Our client, based in Surrey, is currently recruiting for a Senior User Researcher / Service Designer on a 3-month contract.

The position is due to start immediately on a part-time basis (2.5-3 days per week) and offers a day rate of £400-500 per day.

The ideal candidate will have extensive experience delivering user research and service design projects within complex public sector environments, with a strong background in qualitative research, customer journey mapping and stakeholder engagement. Experience working within housing, local government or related sectors is highly desirable.

Duties will include (but are not limited to):

• Conducting qualitative research with social housing tenants through interviews and focus groups
• Developing and refining eight tenant personas that reflect a range of diverse needs and lived experiences
• Mapping key customer journeys across housing repairs, digital services and customer contact channels
• Identifying customer pain points and opportunities for service improvement
• Reviewing existing customer insight data, process maps, case studies and service information
• Producing research reports, customer journey maps and actionable recommendations
• Delivering training and upskilling sessions on user research and service design methodologies
• Developing a customer journey mapping toolkit, including templates and documented methodologies
• Working closely with housing, research and transformation teams to build internal capability
• Presenting findings and recommendations to a range of stakeholders across the organisation

Experience required:

• Minimum five years' experience delivering user research and/or service design projects
• Experience conducting primary qualitative research with residents, tenants or service users
• Experience developing personas, customer journey maps and insight reports
• Experience working within public sector, housing, health or similarly complex service environments
• Experience mentoring, coaching or upskilling staff in user research and service design approaches

Skills, knowledge and expertise required:

• Strong qualitative research skills including interviews, focus groups and co-design workshops
• Expertise in customer journey mapping and service blueprinting
• Knowledge of inclusive and accessible research practices
• Strong analytical skills with the ability to synthesise complex data into actionable insights
• Excellent stakeholder engagement and communication skills
• Understanding of GDPR, informed consent, safeguarding and ethical research practices
• Proficiency with tools such as Miro, FigJam, PowerPoint and Excel

Rewards and Benefits:

• Flexible hybrid working arrangement
• Mostly remote working
• Opportunity to influence a strategic housing improvement programme
• Exposure to senior stakeholders across housing and local government services

Working hours:

• 2.5-3 days per week
• Flexible working pattern
• Some face-to-face research required in Guildford during June and July

Please note that you require recent relevant experience to apply for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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