Lead User Researcher

📍 Job Overview

Job Title: Lead User Researcher

Company: Birmingham City Council

Location: Birmingham, England, United Kingdom

Job Type: Full time, Contract

Category: User Research & Service Design (GTM Operations adjacent)

Date Posted: 2026-06-22T14:33:41

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead user research initiatives to inform service redesign and customer experience improvements within a large public sector organization.

• Drive the adoption of human-centred design principles and continuous improvement methodologies across council services.

• Analyze complex user data to identify service gaps and opportunities for efficiency and effectiveness.

• Collaborate with cross-functional teams to translate research findings into actionable service improvements and channel shift strategies.

• Manage and mentor a team of user researchers, fostering a culture of high-quality research and impactful insights.

📝 Enhancement Note: This role, while not strictly a Revenue Operations or Sales Operations role, has significant overlap with GTM (Go-To-Market) operational principles. The focus on customer experience, service redesign, channel shift, and continuous improvement directly impacts how services are delivered and adopted, which in turn affects public engagement and resource allocation, mirroring the efficiency and effectiveness goals of operations teams. The emphasis on data analysis and stakeholder management are core operations competencies.

📈 Primary Responsibilities

• Spearhead the research strategy for the Customer Experience Programme, ensuring alignment with council-wide objectives for service transformation.

• Plan, conduct, and analyze a variety of user research methods (e.g., interviews, surveys, usability testing, ethnographic studies) to understand citizen needs and pain points.

• Translate complex research findings into clear, actionable insights and recommendations for service improvements, digital transformation, and process optimization.

• Lead the design and implementation of new service delivery models, focusing on improved customer journeys and increased channel shift towards digital or more efficient channels.

• Develop and maintain strong relationships with internal stakeholders, including service heads, IT, policy teams, and operational staff, to ensure research insights are effectively integrated into decision-making.

• Mentor and guide junior user researchers, providing constructive feedback and supporting their professional development.

• Champion a user-centred approach across the council, advocating for the needs of citizens and embedding research into the service design lifecycle.

• Measure and report on the impact of user research and service redesign initiatives, using key performance indicators (KPIs) related to customer satisfaction, efficiency, and channel shift.

• Contribute to the development of best practices and standards for user research and service design within Birmingham City Council.

📝 Enhancement Note: The responsibilities highlight a strategic leadership role in user research, directly impacting service delivery efficiency and customer engagement. This translates to operational improvements by reducing friction in citizen interactions, optimizing resource allocation for support functions, and driving adoption of more cost-effective service channels. The focus on "channel shift" is a direct operational goal aimed at improving efficiency and scalability.

🎓 Skills & Qualifications

Education:

• A degree in a relevant field such as Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related discipline is typically expected for a Lead User Researcher.

• Equivalent practical experience in a senior user research role may be considered in lieu of a formal degree. Experience:

• Minimum of 5-10 years of progressive experience in user research, with a significant portion in a lead or senior capacity.

• Proven experience in designing and executing research strategies for complex service environments, preferably within the public sector or large-scale organizations.

• Demonstrated success in translating research findings into tangible service improvements and driving organizational change. Required Skills:

• Advanced User Research Methodologies: Expertise in a wide range of qualitative and quantitative research methods, including but not limited to: in-depth interviews, focus groups, surveys, usability testing, ethnographic research, diary studies, and card sorting.

• Human-Centred Design (HCD) / User-Centred Design (UCD): Deep understanding and practical application of HCD/UCD principles in service design and product development.

• Data Analysis & Synthesis: Ability to analyze complex datasets (qualitative and quantitative), identify patterns, and synthesize findings into clear, actionable insights. Proficiency in using data analysis tools.

• Stakeholder Management & Communication: Excellent ability to communicate complex research findings to diverse audiences, including senior leadership, operational teams, and technical staff, influencing decision-making and driving adoption of recommendations.

• Service Design & Redesign: Experience in mapping customer journeys, identifying pain points, and designing/redesigning services to improve user experience and operational efficiency.

• Agile Methodologies: Familiarity with agile development processes and experience integrating user research within agile sprints.

Preferred Skills:

• Experience in public sector organizations or local government.

• Knowledge of specific CRM or citizen engagement platforms.

• Familiarity with A/B testing and experimentation design.

• Experience in managing and mentoring research teams.

• Understanding of accessibility standards and inclusive design practices.

📝 Enhancement Note: The "5-10 Years" experience level is a strong indicator for a Lead role, implying a need for strategic oversight and team management capabilities beyond execution. The emphasis on "service redesign" and "channel shift" suggests a need for individuals who can not only uncover user needs but also contribute to operational efficiency improvements by optimizing how services are accessed and delivered.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Service Transformation: Provide detailed case studies showcasing your leadership in user research that directly led to significant service redesigns or improvements in customer experience.

• Demonstration of Research Impact: Highlight instances where your research insights influenced strategic decisions, operational changes, or the development of new service delivery models. Quantify impact where possible (e.g., improved satisfaction scores, reduced support costs, increased digital adoption).

• Methodology Showcase: Include examples of how you selected and applied appropriate research methodologies for different project contexts, demonstrating flexibility and strategic thinking in your approach.

• Cross-functional Collaboration Examples: Showcase how you effectively collaborated with diverse teams (e.g., operations, IT, policy, marketing) to integrate research findings and drive implementation.

Process Documentation:

• Research Plan Development: Evidence of creating comprehensive research plans that outline objectives, target audiences, methodologies, timelines, and ethical considerations.

• Insight Synthesis & Reporting: Examples of how you synthesize raw research data into compelling narratives, reports, and presentations that clearly articulate user needs and actionable recommendations.

• Usability Testing & Iteration Protocols: Documentation of your process for conducting usability tests, analyzing results, and iterating on designs based on findings to improve user flows and operational effectiveness.

📝 Enhancement Note: For a Lead User Researcher role, a portfolio is critical. It should not just show what research was done, but how it led to operational improvements and strategic shifts. Demonstrating the ability to translate research into actionable plans for service redesign and channel shift is key.

💵 Compensation & Benefits

Salary Range: £54,495 - £64,811 per annum.

Explanation of Estimate: The provided salary range is explicit in the job description. This range is competitive for a Lead User Researcher role within the UK public sector, reflecting the seniority, specialized skills, and leadership responsibilities associated with managing research for a large-scale program like the Customer Experience Programme at Birmingham City Council.

Benefits:

• Flexible Working Options: The council offers flexibility, which can be crucial for balancing demanding research schedules with personal commitments and optimizing work-life integration.

• Pension Scheme: As a public sector role, a comprehensive pension scheme is typically offered, providing long-term financial security.

• Annual Leave: Generous annual leave entitlement, standard for local government positions.

• Professional Development: Opportunities for training, workshops, and conferences to enhance user research and service design skills.

• Access to Resources: Potential access to a wide range of tools, software, and data for research and analysis.

• Employee Assistance Programme: Support services for staff well-being.

Working Hours: 36.5 hours per week.

Operations Context: While the standard hours are set, the mention of "flexible working options" suggests a degree of autonomy in managing one's schedule, which is advantageous for roles that require deep focus and potentially varied fieldwork or stakeholder engagement times.

📝 Enhancement Note: The salary is clearly stated, along with the note about it being a "Consultation grade - subject to formal evaluation under the Equal Pay Programme," which is important transparency for candidates. The mention of flexible working is a key benefit for operations-adjacent roles that may require non-standard hours for data collection or stakeholder meetings.

🎯 Team & Company Context

🏢 Company Culture

Industry: Local Government / Public Sector Services

Company Size: Large organization (Birmingham City Council is one of the largest local authorities in the UK, employing tens of thousands of people). This scale implies complex organizational structures, diverse user bases, and a significant impact on citizen lives. For operations professionals, this means navigating established processes, collaborating across many departments, and working within a regulated environment.

Founded: Birmingham City Council has a long history, with its origins dating back to the Municipal Corporations Act of 1835. Its modern structure has evolved significantly since then.

Team Structure:

• Customer Experience Programme Team: This role is part of a dedicated programme team focused on transforming how citizens interact with council services.

• Reporting Structure: Likely reports to a Head of Customer Experience, Programme Director, or a senior digital/transformation lead. The role also involves leading a team of user researchers.

• Cross-functional Collaboration: High degree of collaboration expected with service delivery departments, IT, digital teams, policy makers, communication departments, and operational support staff across the council.

Methodology:

• Data-Driven Decision Making: Emphasis on using data and evidence (from user research, operational metrics) to inform strategic decisions.

• Human-Centred Approach: Commitment to designing services around the needs and experiences of citizens.

• Continuous Improvement: A culture that encourages ongoing refinement of processes, services, and digital platforms.

• Agile and Iterative Processes: Adoption of agile principles for service development and transformation projects.

Company Website: https://www.birmingham.gov.uk/

📝 Enhancement Note: Understanding the scale and public sector nature of Birmingham City Council is crucial. Operations roles in such environments often require patience, strong stakeholder management skills, and an understanding of public service mandates. The "Customer Experience Programme" signifies a strategic, cross-departmental initiative that requires significant operational coordination.

📈 Career & Growth Analysis

Operations Career Level: Lead User Researcher. This signifies a senior individual contributor or first-line management role with significant strategic responsibility. It implies ownership of research strategy, methodology, and the impact of research findings on service delivery and operational efficiency.

Reporting Structure: The role will likely report into a senior leadership position within the Customer Experience Programme or a broader Digital Transformation/Service Improvement department. Direct reports are expected, indicating a management component.

Operations Impact: The impact of this role is profound. By ensuring services are user-centred and efficient, it directly influences:

• Citizen Satisfaction: Improving how residents engage with essential services.

• Operational Efficiency: Reducing costs through optimized service delivery, channel shift, and streamlined processes.

• Resource Allocation: Informing where council resources are best deployed.

• Digital Adoption: Driving the use of more scalable and cost-effective digital channels.

Growth Opportunities:

• Leadership Development: Opportunity to hone management and leadership skills by leading a team of researchers and influencing senior stakeholders.

• Strategic Influence: Deep involvement in shaping the future of council services and digital transformation.

• Specialization: Potential to specialize further in areas like service design, digital transformation strategy, or accessibility research.

• Broader Public Sector Impact: Experience gained can be highly transferable within the UK public sector, opening doors to roles in other local authorities, central government departments, or related public bodies.

• Transition to Operations Management: Skills in process optimization, data analysis, and stakeholder management are highly relevant for a transition into broader operations management roles within the public sector or beyond.

📝 Enhancement Note: The "Lead" title suggests a clear path for career progression, either into more senior research leadership, program management, or broader operational strategy roles, especially within the public sector. The emphasis on service redesign and efficiency aligns with core operations career development.

🌐 Work Environment

Office Type: Hybrid. The role is based at Birmingham City Council's offices in Victoria Square, Council House, Birmingham, B1 1BB, but offers hybrid working arrangements.

Office Location(s): Primarily Birmingham. The Council House is a central and well-known landmark in Birmingham city centre, likely accessible via public transport.

Workspace Context:

• Collaborative Environment: Expected to work within the Customer Experience Programme team, requiring close collaboration with colleagues from various disciplines.

• Tools and Technology: Access to standard office technology, potentially specialized user research tools, analytics platforms, and collaboration software.

• Team Interaction: Regular team meetings, workshops, and stakeholder engagements, both in-person and virtually. The hybrid model will require effective remote collaboration strategies.

Work Schedule: Standard 36.5 hours per week, with flexibility. This allows for focused work on research, analysis, and team management, with potential for adjusted hours to accommodate project needs or personal circumstances.

📝 Enhancement Note: The hybrid nature of the role is a significant factor for work-life balance and requires candidates to be comfortable with both in-office collaboration and remote work. The central Birmingham location is a key logistical consideration.

📄 Application & Portfolio Review Process

Interview Process:

• CV Submission: A CV is explicitly required for shortlisting. Ensure it highlights relevant user research, service design, and leadership experience.

• Initial Screening: Likely a review of CVs and application forms by the resourcing team.

• First Interview: May involve a discussion of your experience, approach to user research, and understanding of human-centred design. May include scenario-based questions.

• Practical Exercise/Presentation: A common stage for Lead roles. This could involve presenting a case study from your portfolio, or a short exercise to assess your research planning, analysis, or communication skills. Focus on demonstrating impact and strategic thinking.

• Final Interview: Typically with senior stakeholders (e.g., Programme Director, Head of Service) to assess strategic alignment, leadership potential, and cultural fit.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio around key projects or themes that demonstrate your leadership in user research and service transformation. For each project, clearly outline: the problem, your role and approach, the methodologies used, key findings, the impact of your work (quantified where possible), and lessons learned.

• Focus on Service Redesign & Operational Outcomes: Emphasize how your research directly informed service redesign, channel shift, or improved operational efficiency. Use metrics and concrete examples to support your claims.

• Showcase Leadership and Collaboration: Include examples of how you led research initiatives, mentored junior researchers, and collaborated effectively with diverse, cross-functional teams to drive change.

• Tailor to Birmingham City Council: Research the council's current initiatives, strategic goals, and any published service standards to tailor your presentation. Show you understand their context and challenges.

Challenge Preparation:

• Anticipate Scenario Questions: Be prepared for questions about how you would approach research for a specific council service, how you would handle conflicting stakeholder demands, or how you would measure the success of a research initiative.

• Practice Presenting Your Portfolio: Rehearse presenting your case studies clearly and concisely, focusing on the story of impact and transformation. Be ready to answer in-depth questions about your methodologies and decisions.

• Understand Public Sector Context: Familiarize yourself with common challenges and priorities in local government service delivery and digital transformation.

📝 Enhancement Note: The explicit requirement for a CV and the mention of a "Job Description and Person Specification" PDF indicate a structured application process. Candidates should pay close attention to the "Person Specification" for detailed criteria. The portfolio is key for demonstrating practical application of skills.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Familiarity with tools for surveys, interviews, usability testing (e.g., Qualtrics, SurveyMonkey, UserTesting.com, Lookback, Maze).

• Collaboration & Project Management: Proficiency with tools like Jira, Confluence, Trello, Asana for managing research sprints and documenting findings.

• Data Analysis Software: Experience with tools for qualitative data analysis (e.g., NVivo, Dovetail) and quantitative analysis (e.g., SPSS, R, Python for statistical analysis, Excel).

• Design & Prototyping Tools (for understanding): Familiarity with tools like Figma, Sketch, Adobe XD, InVision, as researchers often work closely with designers.

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics or similar platforms to understand user behaviour on digital services.

• BI & Dashboard Tools: Familiarity with platforms like Tableau, Power BI, or internal council reporting systems for visualizing research impact and operational metrics.

CRM & Automation:

• CRM Systems: Understanding of how CRM data (citizen relationship management) can inform or be informed by user research, though direct management might not be required.

• Workflow Automation Tools: Awareness of how research insights can drive automation in service delivery, though direct implementation might be handled by other teams.

📝 Enhancement Note: While the job description doesn't list specific tools, a Lead User Researcher in a large organization like a city council would be expected to be proficient in a broad range of research, data analysis, and collaboration tools. Experience with public-facing digital platforms and analytics is highly beneficial.

👥 Team Culture & Values

Operations Values:

• Citizen-Centricity: A core value in public service, emphasizing placing the needs and experiences of citizens at the forefront of all service design and delivery.

• Efficiency & Value for Money: A critical consideration in the public sector, driving a focus on optimizing resource allocation and ensuring services are delivered cost-effectively.

• Collaboration & Partnership: Working effectively across departments and with external partners to achieve common goals.

• Data-Informed Decision Making: Reliance on evidence and data, including user research findings and operational metrics, to guide strategy and operations.

• Continuous Improvement: A commitment to ongoing learning, adaptation, and refinement of services and processes.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where user researchers work closely with service managers, digital teams, IT, policy advisors, and operational staff to embed insights into practice.

• Open Communication: Encouragement of open dialogue, constructive feedback, and knowledge sharing to foster innovation and problem-solving.

• Empirical Validation: A culture that values evidence-based approaches, encouraging researchers to back their recommendations with solid data and insights.

📝 Enhancement Note: The culture of a large public sector organization like Birmingham City Council emphasizes public service values, accountability, and efficiency. A successful candidate will need to demonstrate an understanding of and alignment with these values, particularly the focus on citizen benefit and responsible resource management.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large, established public sector organization can involve complex decision-making processes and established bureaucratic structures that may slow down the implementation of research findings.

• Data Silos & Integration: Competing priorities and data silos across different departments may present challenges in gathering comprehensive data or achieving widespread adoption of research-driven changes.

• Measuring Impact in Public Services: Quantifying the impact of user research and service redesign in a public service context, where outcomes are not always purely financial, can be complex.

• Sustaining Change: Embedding a user-centred culture and ensuring continuous improvement beyond the initial programme phase requires ongoing effort and stakeholder buy-in.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to explore and implement cutting-edge user research methodologies.

• Service Design Leadership: Deepen expertise in service design, strategic planning, and organizational change management.

• Public Sector Digital Transformation: Gain invaluable experience in large-scale digital and service transformation projects within a government context.

• Mentorship and Team Leadership: Develop strong leadership skills through managing a research team and influencing senior stakeholders.

• Industry Conferences & Networks: Potential to attend relevant conferences and join networks within the public sector user research and digital transformation communities.

📝 Enhancement Note: The challenges are typical for large public sector transformations. The growth opportunities highlight the significant potential for professional development and impact in this role.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a significant service redesign initiative based on user research. What was your approach, what were the key findings, and what was the measurable impact on citizens and operations?"

• "How would you prioritize research efforts within the Customer Experience Programme, given potentially competing demands from different council services?"

• "How do you ensure your research insights are effectively communicated and acted upon by diverse stakeholders, including those who may be resistant to change?"

• "What are the key ethical considerations when conducting user research with vulnerable populations or sensitive citizen data?" Company & Culture Questions:

• "What do you understand about Birmingham City Council's goals for customer experience and digital transformation?"

• "How do you see your role contributing to the council's commitment to efficiency and value for money in public services?"

• "Describe your experience working in a large, public sector organization. What are the unique challenges and rewards?"

• "How do you foster a culture of user-centricity within a team and across an organization?" Portfolio Presentation Strategy:

• Focus on the "So What?": For each case study, clearly articulate the "so what" – the tangible impact of your research on service delivery, citizen experience, or operational efficiency. Use data and metrics to back this up.

• Tell a Story: Frame your projects as narratives with a clear beginning (problem), middle (your research process and insights), and end (the solution and its impact).

• Demonstrate Leadership: Highlight instances where you took initiative, led teams, and influenced strategic decisions.

• Be Prepared for Deep Dives: Anticipate questions about your methodology choices, data analysis techniques, and how you handled challenges or unexpected findings.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of strong research craft, strategic thinking, leadership capability, and an understanding of the public sector context. The ability to translate research into actionable operational improvements is paramount.

📌 Application Steps

To apply for this Lead User Researcher position:

• Submit your CV: Ensure your CV is up-to-date and clearly highlights your experience in user research, human-centred design, service redesign, and leadership. Pay close attention to the requirements outlined in the Person Specification.

• Tailor your Application: If there's an opportunity to submit a cover letter or additional information, tailor it to Birmingham City Council and the Customer Experience Programme, demonstrating your understanding of their goals and your suitability for the role.

• Prepare Your Portfolio: Curate a portfolio that showcases your most impactful work, focusing on case studies that demonstrate leadership, research methodology, and quantifiable impact on service delivery and operational efficiency.

• Research Birmingham City Council: Understand their strategic priorities, recent initiatives, and any published information on their customer experience or digital transformation efforts.

• Practice Your Presentation: Rehearse presenting your portfolio and answering common interview questions related to user research strategy, stakeholder management, and public sector 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.

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