User Researcher with Service Design Skills

Sales & Marketing
Midlothian
June 4, 2026
Permanent
Urgent

Job Description

User Researcher with Service Design Skills

12 month contract (Edinburgh)


£450/480 Outside IR35


Experienced User Researcher required to support user-centred digital and service transformation. You’ll lead research activities, shape end-to-end services, and ensure an evidence-driven approach to design and delivery.


Key Responsibilities


  • Engage users to understand needs, pain points and behaviours


  • Conduct research (interviews, focus groups, usability testing) and present clear insights and recommendations


  • Champion the Voice of the User and support persona development and recruitment


  • Work within multidisciplinary teams (UX, UI, delivery, technical)


  • Embed insights into user journeys and design decisions


  • Ensure compliance with legal, ethical and accessibility standards



Service Design


  • Map and improve end-to-end user journeys (as-is / to-be)


  • Contribute to service blueprints aligning user interactions with back-end processes


  • Facilitate workshops and co-design sessions


  • Ensure research informs service design and continuous improvement


  • Support service performance measures (e.g. user satisfaction, accessibility)


  • Promote a whole-service, inclusive and user-centred approach



Skills & Experience


  • Strong user research experience using qualitative & quantitative methods


  • Proven UCD and service design capability (journey mapping, workshops, blueprints)


  • Excellent stakeholder engagement and communication skills


  • Experience working in Agile, multidisciplinary environments


  • Understanding of accessibility, governance and delivery constraints


  • Public sector or complex environment experience



Please send your CV for consideration

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