User Research and Engagement Specialist

Adecco; Warwick; On-site; GBP 77,000 - 111,000; Part time

Job summary

Pontoon is seeking a User Experience Specialist to support a Single Front Door pilot with a leading utilities organisation. This 3-month contract in Warwick focuses on user research, stakeholder engagement, and service design to improve adoption and service delivery.

You will design and run interviews and workshops, map end-to-end journeys, and synthesize insights into actionable recommendations for delivery teams, collaborating closely with the User Workstream Lead.

Qualifications

• Demonstrable experience in user research, service design, or related fields.
• Proven ability to engage stakeholders at all levels, from senior leaders to front-line users.
• Strong skills in interviewing, workshops, and surveys.

Responsibilities

• Develop and maintain a stakeholder engagement plan for a diverse cohort of users.
• Plan and facilitate interviews, workshops, and feedback sessions.
• Coordinate participation and maintain clear records of feedback and actions.
• Design and deliver user research aligned with pilot objectives.
• Map end-to-end user journeys and document pain points and opportunities.
• Analyse findings and present recommendations to the User Workstream Lead.

Skills

User research

Service design

Stakeholder engagement

Interviewing

Workshops facilitation

Communication skills

Organisation

Journey mapping tools

Job description

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Our client, a leading organisation in the utilities sector, is seeking a dynamic and dedicated User Experience Specialist to support their innovative Single Front Door pilot project. This exciting role offers a unique opportunity to influence user interactions and enhance service delivery, ensuring that feedback from approximately 100 pilot users is effectively captured and utilised.

Role: User Experience Specialist

Duration: 3 Months

Location: Warwick (2 days in office)

Rate: £500 pd (umbrella)

Role Purpose

The User Experience Specialist will provide essential user research, stakeholder engagement, and analytical support to the Single Front Door pilot. This position will work closely with the User Workstream Lead to understand user interactions, identify barriers to effective adoption, and develop actionable insights to improve the pilot experience.

Stakeholder Engagement & Cohort Management

• Develop and maintain a stakeholder engagement plan for a diverse cohort of users.
• Build effective relationships with operational users and senior leaders alike.
• Plan and facilitate interviews, workshops, and feedback sessions.
• Coordinate participation and maintain clear records of feedback and actions.

User Research & Insight Generation

• Design and deliver user research aligned with pilot objectives.
• Develop research plans, interview guides, and feedback mechanisms.
• Gather qualitative and quantitative evidence on user needs and behaviours.
• Identify common themes and recurring issues across user groups.

User Journey Mapping & Service Improvement

• Map end-to-end user journeys, documenting key interactions and pain points.
• Capture both current and emerging user experiences with the Single Front Door.
• Identify friction points and opportunities for improvement.
• Produce clear journey maps and supporting documents for stakeholders.

Analysis, Reporting & Recommendations

• Synthesise findings into concise insight reports and thematic analyses.
• Develop presentations to communicate user experiences and key findings.
• Maintain a log of feedback and highlight emerging risks to the User Workstream Lead.

Workstream Collaboration

• Collaborate with various teams to ensure research informs decision-making.
• Track actions and follow up with stakeholders to monitor progress.
• Manage competing priorities to deliver high-quality outputs on time.

Required Experience & Skills

• Demonstrable experience in user research, service design, or related fields.
• Proven ability to engage stakeholders at all levels, from senior leaders to front-line users.
• Strong skills in designing and conducting interviews, workshops, and surveys.
• Excellent communication skills, both written and verbal, for presenting findings confidently.
• Strong organisational skills with the ability to coordinate across a diverse user cohort.

Desirable Experience

• Familiarity with change management and user adoption.
• Experience with digital services or workflow solutions.
• Knowledge of visual collaboration and journey mapping tools.

This is a fantastic opportunity to contribute to a forward-thinking organisation and enhance digital experiences for customers. If you are passionate about UI development and thrive in a collaborative environment, this role could be the perfect fit!