User Researcher

• Plan and conduct user research across the service lifecycle (discovery, alpha, beta, live)
• Use a range of research methods including interviews, usability testing, surveys, diary studies, and field research
• Work closely with designers, developers, product managers, policy, and operational colleagues
• Analyse and synthesise research findings into clear, actionable insights
• Ensure research is inclusive, accessible, and ethically conducted
• Test digital and non-digital services, internal tools, and operational processes
• Recruit participants representing a wide range of user groups (e.g. learners, instructors, examiners, vehicle operators)
• Present findings to stakeholders and support evidence-based decision-making
• Contribute to service assessments and GDS compliance
• Maintain research repositories and support research governance and best practice

Skills and Experience

• Experience planning and delivering user research using appropriate qualitative and quantitative methods
• Ability to select and justify research approaches based on service needs
• Strong analytical skills with experience synthesising insights from complex research
• Experience working in agile, multidisciplinary teams
• Ability to communicate research findings clearly to technical and non-technical audiences
• Knowledge of accessibility standards and inclusive research practices