Lead User Researcher

Tangity; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

Tangity is seeking a Lead User Researcher for UK public sector projects. You will lead full-lifecycle research, guiding agile teams to validate assumptions, reduce delivery risk, and prioritise work based on real user needs.

You will collaborate with designers, BAs, developers, and product managers to ensure evidence drives decisions at every stage, mentor junior researchers, and champion inclusive, accessible research aligned with GDS and WCAG standards.

Qualifications

• 8+ years in user research, human-centred design, or service design
• Degree in User Research, Psychology, HCI, Anthropology, or related field
• Experience leading research across complex digital services in agile environments
• Strong portfolio showing informing service/product outcomes
• Proficiency with research methods including usability testing, interviews, journeys, personas
• Comfort presenting findings to senior stakeholders and advocating for users
• Knowledge of GDS service standards and WCAG accessibility
• Eligible for SC clearance (UK citizen, 5 years residency)

Responsibilities

• Plan, lead, and deliver user research for public services across Discovery to Live phases
• Apply qualitative and quantitative methods to surface behavioural insights
• Synthesize findings into actionable outputs like problem statements, journeys, and personas
• Translate insights into backlog priorities and design recommendations
• Collaborate with BAs and UX/UI Designers to ensure evidence-based solutions
• Support design iterations by testing concepts, prototypes, and touchpoints
• Communicate findings through reports, visuals, and stakeholder sessions
• Facilitate workshops to drive cross-functional alignment
• Embed user-first culture across agile teams and ensure accessibility

Skills

User research

Human-centred design

Service design

Usability testing

Stakeholder presentations

GDS service standards

WCAG accessibility

Team leadership

Education

Bachelor’s or Master’s in User Research / related field

Tools

GOV.UK / GOV.UK design system

Digital analytics tools

Job description

Lead User Researcher (P3) - Public Sector

About NTT DATA and Tangity

NTT DATA is a trusted global innovator with over 100,000 professionals in 50+ countries. Headquartered in Tokyo, we bring elements of our Japanese heritage—precision, long-term thinking, and social responsibility—into our UK work. In the UK, we work across telecoms, financial services, manufacturing, and the public sector, delivering end-to-end services from strategy to implementation.

Tangity, part of the NTT DATA Design Network, is a global design studio dedicated to humanising complexity. We combine Strategy, Technology, and Design to create meaningful, inclusive, and impactful services that improve lives and systems. Our studios work closely with delivery teams to embed design deeply into every project and across every touchpoint.

The Role

As a Lead User Researcher at Tangity, you’ll play a critical role in shaping meaningful, accessible public services that deliver lasting value to users. You’ll lead research initiatives across the full delivery lifecycle—helping agile teams validate assumptions, reduce delivery risk, and prioritise work based on real user needs.

You will work autonomously, collaborating with designers, BAs, developers, and product managers to ensure evidence drives decisions at every stage. You’ll also contribute to service strategy, guide team ways of working, and foster a user‑first mindset across the wider project and client organisation.

What You’ll Do

• Plan, lead, and deliver user research for public services across Discovery, Alpha, Beta, and Live phases
• Apply a range of qualitative and quantitative research methods—e.g. depth interviews, usability testing, contextual inquiry, surveys to surface behavioural insights
• Establish and maintain lightweight feedback loops with target user groups, ensuring continued insight into live service usage and evolving needs
• Synthesise research findings into clear, actionable outputs such as problem statements, user journeys, personas, and pain point maps
• Translate insights into backlog priorities and design recommendations that inform product strategy and roadmap decisions
• Collaborate with Business Analysts and UX/UI Designers to ensure proposed solutions are evidence‑based and grounded in actual user behaviour
• Support design iteration and decision‑making by testing early service concepts, prototypes, and touchpoints
• Communicate findings to varied audiences—through visual artefacts, research reports, presentations, and stakeholder playbacks
• Facilitate design and research workshops, playback sessions, and show‑and‑tells to drive cross‑functional understanding and alignment
• Embed a user‑first culture across agile teams by encouraging regular exposure to user feedback and service impact
• Ensure inclusive and accessible research approaches that align with GDS and WCAG standards
• Mentor junior researchers and help shape Tangity’s research practice, contributing to tools, templates, and team capability building

Responsibilities

• Lead and execute design solutions for complex, high‑impact projects with strategic oversight
• Proactively contribute to client meetings, presentations, and workshops
• Mentor and guide team members, ensuring design standards are maintained
• Foster client relationships by anticipating needs, presenting recommendations, and driving outcomes

Expected Behaviours

• Demonstrates strong ownership and leadership across design deliverables, ensuring alignment with project goals
• Anticipates client needs and addresses design challenges, delivering proactive solutions
• Exhibits excellent communication, both with clients and within the team, and is a trusted design voice in meetings
• Takes responsibility for fostering a collaborative and productive team environment, including mentoring and upskilling peers

What We’re Looking For

Must Have:

• 8+ years of hands‑on experience in user research, human‑centred design, or service design
• Bachelor’s or Master’s degree in User Research, Psychology, HCI, Anthropology, or a related field
• Extensive experience leading user research across complex digital services in agile environments
• Strong portfolio or case studies showing research that informed successful service or product outcomes
• Proficiency with research tools and methods including usability testing, depth interviews, journey mapping, and persona creation
• Comfortable presenting findings to senior stakeholders and advocating for users in delivery decisions
• Working knowledge of GDS service standards, assessments, and digital service design principles
• Strong understanding of inclusive design and accessibility standards (e.g., WCAG 2.2)
• Eligible for SC clearance (British citizen or equivalent, with 5 years continuous UK residency)

Nice to Have:

• Experience working on UK government or local authority services
• Familiarity with GOV.UK design system, forms, and content patterns
• Understanding of digital analytics tools and the role of behavioural data in triangulating insight
• Exposure to service blueprinting or policy/service integration

Why Join Us

At Tangity, we believe in designing with purpose and delivering with impact. You’ll join a growing design community embedded within a global consultancy, working on services that matter—with clients who are committed to transformation. We support your personal and professional development through mentoring, training, and a culture that values experimentation and learning.

Join us to humanise complexity—and help shape better systems, services, and experiences for everyone.