Overview
In this role, you will support the planning and delivery of user research activities that inform the design and improvement of digital services. Working collaboratively with service designers, product teams, developers, and stakeholders, you'll help ensure decisions are grounded in evidence and aligned to user needs. You'll contribute to creating accessible, inclusive, and user‑centred experiences that deliver measurable outcomes across complex service environments. You'll be part of a collaborative and supportive team where innovation, knowledge sharing, and continuous improvement are encouraged. You'll have opportunities to develop your research expertise, contribute to best practice, and help embed user‑centred thinking across projects and programmes.
Responsibilities
- Plan and conduct qualitative and quantitative user research activities across digital services.
- Synthesise findings into clear insights, recommendations, and actionable outputs for teams and stakeholders.
- Work closely with multidisciplinary teams to shape service improvements and user‑centred solutions.
- Support workshops, usability testing, stakeholder sessions, and research playback activities.
- Contribute to research standards, continuous improvement initiatives, and inclusive research practices.
Qualifications and Experience
- Experience supporting or delivering user research within digital environments.
- Strong understanding of user‑centred design principles.
- Experience conducting user research for digital products or services.
- Understanding of qualitative and quantitative research methodologies.
- Experience working within agile, multidisciplinary delivery teams.
- Ability to analyse research findings and communicate insights clearly to stakeholders.
- Knowledge of accessibility, inclusive design, and ethical research practices.
- Strong facilitation, stakeholder engagement, and communication skills.
- Familiarity with tools such as Miro, Mural, Dovetail, or similar research and collaboration platforms.
Desirable
- Experience working within public sector, GDS, NHS, or regulated environments.
- Understanding of service design and user‑centred design frameworks.
- Experience supporting research operations, recruitment, or insight management.
Benefits
- Insurance coverage
- Medical benefits
- Pension plan
- Member Assistant Programme
- Check4Cancer
- Flexible time off
- Share Purchase Plan
- Member discounts
- Dental benefits
- Vision benefits
- Profit Participation Plan
- Health and Wellbeing Programme
Additional Information
Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position, and you will be expected to travel to CGI offices or client sites 2‑3 days per week on average.
