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Role Title: User Research/Experience Designer
Location: London
Duration: 04/02/2027
Work setup: 3-4 days onsite/week
Pay Rate: £420 per day all inc. (PAYE through Umbrella)
Role Purpose
We are seeking an experienced UX Researcher with strong design capabilities to lead user-centered discovery and transformation initiatives.
This role is ideal for someone who excels at understanding complex user needs, conducting exploratory research, and translating insights into end-to-end journey improvements and future-state service experiences.
The successful candidate will work closely with Business Architects, Product Leads, Service Designers, Business Analysts, and Technology teams to shape strategic transformation outcomes, ensuring customer and operational needs are at the heart of solution design.
Key Responsibilities
- Lead early-stage exploratory and generative research to uncover user needs, pain points, behaviors, and opportunities.
- Plan and facilitate user interviews, contextual inquiries, ethnographic research, workshops, surveys, and usability studies.
- Synthesize research findings into actionable insights and recommendations.
- Develop personas, user needs frameworks, experience principles, and opportunity areas.
- Map current-state and future-state customer and operational journeys.
- Identify friction points, unmet needs, process inefficiencies, and service gaps.
- Support the design of end-to-end experiences across multiple channels and touchpoints.
- Collaborate with Business Architects and Product Leads to shape future-state operating models and service experiences.
- Create wireframes, concepts, prototypes, and experience flows to communicate design solutions.
- Translate research insights into intuitive, user-centered designs.
- Partner with UI designers to ensure consistent and accessible user experiences.
- Validate design concepts through iterative testing and feedback.
- Facilitate workshops and co-design sessions with business, operations, product, and technology stakeholders.
- Present research findings and recommendations to senior stakeholders.
- Advocate for user-centered design principles throughout the programme lifecycle.
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Required Skills & Experience
- 8+ years of experience in UX Research, Service Design, or Experience Design.
- Strong experience conducting exploratory/discovery research.
- Proven experience mapping and redesigning end-to-end customer journeys.
- Expertise in qualitative research methods and insight synthesis.
- Experience facilitating workshops and stakeholder engagement sessions.
- Strong wireframing and prototyping skills.
- Ability to translate research into strategic recommendations and future-state designs.
- Experience working within complex transformation programmes.
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Desirable
- Identify opportunities to leverage AI, automation, and emerging technologies to improve customer and employee experiences.
- Conduct research to understand user trust, adoption barriers, and behavioral impacts of AI-enabled services.
- Evaluate how AI can simplify journeys, reduce friction, improve decision-making, and enhance service outcomes.
- Service Design expertise.
- Experience supporting Target Operating Model (TOM) or transformation initiatives.
- Knowledge of accessibility and inclusive design principles.
Preferred Tools
- Figma
- Miro
- FigJam
- Dovetail
- UserTesting
- Optimal Workshop
- Qualtrics
- Adobe Creative Suite
- Microsoft Office 365
Success Measures
- Clear understanding of user needs and pain points.
- High-quality journey maps and service blueprints.
- Insight-driven recommendations informing transformation decisions.
- Strong stakeholder alignment on future-state experiences.
- User-centred solutions that improve customer and operational outcomes.
If you are interested in this position and would like to learn more, please send through your CV and we will get in touch with you as soon as possible. Please note, candidates are often Shortlisted within 48 hours.
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