User Researcher

About the job you're considering

We're building the next generation of design  a User Researcher in our Experience Design team, you'll ensure that the voices, needs, and behaviours of users are at the heart of the services we design. You'll work across complex ecosystems, running research that shapes strategy, informs design, and influences delivery. You will join the growing Digital Customer Experience (DCX) practice within Capgemini.
We're looking for researchers who are curious, collaborative, and ambitious about the future of design. People who thrive in ambiguity, bring clarity through evidence, and can turn insight into action. Above all, you're passionate about how user research - combined with data and AI - can create fairer, more inclusive, and more sustainable services.

The role of the User Researcher is indeed evolving. As AI becomes more integrated into research, the job is shifting from a purely manual data collector to a strategic, human-centered analyst and storyteller. This is more than a research role-it's a chance to shape how organizations research and design in the age of AI. You'll take on challenges, grow your craft, and join a community pushing the boundaries of design.

• Lead the research for your team, using your expertise to suggest the best approaches and methodologies to capture the right user insights, with an eye towards leveraging AI tools to enhance efficiency and scale.
• Work closely with clients, stakeholders, product managers, designers, developers, and other User Researchers to plan and conduct high-impact research that helps develop a better understanding of our clients' users.
• Contribute to creating better products and services that solve user problems and meet their needs, ensuring AI-driven solutions are ethical, inclusive, and user-centric.
• Plan and run both traditional and AI-enhanced qualitative studies, including remote and in-person interviews, observations, diary studies, and usability studies.
• Integrate quantitative methods such as surveys to identify actionable insights. Collaborate with the analytics team and utilise AI-powered tools to enhance and scale qualitative insights, providing a holistic view.
• Consider the end-to-end user journey and external factors that may impact the user experience, including business, policy, and technical constraints.
• Communicate research findings and involve your team in analysis and synthesis to develop empathy with the users and enable evidence-based design decisions. You will also be skilled in interpreting and contextualising AI-generated insights, ensuring accuracy and ethical use.

• Experience and demonstrable domain knowledge working with Government Digital Service (GDS) service standards, using GDS design principles.
• Hands‑on experience leading user research, using qualitative, quantitative or mixed‑methods and knowing when to apply them appropriately.
• Experience across multiple phases of a product or service lifecycle, from discovery and exploration through to design and delivery.
• Strong storytelling, communication, stakeholder management, and facilitation skills.
• Experience working in multi‑disciplinary, agile teams where you've led the user research and influenced the design of a product or service through the insights you've gathered.
• Familiarity with using prototypes to test hypotheses, assumptions, and user journeys.

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

You'd be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally…