Senior User Researcher – Customer Experience Programme
Grade D – £45,091 – £53,460
Consultation grade – subject to formal evaluation under the Pay Equity Review
Working 36.5 hours per week
Fixed Term Contract / Secondment until March 2026 (subject to future funding)
Role Overview
The Customer Experience Programme delivers excellent customer service for everyone in Birmingham. We are redesigning services, consolidating support functions, improving customer experience, driving channel shift, and creating efficient customer contact through multiple access channels. The programme embeds a culture of continuous improvement and employs data‑driven, joined‑up services and human‑centred design to make every interaction with the council efficient, consistent, and customer‑focused.
Responsibilities
* Redesign services to enhance customer experience.
* Consolidate support functions across the council.
* Improve customer experience and drive channel shift.
* Ensure efficient customer contact through multiple access channels.
* Embed a culture of continuous improvement.
* Leverage data, joined‑up services, and human‑centred design.
Qualifications & Personal Attributes
* Collaborative and open‑minded.
* Committed to delivering positive outcomes.
* Experience in user research, customer experience or related fields (preferred but not mandatory).
How to Apply
Please upload your up‑to‑date CV as part of your application – CVs are required for shortlisting. We cannot consider applications without a CV attached.
Birmingham City Council is an accredited Disability Confident Leader employer and is committed to employing, retaining and developing all of our people. If you need reasonable adjustments or additional support during the recruitment process, please let us know.
Proof of right to work in the UK will be required for all applicants in accordance with UK Home Office requirements before any offer is confirmed.
For informal enquiries, please contact resourcing@birmingham.gov.uk. We welcome applications from people with caring responsibilities and flexible working options will be considered.
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