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Lead User Researcher
Mastek is seeking a Lead User Researcher to join our dynamic and growing User-Centred Design (UCD) practice. This role offers the opportunity to lead impactful projects across the public and private sectors, applying user-centred methods in agile environments while collaborating with a diverse range of stakeholders.
As a Lead User Researcher, you will:
- Drive the development of our UCD strategy
- Support the growth of our design community
- Line manage and mentor junior team members
- Contribute to business development and client growth
About the Role
You will lead user research initiatives that shape digital products and services for clients across a range of sectors. Working within multidisciplinary agile teams, you'll champion user-centred design, influence stakeholders, and help deliver meaningful outcomes for users and businesses alike.
Key Responsibilities
User-Centred Design
- Lead, scope, and deliver end-to-end user research activities across a variety of programmes
- Recommend and execute appropriate research methods based on project needs
- Produce and maintain research deliverables appropriate to each project phase
- Clearly communicate project problems, scope, and success criteria to diverse audiences
- Support teams in resolving challenges and navigating delivery issues
- Guide clients through every stage of the design process, from discovery and ideation to implementation
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Stakeholder Management
- Build trusted relationships with client teams and senior stakeholders
- Communicate user-centred design approaches effectively to gain alignment and buy-in
- Upskill colleagues and clients on UCD methods and agile delivery practices
- Identify commercial opportunities, including cross-selling additional services
- Proactively manage delivery risks and blockers in partnership with Delivery Managers or Project Leads
- Navigate organisational complexity and provide practical solutions to ambiguous challenges
Business Development
- Identify and pursue opportunities with existing and prospective clients
- Shape and present compelling proposals and pitches
- Lead the application of UCD and agile approaches within transformation bids, ensuring alignment with client needs
Community Development
- Contribute to the evolution of Mastek's User-Centred Design and consulting strategy
- Develop thought leadership, propositions, and points of view on applying design thinking in new markets
- Support and lead the growth of the UCD community through Design Operations principles
Qualifications & Experience
We're looking for someone with:
- Demonstrable experience in User Research or User-Centred Design within agile teams and complex programmes
- Strong practical knowledge of user research methods and tools
- Proven ability to conduct research and translate findings into actionable insights
- Consultancy experience
- Experience mentoring or leading User Research or UCD teams
- Familiarity with GDS and NHS Service Standards and assessments
- Experience leading Discovery phases aligned with GDS or NHS Service Standards
- Experience within the healthcare sector (desirable)
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Essential Skills
- Excellent stakeholder management and communication skills
- Ability to influence and gain buy-in across diverse audiences
- Strong facilitation skills for remote and in-person workshops, meetings, and research sessions
- Comfortable managing ambiguity and complex organisational environments
- Experience in complementary disciplines such as:
- Service Design
- Content Design
- Communication Design (desirable)
Benefits (but not limited to)
- Annual performance-related bonus
- Professional development and training budget
- Full Medical Cover for Employee & Spouse
- EV Car Scheme
- 22 days Holiday & Bank Holidays + Additional Birthday Leave
- Cycle to Work Scheme
Diversity & Inclusion
Mastek is committed to creating an inclusive workplace where diversity is valued and everyone has the opportunity to thrive. We welcome applications from candidates of all backgrounds and experiences.
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