User Researcher

At CGI, we help UK Government organisations deliver accessible, user-centred digital services that improve outcomes for millions of citizens. As a User Researcher, you’ll play a pivotal role in shaping services through meaningful research, insight-driven decision making, and collaborative delivery. Working within multidisciplinary teams, you’ll influence service design, champion inclusive experiences, and ensure solutions align with government standards and accessibility requirements. This is an opportunity to contribute to high-impact public sector programmes while growing your expertise in an environment that values innovation, ownership, and continuous support to help you succeed and develop your career.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.

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.

Profil recherché

In this role, you will lead and deliver user research activities that help shape and improve digital public services across UK government programmes. You’ll work closely with designers, product managers, developers, and stakeholders to uncover user needs, identify service pain points, and ensure solutions are inclusive, accessible, and aligned with Government Digital Service standards. Your insights will directly influence service design decisions and contribute to the successful delivery of user-centred outcomes.

You’ll have the opportunity to take ownership of research strategies and methodologies, applying both qualitative and quantitative approaches to generate actionable insights. Working in collaborative multidisciplinary teams, you’ll advocate for users throughout the service lifecycle while helping to foster a culture of continuous improvement, innovation, and evidence-based decision making.

Key responsibilities:

• Lead & Deliver user research activities across government digital services

• Conduct & Analyse qualitative and quantitative research using a range of approved methods

• Develop & Present research findings, personas, empathy maps, and user journey insights

• Collaborate & Influence multidisciplinary teams and stakeholders to embed user-centred design

• Support & Guide service assessments aligned to Government Service Standards

• Champion & Improve accessibility and inclusive research practices aligned to WCAG 2.2AA

• Identify & Address user pain points and opportunities for service enhancement

• Ensure & Maintain ethical research practices, privacy standards, and compliance requirements

Required qualifications to be successful in this role

To succeed in this role, you should have strong experience delivering user research within UK government or public sector environments, with a solid understanding of Government Digital Service standards and accessibility requirements. You’ll bring excellent communication and stakeholder management skills, alongside the ability to translate complex research findings into meaningful service improvements. Experience working within agile multidisciplinary teams and advocating for user-centred design approaches is essential.

Essential qualifications and experience:

• Proven experience conducting user research within a UK government environment

• Strong understanding of the GOV.UK Service Manual, Government Service Standards, and Design Principles

• Knowledge of WCAG 2.2AA accessibility standards and inclusive research practices

• Experience using qualitative and quantitative research methods

• Ability to analyse and synthesise research findings into actionable recommendations

• Strong stakeholder engagement and influencing skills

• Experience working within agile, multidisciplinary delivery teams

• Excellent written and verbal communication skills

• Understanding of ethical research practices, consent, and data privacy requirements

• Practical experience using AI tools that improve service delivery, applying judgement about their appropriate use in user-centred, accessible and evidence-led public services is also highly desirable.

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