User Researcher

Serco Limited; City Of London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading service design firm in the UK seeks an Accessibility-Focused User Researcher to join their Experience Design team. The role involves advocating for accessibility across the product lifecycle, leading user research, and synthesizing findings for diverse stakeholders. Ideal candidates will have a Bachelor's degree in a relevant field and experience with user research methods. The firm offers a competitive salary, supportive culture, and opportunities for professional development.

Benefits

Competitive salary

Life insurance

25 days leave & bank holidays

Employee Assistance Programme

Continuous training & development

Discounts and exclusive deals

Qualifications

• At least two years’ experience as a researcher or UX researcher.
• Expertise in qualitative and quantitative research methods.
• Strong working knowledge of WCAG guidelines.
• Proven experience conducting primary research.

Responsibilities

• Design and execute user research studies to identify usability barriers.
• Lead recruitment of diverse participants with accessibility needs.
• Synthesize findings into actionable insights for stakeholders.
• Advocate for users with access needs.

Skills

User research

Accessibility principles

Data analysis

Communication skills

Organizational skills

Education

Bachelor’s Degree in social sciences, HCI or related field

Job description

Overview

At +impact, we strive to deliver world-class customer insights and service design in both the public and private sectors. Our goal is to help organisations place people at the heart of their decision-making, enhancing customer experience and transforming business operations.

We are seeking an Accessibility-Focused User Researcher to join our Experience Design team. You will champion accessibility and inclusive design across the product lifecycle, ensuring our digital products and services are usable for people of all abilities. You’ll work on a variety of research, UX, and service design projects in both public and private sectors, reporting to a Senior Consultant.

Key Responsibilities

• Design, plan, and execute user research studies (e.g., moderated usability testing, interviews, contextual inquiries) to identify accessibility and usability barriers.
• Lead recruitment of diverse participants, including those with visual, auditory, motor, and cognitive impairments. Ensure all research sessions are accessible and accommodating.
• Observe and analyse user interactions with assistive technologies (e.g., screen readers, voice control, screen magnifiers).
• Synthesise findings into clear, actionable insights, communicating complex user needs to technical and non-technical stakeholders.
• Advocate for users with access needs, collaborating with designers, developers, and product managers to ensure solutions meet and exceed WCAG standards.
• Carry out research activities, attend kick-off meetings, prepare discussion guides, write surveys, and support/moderate research sessions.
• Lead or support qualitative and quantitative data analysis, including regression modelling.
• Support or lead internal workshops, contribute to team initiatives, and write opinion pieces to share insights and thought leadership.
• Identify ideas and actions for ongoing improvement in research and design processes.

Essential Qualifications & Experience

• Bachelor’s Degree in social sciences, human-computer interaction, psychology, or related field, OR equivalent research experience.
• At least two years’ experience as a researcher, UX researcher, or service designer in public or private sector.
• Expertise in qualitative and quantitative research methods.
• Strong working knowledge of WCAG guidelines and accessibility principles.
• Proven experience conducting or supporting primary research.
• Demonstrated ability in data analysis and generating innovative solutions.
• Excellent written and verbal communication skills.
• Strong organisational and time management skills.

Desirable Qualifications & Experience

• Certification from the International Association of Accessibility Professionals (IAAP), e.g., CPACC or CPWA.
• Experience working on projects for large-scale tech companies (Amazon, Meta, Apple, Facebook, Google).
• Familiarity with double diamond methodology or Government Digital Services (GDS) framework.
• Experience designing and facilitating co-design workshops.
• Graphic design capabilities.
• Experience working in cross-functional or product teams.

About you

• You are curious and passionate about research and design, thriving on discovering what makes people tick.
• You are diligent and disciplined, and you don\'t mind tackling ambiguous and challenging research and design problems.
• You are a self-starter who can manage time, cost, and quality with minimal support.
• You are trusted to make good decisions but also understand when to ask for help.
• You are proactive and adaptable, with a mature, resilient, and positive mindset.
• You are solution-driven and enjoy solving problems by identifying ideas and actions for continuous improvement.

Our recruitment process

• Virtual call with a member of the team (30 mins)
• In-person capability interview including a task, and a range of competency-based questions (up to 90 mins)

Structure and positioning of the consultant role in the +impact team

• Head of experience
• Principal consultant
• Senior consultant
• Mid-consultant
• Consultant

Why +impact?

Meaningful and vital work: We are part of Serco which enables us to apply our skills to make a real difference in people’s lives. We deliver sustainable improvements through innovative user-centred design, delivering efficiencies and savings for our customers.

A world of opportunity: In addition to our thriving private and public sector client base, you’ll have the opportunity to create real change across all our sectors.

Great people: Our highly skilled team are committed to delivering great outcomes, we’re a diverse & close-knit, hailing from a range of professional backgrounds, cultures & continents.

Life at +impact: You will have the opportunity to work on a range of different projects that will sharpen your research and analytical skills. Life can be fast paced, and you may be working on multiple projects at once, but it is highly rewarding, and you will be exposed to a range of people with expertise you can learn and develop from.

What we offer

• A competitive salary, pension (matched up to 6%), life insurance; 25 days leave & bank holidays.
• A fantastic culture and supportive team with regular team building activities; volunteer leave; and continuous training & development
• A range of benefits to support the health and wellbeing of you (and your family) such as Employee Assistance Programme, Thrive App, Simply Health Plans, Cycle to Work Scheme Annual Leave Purchase Scheme and more
• Access to a huge range of discounts and exclusive deals
• The chance to make a positive difference in a company passionate about diversity and inclusion

We are a dedicated team of user experience researchers, UX designers, service designers, and transformation experts. In addition, our state of the art, research studios near London Bridge provide a contemporary environment which is not only fantastic for our clients but also offers a brilliant team working space. Apply today for a chance to join our team.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.