Senior User Research Lead – Public Services

IBM; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Flexible working

Private medical cover

Dental & optical cover

Group pension plan

Job summary

IBM Consulting UK FutureNow is seeking a Senior Experience Consultant specializing in Research to lead end-to-end user research across digital services for government and public sector projects. You will shape research strategies, supervise teams, and deliver insights that influence policy, service design, and delivery throughout the project lifecycle.

You will design studies, create artifacts like personas and journey maps, facilitate workshops with senior stakeholders, and champion

Qualifications

• Experience leading planning, design and execution of end-to-end user research across digital services.
• Shaping research strategies that drive decisions and align with client needs and objectives.
• Provide mentoring and quality assurance to researchers across teams.
• Develop artefacts such as service-level journey maps and research frameworks.
• Facilitate workshops with senior stakeholders to prioritise research needs.

Responsibilities

• Develop comprehensive user research plans aligned with project goals.
• Design and conduct studies to understand users across government services.
• Document insights into personas, journey maps and research summaries.
• Champion user research and ensure evidence informs policy and service design.
• Lead collaboration with IBM best practices and thought leadership.
• Maintain current knowledge of accessibility standards and methodologies.

Skills

Leading end-to-end user research

Research strategy shaping

Mentoring researchers

Service design artefacts

Facilitation of workshops

Heuristic evaluations

Stakeholder communication

User-centered design

Continuous learning

Education

Bachelor's Degree

Tools

Insight repositories

ResearchOps platforms

A/B testing tools

Accessibility testing tools

Job description

IBM Consulting UK FutureNow is seeking a Senior Experience Consultant specializing in Research to lead end-to-end user research across digital services for government and public sector projects. You will shape research strategies, supervise teams, and deliver insights that influence policy, service design, and delivery throughout the project lifecycle.

You will design studies, create artifacts like personas and journey maps, facilitate workshops with senior stakeholders, and champion