Senior User Research & Service Design Consultant

IBM; Hursley; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Flexible working

Paternity & maternity leave

Private medical & dental

Pension plan

Job summary

IBM Consulting UK FutureNow is seeking a Senior Experience Consultant specializing in research to lead user research across government services. You will design and run studies, synthesize insights, and guide teams in policy, service and content design. You will mentor researchers and collaborate with senior stakeholders.

This role emphasizes accessibility, inclusion, and scalable impact across HMRC and other government services.

Qualifications

• Experience leading end-to-end user research using qualitative and quantitative methods.
• Ability to shape research strategies that inform policy, service design, and delivery.
• Provide guidance, mentoring, and quality assurance to researchers across teams.

Responsibilities

• Develop comprehensive user research plans aligned with project goals.
• Design research activities to understand user needs across government services.
• Document insights and outputs such as personas, journey maps, and research summaries.

Skills

User research leadership

Research strategy

Mentoring researchers

Stakeholder communication

Education

Bachelor's Degree

Job description

IBM Consulting UK FutureNow is seeking a Senior Experience Consultant specializing in research to lead user research across government services. You will design and run studies, synthesize insights, and guide teams in policy, service and content design. You will mentor researchers and collaborate with senior stakeholders.

This role emphasizes accessibility, inclusion, and scalable impact across HMRC and other government services.