Job Description
We are seeking an experienced User Researcher to help design and deliver user‑centred digital products and services that meet real user needs. You will play a key role in ensuring research and insight are at the heart of decision‑making, working closely with multidisciplinary teams to inform service design, policy, and delivery.
This role is particularly suited to someone with experience working for public sector organisations, who understands governance, accessibility, and the need to design inclusive services at scale.
Key Responsibilities
* Plan, design, and conduct user research to support the end‑to‑end delivery of digital services
* Apply a range of qualitative and quantitative research methods (e.g. interviews, usability testing, surveys, ethnographic research)
* Translate research insights into clear, actionable recommendations that influence design and delivery decisions
* Advocate for user needs while balancing organisational, policy, and technical constraints
* Collaborate closely with designers, product managers, developers, and stakeholders across multidisciplinary teams
* Ensure research activities align with public sector standards, ethics, accessibility, and data protection requirements
* Support continuous improvement by evaluating live services and iterating based on user feedback
* Clearly communicate research findings through reports, presentations, and workshops
Essential Skills & Experience
* Proven experience working as a User Researcher on digital products or services
* Experience working for public sector organisations (e.g. central government, local authorities, arm’s‑length bodies, NHS, or similar)
* Strong understanding of user‑centred design principles and service design methodologies
* Experience working in agile delivery environments
* Ability to plan and run research independently, managing logistics and recruitment
* Confidence engaging with a wide range of users, including vulnerable or hard‑to‑reach groups
* Excellent communication and storytelling skills, with the ability to influence stakeholders
About Us
As part of the TCS Interactive network, you will be part of a 50-person design studio based in Old Street. TCS Interactive is a leader in the digital customer experience space. With a human‑first approach, we apply design, engineering, business strategy and subject matter expertise to deliver award‑winning iconic design and digital experiences for our customers.
We pride ourselves in our ability to influence products at the highest level by delivering strategic ideas from inception to launch. We help our clients understand the context of their products, create a compelling vision for them and make these experiences a reality.
We believe that together we’re stronger, that inspiration can come from anywhere and great ideas from anyone. The difference in our work comes from the diversity of perspectives, skills and backgrounds of our team.