Senior User Researcher – AI

Overview

We are seeking an experienced Senior User Researcher to lead research activities for a

Generative AI platform for a UK government department. This role focuses on understanding

how internal government users work today, how they perceive and trust AI-assisted outputs,

and how the platform can be designed to support safe, effective, human-in-the-loop

decision-making - while meeting GOV.UK Service Standard expectations for user research.

Key Responsibilities

Research Strategy & Planning

Define and own the user research plan across discovery, alpha, beta, and live phases,

ensuring research activities are timed to inform key product and design decisions rather than

validate them after the fact.

Understanding Trust & AI Interaction

Conduct research to understand how internal government users interpret, trust, and act on

AI-generated answers, retrieval sources, and confidence indicators, surfacing risks around

over-reliance, misunderstanding, or mistrust of AI outputs.

Research Execution

Plan and conduct a range of research activities - including interviews, contextual inquiry,

usability testing, and diary studies - with civil servants and other internal government users,

recruiting participants in line with government research standards and data handling policies.

Human-in-the-Loop Validation

Test and validate that human-in-the-loop checkpoints and escalation flows (as defined by

policy/technical leads) are understood and usable by real users - an execution and

validation role, not a policy-setting one.

Synthesis & amp; Insight Sharing

Synthesise research findings into clear, actionable insights for Product, UX, and

Engineering teams, and present findings to senior stakeholders in a way that supports

evidence-based decision-making.

Service Assessment Support

Prepare and present user research evidence for GOV.UK service assessments

(Alpha/Beta/Live), ensuring research practices and outputs meet the Service Standard's

evidentiary requirements.

Documentation & Handover

Contribute research findings, methodologies, and participant insights to "Docs-as-Code"

artifacts supporting the OKUA knowledge-transfer framework, so future teams understand

the evidence behind design and product decisions.

Cross-Functional Collaboration

Work closely with UX Designers, Product Managers, and Engineers to ensure research

findings directly inform design iterations, evaluation criteria, and roadmap prioritisation.

Required Skills & Experience

• Demonstrable experience as a User Researcher on complex, digital products, ideally

involving data-heavy or AI-assisted systems

• Strong grounding in a range of qualitative (and ideally quantitative) research

methods: interviews, usability testing, contextual inquiry, surveys

• Experience researching trust, transparency, and comprehension issues in software

presenting automated or algorithmic outputs

• Experience recruiting and conducting research with government or otherwise

sensitive/regulated user groups, following appropriate ethical and data protection

standards

• Practical experience with GOV.UK Service Standard research expectations and

preparing evidence for service assessments

• Strong synthesis and communication skills, able to translate research into clear

recommendations for varied audiences (designers, engineers, senior stakeholders)

• Comfortable working within secure, regulated environments and handling sensitive

data appropriately

Desirable Experience

• Direct experience researching LLM/RAG-based products, chatbots, or other AI-

assisted decision-making tools

• Experience delivering digital services within UK central government or the wider

public sector

• Experience designing or evaluating human-in-the-loop or escalation workflows
• Familiarity with accessibility research methods and inclusive design principles
• Exposure to research repositories, tooling, or open-source UX research communities