UX Researcher/Content Lead (Redesign of IRIS Services) - REMIT Programme

📍 Job Overview

Job Title: UX Researcher/Content Lead (Redesign of IRIS Services) - REMIT Programme Company: Adam Smith International Location: Islamabad, Islamabad Capital Territory, Pakistan Job Type: CONTRACTOR Category: User Experience (UX) / Service Design Operations Date Posted: 2025-08-06 Experience Level: 5-10 Years Remote Status: Remote OK

🚀 Role Summary

• This role is crucial for enhancing government digital services through a Human-Centered Design (HCD) approach, focusing on improving user experience and efficiency within the Federal Board of Revenue (FBR) IRIS portal.
• The position requires a blend of user research, content strategy, and service design expertise to analyze current systems, identify pain points, and conceptualize future-state improvements aligned with global best practices and accessibility standards.
• The incumbent will play a key role in bridging the gap between user needs, design execution, and development, ensuring that redesigned services are intuitive, effective, and accessible to all taxpayers.
• This is a contract position focused on a specific program (REMIT) aimed at driving systemic reforms in Pakistan's revenue mobilization, investment, and trade sectors.

📝 Enhancement Note: While the title includes "Content Lead," the core responsibilities and listed duties heavily emphasize UX Research and Service Design. The "Content Lead" aspect appears to be integrated into the UX research process, likely focusing on content strategy for the redesigned digital services rather than a standalone content leadership role. The role is operational in nature, focusing on the execution and improvement of digital service delivery for a government entity.

📈 Primary Responsibilities

• Conduct comprehensive qualitative and quantitative user research to deeply understand taxpayer needs, behaviors, and pain points within the FBR IRIS portal.
• Plan and execute rigorous usability testing on prototypes and existing services to identify areas for improvement in user flow, interface design, and overall user experience.
• Perform thorough competitive and comparative analysis of digital tax service platforms globally to benchmark IRIS services and identify best practices for implementation.
• Contribute significantly to the conceptualization of future-state IRIS services, ensuring designs adhere to the 18F Digital Services Standards and WCAG 2.1 accessibility compliance.
• Develop and refine content strategy for the redesigned IRIS services, ensuring clarity, accuracy, and user-friendliness in all textual elements and user guidance.
• Collaborate closely with service designers, developers, and FBR stakeholders to translate research insights into actionable design recommendations and functional service improvements.
• Analyze the current state of IRIS services, documenting identified pain points and proposing solutions that align with the program's objectives of efficiency, effectiveness, and improved taxpayer trust.
• Facilitate workshops and stakeholder consultations to gather feedback, validate design hypotheses, and build consensus around proposed service enhancements.
• Ensure that all research methodologies and design outputs are documented comprehensively, supporting the program's knowledge management and capacity-building objectives for FBR.

📝 Enhancement Note: The responsibilities highlight a hands-on approach to improving government digital services, focusing on the operational execution of UX research and service design principles. The emphasis on "18F Digital Services Standards" and "WCAG 2.1 accessibility compliance" indicates a need for meticulous adherence to established digital service frameworks, common in public sector digital transformation projects.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Service Design, User Experience (UX) Design, Human-Computer Interaction (HCI), Information Architecture, or a closely related field.

Experience:

• A minimum of 5 years of progressive experience in UX Research, Service Design, Content Strategy, UX Writing, or Information Architecture.
• Proven experience in conducting various forms of user research (e.g., interviews, surveys, ethnography, contextual inquiries) and usability testing.
• Demonstrated experience in analyzing service ecosystems, identifying user journeys, and mapping service blueprints.
• Track record of contributing to the development of digital services that prioritize user experience and accessibility.
• Experience working within cross-functional teams, bridging research, design, development, and business stakeholders.
• At least 3 years of specific experience in content strategy, UX writing, or information architecture, demonstrating the ability to shape user-facing content.

Required Skills:

• User Research: Expertise in planning, conducting, and analyzing qualitative and quantitative user research to uncover user needs and pain points.
• Usability Testing: Proficiency in designing and executing usability tests to evaluate the effectiveness and efficiency of digital interfaces.
• Service Design: Strong understanding of service design principles, methodologies, and frameworks for improving customer experiences.
• Content Strategy: Demonstrated ability to develop content strategies that support user goals and business objectives within digital products.
• UX Writing/Information Architecture: Skill in crafting clear, concise, and user-friendly microcopy and organizing information logically for intuitive navigation.
• User-Centered Design (UCD): Deep knowledge of UCD principles and their application in iterative design processes.
• Web Accessibility: Strong understanding of web accessibility standards, particularly WCAG 2.1, and how to implement them.
• Collaboration: Proven ability to work effectively in multidisciplinary teams, fostering a collaborative and productive environment.
• Design Software Proficiency: Familiarity with industry-standard design and prototyping tools such as Figma, Sketch, Adobe Creative Suite (e.g., XD).

Preferred Skills:

• Experience with government digital service redesign projects or similar large-scale public sector initiatives.
• Familiarity with the 18F Digital Services Standards or similar government digital frameworks.
• Experience in developing and delivering user research training or capacity-building sessions.
• Knowledge of Agile methodologies and their application in UX and service design.
• Experience in information architecture, particularly in structuring complex digital platforms.

📝 Enhancement Note: The requirement for a minimum of 5 years of experience, combined with specific needs in UX Research, Service Design, and Content Strategy, positions this role as a senior contributor. The mention of "18F Digital Services Standards" and "WCAG 2.1" signifies a need for candidates familiar with established public sector digital transformation guidelines, which often involve rigorous process adherence and documentation.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio demonstrating a strong background in service design and UX research, showcasing relevant projects from conception to completion.
• Portfolio pieces should clearly illustrate the candidate's approach to understanding user needs, problem definition, ideation, prototyping, and user testing.
• Examples of successful content strategy implementation for digital products, including UX writing samples, information architecture diagrams, or content audits.
• Demonstrate the ability to translate complex user insights and business requirements into intuitive and effective service designs.
• Showcase projects that have achieved measurable improvements in user experience, efficiency, or user satisfaction.

Process Documentation:

• Evidence of creating detailed user research plans, methodologies, and analysis reports.
• Examples of user journey maps, service blueprints, wireframes, and interactive prototypes that effectively communicate design solutions.
• Documentation of how accessibility standards (WCAG 2.1) were integrated into the design and research process.
• Case studies detailing the impact of content strategy on user engagement and task completion within digital services.
• Demonstrate experience in documenting processes for capacity building, particularly in service design and UX research, for organizational stakeholders.

📝 Enhancement Note: The emphasis on a portfolio that showcases a full design and research lifecycle, including documentation of processes and adherence to standards like WCAG, is critical. This indicates that the hiring team will be looking for evidence of a structured, methodical approach to service improvement, not just final deliverables.

💵 Compensation & Benefits

Salary Range:

• Given the contract nature, location (Islamabad, Pakistan), and the seniority of the role (5-10 years of experience), a competitive daily or monthly rate would be expected. Based on industry benchmarks for skilled UX Researchers and Digital Service Designers in Pakistan, and considering the international development program context, the estimated range could be approximately PKR 400,000 - 700,000 per month for a full-time equivalent. This estimate is based on general market data for specialized digital roles and may vary based on the applicant's specific experience, qualifications, and the final negotiation with Adam Smith International.

Benefits:

• Contractual Engagement: Opportunity to work on a high-impact international development program funded by FCDO.
• Professional Development: Potential for exposure to advanced service design methodologies and cross-cultural collaboration.
• Flexible Work Arrangement: The "Remote OK" status offers flexibility in work location, though the role is based in Islamabad.
• Impactful Work: Contribute directly to Pakistan's economic objectives by improving government service delivery and revenue mobilization.
• Networking Opportunities: Engage with a diverse team of international and local experts in development, economics, and technology.

Working Hours:

• The standard working hours are estimated at 40 hours per week, typical for a full-time contractor role. Flexibility may be afforded based on project needs and team coordination, especially given the remote-friendly aspect.

📝 Enhancement Note: As this is a contractor position, benefits are typically different from permanent roles. The salary estimate is derived from general market knowledge for similar roles in the specified region and sector, factoring in the experience level and the nature of the program.

🎯 Team & Company Context

🏢 Company Culture

Industry:

• Adam Smith International operates within the international development and consultancy sector, focusing on economic development, governance, and technical assistance. This context means the work is often mission-driven, aiming for sustainable positive impact in partner countries like Pakistan. Company Size:
• Adam Smith International is a medium to large organization, typically employing hundreds of staff globally, with significant project-specific teams deployed in various countries. This size suggests established HR processes, project management structures, and opportunities for diverse professional interactions. Founded:
• Founded in 1992, Adam Smith International has a long history of implementing development programs. This longevity indicates stability, experience, and a deep understanding of the complexities of international development work.

Team Structure:

• The UX Researcher/Content Lead will report to the REMIT Tax Lead and the REMIT Service Design Lead. This dual reporting structure suggests a project-focused team with clear leadership for both thematic (tax mobilization) and functional (service design) aspects.
• The role will be part of the REMIT programme's broader team, likely including policy advisors, economists, sector specialists, and other technical experts, fostering a multidisciplinary working environment.
• Collaboration will be essential with internal service designers, external consultants, and key stakeholders within the Federal Board of Revenue (FBR), requiring strong communication and stakeholder management skills.

Methodology:

• The REMIT program and its FBR Service Design Initiative (SDI) explicitly adopt a Human-Centered Design (HCD) approach, emphasizing user research, iterative prototyping, and co-creation.
• Design processes will be guided by established standards, specifically the 18F Digital Services Standards, which promote agile development, user focus, and accessibility.
• Data-driven decision-making is paramount, utilizing insights from user research, analytics, and performance metrics to inform service improvements and strategic planning.

Company Website:

• www.adamsmithinternational.com

📝 Enhancement Note: The company's focus on international development suggests a culture that values impact, cross-cultural understanding, and rigorous project execution. The specific mention of HCD and adherence to standards like 18F indicates a commitment to modern, user-centric digital practices within the public sector context.

📈 Career & Growth Analysis

Operations Career Level:

• This role is positioned at a mid-to-senior level within the operations and digital transformation space. It requires a specialist with proven expertise in UX Research and Service Design, capable of independently driving research initiatives and contributing to strategic service conceptualization. The "Content Lead" aspect suggests an added layer of responsibility for shaping the user-facing narrative and information architecture of digital services.

Reporting Structure:

• Reporting to the REMIT Tax Lead and REMIT Service Design Lead, the individual will be integrated into a project team with clear lines of accountability. This structure allows for guidance on program objectives and technical execution while providing autonomy in research and design activities.

Operations Impact:

• The UX Researcher/Content Lead will have a direct impact on the efficiency and effectiveness of Pakistan's Federal Board of Revenue's digital services. By improving user experience and compliance through the IRIS portal redesign, the role contributes to increased taxpayer compliance, enhanced government revenue collection, and strengthened macroeconomic stability – core objectives of the REMIT program. The work directly supports the goal of modernizing government services and fostering economic growth.

Growth Opportunities:

• Skill Specialization: Deepen expertise in Human-Centered Design, service design for public sector digitalization, and accessibility standards.
• Project Leadership: Potential to lead research phases for future digital service redesign projects within the REMIT program or other Adam Smith International initiatives.
• Cross-Cultural Experience: Gain invaluable experience working in a development context with diverse stakeholders and government institutions.
• Industry Recognition: Contribute to a high-profile program that aims to set new standards for digital service delivery in Pakistan, potentially leading to further opportunities in international development or government digital transformation.
• Content Strategy Development: Expand capabilities in content strategy and UX writing within a complex, regulated environment.

📝 Enhancement Note: The role offers significant growth by allowing the candidate to contribute to a high-profile development program with direct impact on public services and national economic goals. The focus on specific standards and methodologies provides opportunities for specialized skill development.

🌐 Work Environment

Office Type:

• While the role is listed as "Remote OK," the primary location is Islamabad, Pakistan. This suggests that Adam Smith International likely has an established office presence there, and the project team may operate in a hybrid manner or utilize office facilities for specific meetings or workshops. The overall environment will be professional and project-oriented, characteristic of international development consultancies.

Office Location(s):

• The primary designated location is Islamabad, Pakistan. This implies that any in-person collaboration, if required, would likely occur in or around Islamabad.

Workspace Context:

• The workspace will be project-driven, with a strong emphasis on collaboration, data analysis, and iterative design processes. As part of an international program, there will be exposure to diverse perspectives and working styles.
• Access to relevant design and research software and tools is expected. Collaboration will likely occur through digital platforms, project management tools, and video conferencing.
• The role offers opportunities for frequent interaction with service designers, program leads, and government officials, fostering a dynamic and engaging work environment focused on achieving specific development outcomes.

Work Schedule:

• The standard work schedule is likely aligned with typical business hours in Pakistan (e.g., Monday-Friday), with an expectation of 40 hours per week. However, project timelines and international collaboration may necessitate some flexibility in working hours.

📝 Enhancement Note: The "Remote OK" status is a key aspect, offering flexibility. However, candidates should be prepared for potential requirements to engage in person in Islamabad, especially for critical project phases or stakeholder meetings, a common practice in development programs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CVs and portfolios to assess qualifications, experience, and alignment with the role's requirements.
• First Interview: Likely a behavioral and technical interview with the Hiring Manager(s) (REMIT Tax Lead and/or Service Design Lead) to discuss experience, approach to UX research, service design, and content strategy. Expect questions about past projects and problem-solving skills.
• Portfolio Review/Presentation: A dedicated session where the candidate presents their portfolio, detailing specific projects, their role, methodologies used, challenges faced, and outcomes achieved, with a focus on relevance to government service design and accessibility.
• Second/Final Interview: May involve further discussion on strategic thinking, stakeholder management, and cultural fit, possibly with additional senior team members or a panel.
• Reference Checks: Standard verification of professional references.

Portfolio Review Tips:

• Highlight Relevance: Curate portfolio pieces that specifically demonstrate UX research and service design for digital platforms, ideally with government or complex enterprise applications.
• Showcase Process: Clearly articulate your end-to-end process for each project, from initial research and problem definition to iterative design, testing, and implementation. Use visuals like journey maps, wireframes, and research findings.
• Quantify Impact: Where possible, include metrics that demonstrate the positive impact of your work (e.g., improved task completion rates, reduced error rates, increased user satisfaction scores).
• Detail Your Role: Be specific about your contributions, especially in a team environment. Clearly outline what you did.
• Address Content Strategy: Include examples of how you've applied content strategy, UX writing, or information architecture to improve user understanding and engagement.
• Accessibility Focus: Explicitly mention and demonstrate how you incorporated accessibility principles (WCAG 2.1) into your designs and research.

Challenge Preparation:

• Expect potential scenario-based questions asking how you would approach specific research or design challenges relevant to government services (e.g., "How would you research the needs of diverse taxpayer segments?").
• Be prepared to discuss your understanding of the 18F Digital Services Standards and how you would apply them.
• Practice articulating your thought process clearly and concisely, mirroring how you would present findings to stakeholders or team members.

📝 Enhancement Note: The interview process is likely to be thorough, with a strong emphasis on the portfolio as evidence of practical skills and a structured approach. Candidates should prepare to articulate their methodology and impact clearly, demonstrating an understanding of the specific context of government service improvement.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Tools: Proficiency in tools for surveys (e.g., SurveyMonkey, Qualtrics), user interviews (e.g., Zoom, Google Meet), and potentially analytics platforms for quantitative data.
• Design & Prototyping Tools: Strong command of industry-standard software such as Figma, Sketch, or Adobe XD for wireframing, prototyping, and creating design mockups.
• Collaboration Platforms: Familiarity with tools like Slack, Microsoft Teams, Jira, Confluence for team communication, project management, and documentation.
• Content Management Systems (CMS) / Digital Experience Platforms (DXP): While not explicitly stated, experience with platforms used for managing government digital content could be beneficial.

Analytics & Reporting:

• Web Analytics Tools: Experience with tools like Google Analytics to understand user behavior on digital platforms.
• Data Analysis Tools: Proficiency in spreadsheet software (e.g., Microsoft Excel, Google Sheets) for organizing and analyzing qualitative and quantitative research data. Familiarity with data visualization tools (e.g., Tableau, Power BI) for reporting findings could be a plus.

CRM & Automation:

• CRM Tools: While not directly a CRM role, understanding how customer data is managed within a CRM (like Salesforce) can provide context for user segmentation and journey mapping.
• Automation Tools: Familiarity with workflow automation concepts may be relevant for understanding how service processes can be streamlined.

📝 Enhancement Note: The core technical requirements revolve around design and research software. The emphasis on government standards suggests a need for robust documentation and reporting capabilities, often supported by standard office productivity and collaboration tools.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental value driving all design and research decisions, ensuring that the taxpayer experience is at the forefront.
• Impact-Driven: A commitment to achieving tangible improvements in service delivery, revenue collection, and economic development for Pakistan.
• Collaboration & Teamwork: Emphasis on working effectively within multidisciplinary teams, sharing knowledge, and supporting colleagues to achieve common goals.
• Excellence & Quality: Striving for high standards in research methodologies, design execution, and adherence to international best practices and accessibility guidelines.
• Integrity & Professionalism: Upholding ethical standards in research and operations, maintaining professionalism in interactions with stakeholders and team members.

Collaboration Style:

• The team likely fosters a collaborative environment where open communication and constructive feedback are encouraged. Cross-functional collaboration with policy, finance, and IT experts within the REMIT program, as well as with FBR officials, will be key.
• A proactive approach to problem-solving and a willingness to adapt methodologies based on project needs and stakeholder feedback are valued.
• Knowledge sharing and continuous learning are expected, particularly in the rapidly evolving field of digital service design and government modernization.

📝 Enhancement Note: The culture is likely to be professional, mission-oriented, and focused on delivering impactful development results through collaborative efforts. Adaptability and a commitment to user needs are crucial.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Bureaucracy: Working with government entities like FBR can present unique challenges related to stakeholder engagement, decision-making processes, and implementation timelines.
• Bridging Digital Divides: Addressing varying levels of digital literacy and access among different taxpayer segments in Pakistan will require nuanced research and design solutions.
• Adherence to Standards: Ensuring strict compliance with the 18F Digital Services Standards and WCAG 2.1 requires meticulous attention to detail throughout the design and development lifecycle.
• Cross-Cultural Communication: Effectively communicating research findings and design recommendations across different cultural contexts and professional backgrounds.
• Balancing User Needs with System Constraints: Finding optimal design solutions that meet user expectations while respecting existing technical infrastructure and policy requirements within FBR.

Learning & Development Opportunities:

• Mastering Government Digitalization: Gaining deep insights into the processes and challenges of digital transformation within public sector organizations.
• Advanced UX & Service Design Methodologies: Applying and refining skills in Human-Centered Design in a real-world, impactful context.
• Accessibility Expertise: Becoming an expert in implementing web accessibility standards for government services.
• International Development Program Exposure: Understanding the operational dynamics and strategic objectives of large-scale international development projects.
• Content Strategy in Regulated Environments: Developing specialized skills in crafting clear and compliant content for government services.

📝 Enhancement Note: This role offers significant opportunities to tackle complex challenges within the public sector, fostering growth in specialized areas of digital transformation and development work.

💡 Interview Preparation

Strategy Questions:

• Be prepared to discuss your overall philosophy on user research and service design, particularly within the context of government services. How do you ensure user needs are prioritized while meeting institutional goals?
• How would you approach understanding the diverse needs of taxpayers in Pakistan, considering varying levels of digital literacy? Describe your methodology for user segmentation in research.
• Given the requirement for 18F Digital Services Standards and WCAG 2.1 compliance, how would you ensure these are integrated into your research and design process from the outset?
• Describe a time you had to influence stakeholders to adopt a user-centered approach or a specific design recommendation. What strategies did you use?
• Walk us through a complex service design or UX research project from your portfolio. What was the problem, your approach, the challenges, and the key outcomes?

Company & Culture Questions:

• Research Adam Smith International's mission and past projects, particularly in Pakistan or similar regions. Understand the goals of the REMIT program.
• Consider how your personal values and working style align with a mission-driven organization focused on international development and public sector improvement.
• Think about how you contribute to team collaboration and knowledge sharing in a multidisciplinary environment.

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem statement, your specific role and responsibilities, the methodologies you employed (research, design, testing), key insights derived, design decisions made, and the measurable impact or outcomes.
• Show, Don't Just Tell: Use visuals extensively – user journey maps, personas, wireframes, interactive prototypes, research findings summaries, and accessibility compliance checks.
• Focus on Process and Impact: Emphasize your thought process, how you adapted to challenges, and the tangible results of your work (efficiency gains, user satisfaction improvements, etc.).
• Highlight Content Strategy: If applicable, showcase how your content strategy or UX writing improved clarity, usability, or achieved specific communication goals.
• Practice Your Delivery: Ensure you can articulate your work clearly, concisely, and confidently within a given timeframe. Be ready to answer detailed questions about any aspect of your presented projects.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of UX research and service design principles, practical application through portfolio examples, and an awareness of the unique challenges and requirements of working within a government development program.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Adam Smith International careers portal.
• Portfolio Customization: Tailor your portfolio to highlight projects that demonstrate your experience in user research, service design, UX writing, and adherence to accessibility standards, ideally showcasing work on digital platforms or within public sector contexts.
• Resume Optimization: Ensure your resume clearly articulates your years of experience in relevant fields, highlights key responsibilities, and quantifies achievements using numbers and data where possible, focusing on skills like user research, usability testing, and content strategy.
• Interview Preparation: Practice presenting your portfolio, focusing on clear explanations of your process, methodologies, challenges, and the impact of your work. Prepare specific examples that showcase your problem-solving skills and ability to collaborate.
• Company Research: Familiarize yourself with Adam Smith International, the REMIT program, and the Federal Board of Revenue (FBR) to understand the project's objectives, the organizational context, and potential challenges related to government service delivery.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.