Government Digital Service
User Research & Insights Specialist
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About the team
We’re hiring – help us build better public services
Public services matter. They help people at some of the most important moments in their lives.
Yet too often services are slow, fragmented and frustrating. People wait on hold, repeat information multiple times, complete unnecessary paperwork, and navigate systems that were never designed around their needs.
CustomerFirst exists to change that. We bring together multidisciplinary teams from across government and industry to redesign, rebuild and transform services around the people who use them. We work alongside partner organisations to tackle some of government’s most complex service challenges, combining the pace and ambition of a start-up with the scale and purpose of public service.
Over the next two years, we will be scaling our programmes and growing our capability across product, technology, research and transformation leadership. We’re looking for exceptional people who want to solve difficult problems, challenge accepted constraints and help build a model for transforming public services at scale.
Bring evidence to the heart of decision making
We’re seeking an exceptional user researcher who combines deep research expertise with practical experience in service design, UX design or product management. You’ll help ensure that customer insight directly informs decisions across CustomerFirst programmes, shaping transformation activity through robust evidence and meaningful user understanding.
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What you’ll be doing
- Leading high-impact research across service transformation programmes
- Identifying user needs, barriers and opportunities
- Turning research findings into actionable insight
- Supporting senior leaders to make evidence-led decisions
- Coaching teams in user-centred approaches
- Building research capability across CustomerFirst and partner organisations
What we’re looking for
You’ll be able to demonstrate:
- Significant user research experience in complex environments
- Expertise across qualitative and quantitative research methods
- Ability to influence strategic decisions through evidence
- Strong communication and stakeholder engagement skills
How to Apply
We are interested in finding brilliant people who are excited by the CustomerFirst mission.
To apply, please send:
- Your CV
- A covering letter (maximum 1,000 words)
- Confirmation of which role(s) you would like to be considered for
Applications should be sent to: Customer.First.Talent@dsit.gov.uk
Your Covering Letter
In no more than 1,000 words, please answer the following question:
CustomerFirst exists to radically improve public services, challenge existing constraints, and deliver better outcomes for citizens. What experience, skills or perspectives would you bring to help us achieve that mission?
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Please include:
- A problem you have helped solve that improved the experience of customers, users or citizens
- The role you played and the impact you achieved
- How this experience would help you contribute to CustomerFirst
- The public service problem you would most like to help fix and why
Contract Types
We are recruiting through a mixture of:
- Fixed Term Appointments
- Secondment opportunities
- Contingent Labour engagements
All opportunities run up until March 2028. The most appropriate option will be discussed during your Talent Team conversation.
Location and Travel
Our team regularly comes together in person to collaborate, solve problems and build strong working relationships. While we support flexible ways of working, we currently expect team members to attend our London office in Whitechapel twice a week, on Tuesdays and Wednesdays where possible.
The role also involves occasional travel across the UK to work with our partner organisations. You should be comfortable travelling when required to support the successful delivery of our work.
For any more information, please click the Apply button
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