible for SC clearance (British citizen or equivalent, with 5 years UK residency)

• excellent communication
• leadership and mentoring
• stakeholder management
• qualitative and quantitative research methods
• journey mapping
• persona creation