User Researcher

Role Title: User Researcher Location: Telford, onsite Duration: 6 months contract + potential extension Opportunity

• We are seeking a User Researcher to join a multidisciplinary team supporting Fraud Prevention Centre and the ongoing evolution of the Security Console service.
• The immediate focus will be on understanding and improving the user journeys into the Security Console, particularly via Personal Tax Account (PTA) and Business Tax Account (BTA) channels. The successful candidate will help uncover user needs, identify barriers to adoption, and provide evidence-based recommendations that inform future service improvements and investment decisions. The engagement may subsequently expand into broader Security Console research and service design activities. Key Responsibilities
• Plan and conduct user research activities across discovery and design phases.
• Analyse existing research, service data and stakeholder insight.
• Understand user behaviour and routes into the Security Console service.
• Develop journey maps, personas and research artefacts.
• Identify user needs, pain points and opportunities for improvement.
• Support testing and validation of design concepts and prototypes.
• Present findings and recommendations to stakeholders in a clear and compelling manner.
• Collaborate closely with product, design, business analysis and delivery colleagues. Essential Skills
• Proven experience delivering user research within multidisciplinary Agile teams.
• Strong qualitative research skills, including interviews and usability testing.
• Experience synthesising research findings into actionable recommendations.
• Ability to communicate effectively with a wide range of stakeholders.
• Experience creating journey maps, personas and insight reports.
• Strong analytical and problem-solving skills. Desirable Skills
• Experience working within government or highly regulated environments.
• Familiarity with GDS standards and user-centred design practices.
• Experience of digital identity, security, fraud prevention or account management services.
• Experience supporting discovery and service transformation initiatives. What Success Looks Like
• Clear understanding of how users currently discover and access the Security Console.
• Evidence-based recommendations to improve visibility, discoverability and adoption.
• High-quality research outputs that directly inform future service decisions and delivery priorities.
• Effective collaboration across the multidisciplinary team.