User Experience Researcher

Capgemini; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Wellbeing program

Mental Health champions

Extensive training

Job summary

Capgemini is seeking a Senior User Experience Researcher to lead a UX research team across client projects. The role involves defining strategy, overseeing research methods, and mentoring researchers while coordinating work across offices, client sites, and home-based settings.

The position requires extensive experience in usability testing, panel recruitment, and collaboration with designers to shape customer-centered solutions within an agile environment.

Qualifications

• Experience leading a UX research team and delivering outputs.
• Mentorship and management experience across multiple projects.
• Proven ability to align research to agile product cycles and business goals.
• Strong communication and stakeholder management skills.
• Experience with usability testing, recruitment, and analysis.

Responsibilities

• Manage and mentor the UX research team and outputs.
• Define and champion user-centered design strategy and processes.
• Oversee SME Customer Research Panel recruitment and engagement.
• Design and conduct usability research online and in the field and provide recommendations.
• Lead moderated testing and workshops; ensure best practices and governance.
• Collaborate with Designers and Content Designers to test look and feel initiatives.
• Ensure regulatory considerations for Consumer Duty are understood.

Skills

Team management

Usability testing

Research methods

Stakeholder management

Agile collaboration

Persona development

Workshop facilitation

Change & initiative

Job description

The Senior User Experience Researcher will be primarily responsible for management of the research team. Implementation and management of research processes. Overseeing and assigning appropriate workloads (sprint planning) and ensuring the team is working efficiently and in line with the SME priorities. Providing roadmaps and timelines of completion for project work with strategic insight. Supervision and collaboration on; designing, conducting, analysing, and reporting on user-centered design research and usability testing for the client channels, including identification of user needs and goals, task and workflow modeling, ethnography and persona development as well as rapid iterative usability testing, and more formal, in-depth testing. A successful Senior User Experience Researcher must be able to mentor and manage a team of UX professionals and work without supervision on multiple concurrent projects.

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your Role:

• As a Senior UX Researcher for the client you will be accountable for:
• Managing the UX research team and assume responsibility for outputs/deliverables
• Working alongside the Digital Performance & Optimisation Lead to define, implement and champion user centered design strategy and processes
• Ownership of the SME Customer Research Panel – recruitment, engagement and controls
• Designing and conducting usability research both online and in the field and provide recommendations for improvement
• Serve as a member of a team that acts as a 'repository' of research-based usability knowledge
• Work with project Stakeholders and team members to test business requirements using the most appropriate method
• Lead, develop and motivate the UX Research Team
• Determine user needs by conducting in-depth analysis across a range of research practices
• Work with Designers & Content Designers to test proposed look & feel initiatives, working together to develop the most appropriate solution for customers
• Manage and develop other researchers to assure and improve research practice
• Lead moderated user testing and workshops.
• Observe UX Team conducting user testing and workshops to ensure done in a complaint and effective way, providing feedback as appropriate
• Promote user centered design principles and best practice across Digital, SME and the Bank – developing a culture of research first
• Conduct in-house research to test new product and concept developments (including user requirements gathering and early stage concept and prototype testing, and other approaches to ensure the user need is fully understood in the service design)
• Consumer Duty - Maintain knowledge of and adherence to all relevant regulatory requirements

Your Skills:

• Team member management
• Usability moderating (all types, particularly one-on-one)
• Test method selection
• Statistical/qualitative/quantitative analysis
• Presentations (verbal and written)
• KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:
• Excellent communication and presentation skills, both written and oral
• Excellent relationship skills - able to operate effectively with internal stakeholders and with external suppliers and partners
• Proven experience of mentorship and management skills
• Proven experience of effective time management of self and others
• Ability to impact assess workload and manage delivery expectations and deadlines appropriately
• Choose appropriate methods and advise on application of research methods to assure best practice
• High level of customer focus and understanding of customer needs
• Experienced in usability test moderating (all types, particularly one-on-one)
• Participant recruiting/screener creation
• Proven experience of managing, executing and analysing usability test sessions
• Proven experience of working in an agile development environment with User Experience teams, designers and developers to create new digital products and services
• Demonstrable ability to take initiative and seek out opportunities to innovate and create effective change
• Precise and high attention to detail
• Be passionate about uses of information architecture/usability/accessibility
• Experience within a research and digital environment.
• Uses strategic insight and aligns user research activities to inform decision making and action.

We are a Disability Confident Employer:

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme.As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.
• Please opt in during the application process.

Make It Real (what does it mean for you):

• You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.
• To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
• You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
• You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 13 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.

Why you should consider Capgemini:

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini:

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.