User Researcher

📍 Job Overview

Job Title: User Researcher

Company: Birmingham City Council

Location: Birmingham, England, United Kingdom (Hybrid)

Job Type: Full time, Fixed Term Contract / Secondment

Category: Customer Experience / Service Design Operations

Date Posted: 2026-06-22

Experience Level: Mid-level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive transformative change within Birmingham City Council's Customer Experience Programme by applying user research methodologies to service redesign initiatives.

• Champion a human-centred design approach to ensure all service improvements are aligned with citizen needs and expectations, enhancing overall customer experience.

• Collaborate closely with cross-functional teams, including service delivery, digital transformation, and policy, to embed a culture of continuous improvement and data-driven decision-making.

• Analyze and synthesize user data from various channels to identify pain points, opportunities, and actionable insights that inform strategic service enhancements and channel shift objectives.

• Contribute to the development and implementation of efficient, consistent, and customer-focused interaction models across all council service access points.

📝 Enhancement Note: This role is positioned within a large public sector organization undergoing significant service transformation. The emphasis on "Customer Experience Programme," "service redesign," and "channel shift" indicates a strong focus on operational efficiency and citizen engagement. The "Fixed Term Contract / Secondment until March 2027" suggests a project-based initiative with a defined scope and timeline. The salary grade (C) and stated range place this role at a mid-level, requiring practical experience rather than entry-level or senior strategic leadership.

📈 Primary Responsibilities

• Conduct comprehensive user research activities, including interviews, surveys, usability testing, and ethnographic studies, to gather in-depth insights into citizen needs and behaviors.

• Translate complex user data and research findings into clear, actionable recommendations for service improvements, process optimization, and new service development.

• Develop and maintain user personas, journey maps, and service blueprints to visualize the current state and desired future state of citizen interactions.

• Facilitate co-design workshops and ideation sessions with stakeholders and citizens to collaboratively develop innovative solutions that address identified user needs.

• Evaluate the usability and accessibility of digital platforms, physical touchpoints, and communication materials, providing feedback for iterative design improvements.

• Collaborate with data analysts and CX Programme managers to integrate qualitative research findings with quantitative data for a holistic understanding of customer journeys.

• Champion user-centred design principles and best practices across the organization, advocating for the citizen perspective in all service design and delivery discussions.

• Contribute to the development and refinement of the council's customer experience strategy, ensuring alignment with organizational goals and public service objectives.

• Document and share research findings, methodologies, and insights through reports, presentations, and workshops to foster organizational learning and buy-in.

• Support the implementation of service changes by working with development and delivery teams to ensure user needs are met throughout the build and launch phases.

📝 Enhancement Note: The responsibilities highlight a hands-on approach to user research, requiring the ability to execute various research methods and translate findings into tangible service improvements. The emphasis on collaboration and championing user-centred design is crucial for success in a large, multi-departmental organization like a city council.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's degree in Human-Computer Interaction (HCI), Anthropology, Psychology, Sociology, Design, or a related field is often preferred for User Researcher roles. Equivalent practical experience will also be strongly considered.

Experience: Minimum of 2-5 years of hands-on experience in a User Researcher, UX Researcher, or similar role, with a proven track record of applying research to inform design and product/service development.

Required Skills:

• User Research Methodologies: Proficiency in a wide range of qualitative and quantitative research methods (e.g., user interviews, surveys, usability testing, contextual inquiry, card sorting, tree testing) and the ability to select appropriate methods for specific research questions.

• Human-Centred Design (HCD) Principles: Strong understanding and practical application of HCD, Design Thinking, and Service Design frameworks.

• Data Analysis & Synthesis: Ability to analyze and synthesize complex qualitative and quantitative data to identify patterns, insights, and actionable recommendations.

• Collaboration & Communication: Excellent interpersonal and communication skills, with the ability to effectively collaborate with diverse stakeholders (e.g., designers, developers, product managers, policy makers, citizens) and present research findings clearly and persuasively.

• Empathy & Active Listening: Demonstrated ability to empathize with users, actively listen to their needs, and represent their perspectives effectively.

• Problem-Solving: Aptitude for identifying user pain points and contributing to the development of innovative solutions.

• Service Design Understanding: Familiarity with service design principles and how research informs the redesign of public services.

Preferred Skills:

• Experience conducting research within the public sector or government organizations.

• Familiarity with accessibility standards (e.g., WCAG) and inclusive design practices.

• Experience with specific research and prototyping tools (e.g., Miro, Figma, Qualtrics, SurveyMonkey, UserTesting.com).

• Knowledge of agile development methodologies.

• Experience in driving "channel shift" initiatives.

📝 Enhancement Note: The "2-5 years" experience level is inferred from the salary range and the "previous experience" requirement. The distinction between required and preferred skills is based on common industry expectations for a User Researcher role of this nature.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase at least 2-3 detailed case studies demonstrating your end-to-end user research process, from problem definition to actionable insights and impact.

• Methodology Showcase: Clearly articulate the research methods used in each case study, explaining why specific methods were chosen and how they addressed the project's objectives.

• Impact & Outcomes: Quantify the impact of your research whenever possible, highlighting how your findings led to specific service improvements, user experience enhancements, or achievement of program goals (e.g., increased citizen satisfaction, reduced support calls, improved task completion rates).

• Deliverables: Include examples of key deliverables such as user personas, journey maps, usability test reports, and research summaries.

• Problem Identification: Demonstrate your ability to identify user problems and translate them into research questions.

• Tools & Techniques: Briefly mention the tools and techniques employed in your research projects.

Process Documentation:

• Research Planning: Provide examples of how you have planned and scoped research projects, including defining objectives, target audiences, and timelines.

• Data Collection Protocols: Show evidence of well-defined protocols for data collection to ensure consistency and validity of findings.

• Insight Generation: Illustrate your process for synthesizing raw data into meaningful insights and actionable recommendations.

• Communication & Dissemination: Demonstrate how you have effectively communicated research findings to diverse audiences, including cross-functional teams and senior leadership.

📝 Enhancement Note: A strong portfolio is critical for User Researcher roles. This section outlines the types of projects and deliverables that would be expected, emphasizing the practical application of research skills and the demonstration of tangible impact. The focus on "process" reflects the operational aspect of research.

💵 Compensation & Benefits

Salary Range: £35,412 - £44,075 per annum (Grade C)

Benefits:

• Flexible Working Options: Opportunity for flexible working arrangements, supporting work-life balance.

• Pension Scheme: Access to a comprehensive Local Government Pension Scheme.

• Generous Annual Leave: Significant annual leave entitlement, typically starting at 25 days plus bank holidays and potential for additional days based on service.

• Professional Development: Opportunities for training, development, and continuous learning to enhance research skills and career progression.

• Employee Assistance Programme: Access to confidential support services for personal and professional well-being.

• Disability Confident Employer: Commitment to supporting employees with disabilities, including potential reasonable adjustments.

Working Hours: 36.5 hours per week. While a standard full-time week, the mention of "flexible working options" suggests potential for some degree of schedule flexibility, subject to operational needs and team coordination.

📝 Enhancement Note: The salary range is explicitly stated in the job description. The benefits listed are standard for a public sector organization like a city council in the UK, with specific emphasis on flexibility and professional development which are attractive to operations professionals. The working hours are also specified.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector. Birmingham City Council is one of the largest local authorities in Europe, providing a vast array of services to over 1.1 million residents.

Company Size: Large organization, employing thousands of staff across numerous departments and services. This scale implies a complex organizational structure and diverse stakeholder landscape.

Founded: Historically established, with a long legacy of public service. The current focus on the "Customer Experience Programme" signifies a strategic shift towards modernizing service delivery and improving citizen engagement.

Team Structure:

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

• Cross-functional Collaboration: The User Researcher will work closely with digital teams, policy advisors, service delivery managers, and potentially external partners.

• Reporting Line: Likely to report to a Programme Manager or Head of Customer Experience, with close collaboration with UX/Service Design leads.

Methodology:

• Data-Driven Decision Making: A strong emphasis on using both qualitative (research) and quantitative (service data) to inform strategic decisions.

• Agile & Iterative Processes: The programme likely employs agile principles for service redesign, involving iterative development and continuous feedback loops.

• Citizen-Centricity: A core value of placing the needs and experiences of Birmingham's citizens at the forefront of all service development and improvement efforts.

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

📝 Enhancement Note: Understanding the context of a large public sector organization is key. The "Customer Experience Programme" is a strategic initiative, and this role is crucial to its success by ensuring citizen needs are central to all redesign efforts. The culture is likely to be service-oriented, with a growing emphasis on efficiency and digital transformation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level as a User Researcher. It involves independent execution of research tasks, contributing to strategic discussions, and influencing service design, but likely with oversight from more senior researchers or programme leads. The focus is on operationalizing research for tangible service improvements.

Reporting Structure: The User Researcher will report to a manager within the Customer Experience Programme, likely a Programme Manager or Head of Customer Experience. They will collaborate extensively with individuals across various departments, acting as a key liaison between citizens and service providers.

Operations Impact: The User Researcher's work directly impacts the efficiency and effectiveness of council services by ensuring they are designed around user needs. This leads to improved citizen satisfaction, potentially reduced operational costs through optimized service delivery, and successful "channel shift" towards more efficient interaction methods.

Growth Opportunities:

• Specialization: Opportunity to deepen expertise in specific research methodologies or user segments relevant to public services.

• Service Design Leadership: Potential to grow into a Senior User Researcher or Service Designer role, leading larger research initiatives and influencing broader strategy.

• Programme Management: Experience in a large transformation programme can provide a pathway into programme or project management roles.

• Cross-Departmental Exposure: Gaining broad experience across different council services can open doors to various roles within the local government sector.

• Professional Certifications: Support for pursuing relevant certifications in UX, Service Design, or Agile methodologies.

📝 Enhancement Note: The "Operations Impact" section focuses on how this user-centric role contributes to the operational efficiency and effectiveness of a public service organization. Growth opportunities are framed within the context of public sector career progression and specialization.

🌐 Work Environment

Office Type: Hybrid work model, combining remote work with in-office presence at Birmingham City Council's Council House, Victoria Square, Birmingham, B1 1BB. This offers a blend of flexibility and in-person collaboration.

Office Location(s): The primary office location is the Council House in Birmingham city centre, a central and accessible hub for council operations.

Workspace Context:

• Collaborative Spaces: The Council House likely offers various meeting rooms, project spaces, and common areas conducive to team collaboration and stakeholder engagement.

• Technology Access: Access to necessary IT equipment, software (including research tools), and council network resources for both remote and in-office work.

• Team Interaction: Opportunities for regular face-to-face interaction with colleagues within the Customer Experience Programme, fostering a strong sense of team and shared purpose.

Work Schedule: Standard working hours are 36.5 per week, with potential for flexible working. This allows for structured work while accommodating personal needs, which is beneficial for deep research tasks and analysis.

📝 Enhancement Note: The hybrid nature and the central location are key aspects of the work environment. The emphasis is on how the environment supports collaborative operations and research activities.

📄 Application & Portfolio Review Process

Interview Process:

• Application Review: Initial screening based on CV and application form, with particular attention to previous User Researcher experience and alignment with the role's requirements.

• CV Submission: A crucial step; candidates MUST upload their up-to-date CV. Applications without a CV will not be considered.

• Shortlisting: Based on CV and application.

• Interview Stage(s): Likely to involve one or more interviews. These may include:

  • Competency-Based Interview: Assessing skills and experience against the job description and person specification.
  • Portfolio Presentation: Candidates will be expected to present examples from their portfolio, detailing their research process, findings, and impact.
  • Scenario/Challenge-Based Questions: Hypothetical scenarios related to user research in a public service context might be presented.

• Formal Evaluation: For consultation grades, the role is subject to formal evaluation under the Equal Pay Programme.

Portfolio Review Tips:

• Select Relevant Case Studies: Choose projects that best demonstrate your ability to conduct user research for service improvement or redesign, ideally with examples that resonate with public service challenges.

• Structure Your Presentation: Clearly outline the problem, your research approach (methods, participants), key findings, and the impact of your recommendations. Use visuals effectively (personas, journey maps, key quotes).

• Quantify Impact: Where possible, use data to show the positive outcomes of your research (e.g., "User testing identified 3 critical usability issues, leading to a 20% reduction in user errors after redesign").

• Highlight Collaboration: Explain how you worked with other teams (developers, designers, policy) and how you communicated your findings to ensure buy-in and implementation.

• Be Prepared for Questions: Anticipate questions about your methodology choices, how you handled difficult stakeholders, and how you measured success.

Challenge Preparation:

• Understand the Context: Familiarize yourself with Birmingham City Council's services and common challenges faced by local government in delivering citizen services.

• Practice Research Scenarios: Think about how you would approach researching a specific council service (e.g., waste collection, social care access, planning applications).

• Articulate Your Process: Be ready to explain your research process, from defining objectives to presenting findings, in a clear and concise manner.

📝 Enhancement Note: The emphasis on submitting a CV and the portfolio presentation stage are critical for this role. The advice focuses on tailoring the portfolio and interview preparation to the specific context of public sector service design and user research.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Experience with tools like UserTesting.com, Lookback, Maze, or similar for remote usability testing and qualitative data collection.

• Survey Tools: Proficiency in platforms such as SurveyMonkey, Qualtrics, Google Forms, or Microsoft Forms for designing and distributing surveys.

• Prototyping & Wireframing Tools: Familiarity with tools like Figma, Sketch, Adobe XD, or Miro for creating prototypes and visualizing user flows, which are often used in conjunction with research.

• Collaboration Tools: Experience with platforms like Microsoft Teams, Slack, or Trello for team communication, project management, and collaborative ideation.

Analytics & Reporting:

• Data Visualization Tools: While not explicitly stated, familiarity with tools like Power BI or Tableau could be beneficial for integrating qualitative insights with quantitative service data.

• Spreadsheet Software: Advanced skills in Microsoft Excel or Google Sheets for data tabulation and basic analysis.

CRM & Automation:

• Customer Relationship Management (CRM): Understanding of how CRM systems are used to manage citizen interactions and data, though direct CRM management is unlikely to be a core responsibility.

• Service Management Platforms: Familiarity with platforms used for managing service requests and citizen feedback within a public sector context.

📝 Enhancement Note: While specific tools aren't listed, the job description implies the need for standard user research tools. The emphasis is on the application of these tools to gather and analyze data for service improvement.

👥 Team Culture & Values

Operations Values:

• Citizen-Centricity: Placing the needs, experiences, and well-being of Birmingham's citizens at the core of all decision-making and service design.

• Collaboration: Working effectively across diverse teams and departments to achieve shared goals, fostering an environment of mutual respect and open communication.

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

• Data-Driven Approach: Utilizing evidence, research, and data to inform strategy, measure impact, and drive informed decisions.

• Inclusivity & Equity: Striving to create services that are accessible, equitable, and meet the needs of all residents, including those with disabilities or specific vulnerabilities.

Collaboration Style:

• Partnership-Oriented: Actively seeking to build strong working relationships with colleagues across different disciplines (digital, policy, operations, service delivery).

• Consultative: Engaging stakeholders in the research and design process, valuing their input and expertise.

• Transparent Communication: Sharing research findings and insights openly to build understanding and consensus.

• Feedback-Driven: Open to receiving and providing constructive feedback to continuously improve team processes and outcomes.

📝 Enhancement Note: The values of Birmingham City Council, as inferred from the job description and general public sector ethos, are crucial for cultural fit. The emphasis is on how these values translate into the day-to-day operations of the Customer Experience Programme.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large, established public sector organization can involve complex processes and stakeholder management.

• Data Silos: Integrating insights across different council departments that may have disparate data systems and reporting structures.

• Driving Change Adoption: Persuading stakeholders and departments to adopt user-centred recommendations, especially when they challenge existing practices.

• Balancing Diverse Needs: Researching and designing services that cater to a wide range of citizen demographics, needs, and digital literacy levels.

• Measuring Long-Term Impact: Demonstrating the sustained impact of user research and service redesign initiatives within the context of public service delivery.

Learning & Development Opportunities:

• Public Sector UX/CX: Gaining in-depth experience in user research and customer experience design specifically within the unique context of local government services.

• Service Transformation: Contributing to a significant, high-profile programme focused on modernizing public services.

• Cross-Functional Skill Development: Working with diverse teams to understand various aspects of service delivery, policy, and digital transformation.

• Professional Network: Building a network within the local government and public sector UX/CX community.

• Formal Training: Opportunities for accredited training in research methodologies, service design, or project management.

📝 Enhancement Note: Identifying potential challenges helps candidates prepare. The growth opportunities focus on the unique learning experiences available within this specific role and organization.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a stakeholder who was resistant to user feedback. What was your approach, and what was the outcome?" (Assesses influence, communication, and stakeholder management skills.)

• "How would you approach researching the needs of citizens with low digital literacy for accessing council services online?" (Tests understanding of inclusive research methods and problem-solving in a public service context.)

• "Walk us through a user research project from start to finish. What were your key decisions regarding methodology, and how did you ensure your findings were actionable?" (Evaluates end-to-end research process and ability to generate impact.) Company & Culture Questions:

• "What interests you about working for Birmingham City Council and specifically on the Customer Experience Programme?" (Assesses motivation and alignment with the organization's mission.)

• "How do you see your role as a User Researcher contributing to the council's goal of 'channel shift'?" (Tests understanding of strategic programme objectives and how research supports them.)

• "Birmingham City Council values collaboration. How do you ensure effective collaboration with cross-functional teams, especially in a hybrid work environment?" (Probes collaboration style and adaptability.) Portfolio Presentation Strategy:

• Storytelling: Frame your case studies as narratives – introduce the problem, your journey to understand it through research, the insights you uncovered, and the positive changes that resulted.

• Visual Aids: Use clear, concise visuals (user journey maps, personas, key quotes, screenshots of prototypes/designs) to illustrate your points. Avoid overwhelming slides with text.

• Focus on Impact: Clearly articulate the "so what?" of your research. How did it benefit the users and the organization? Quantify results where possible.

• Be Prepared for Deep Dives: Expect interviewers to ask detailed questions about your methodology, participant recruitment, data analysis, and how you handled any challenges encountered.

• Connect to Birmingham: If possible, draw parallels between your past work and the challenges or services relevant to Birmingham City Council.

📝 Enhancement Note: These questions and preparation tips are designed to help candidates anticipate the types of discussions and evaluations they might face, focusing on practical application and strategic thinking relevant to operations and service design.

📌 Application Steps

To apply for this User Researcher position:

• Submit your application through the provided Oracle Cloud portal link.

• Upload your up-to-date CV: This is a mandatory requirement for shortlisting. Ensure your CV clearly highlights your user research experience, methodologies, and impact.

• Tailor your CV and Cover Letter: Align your application materials with the key responsibilities and required skills outlined in the job description, emphasizing experience in human-centred design, service redesign, and collaboration.

• Prepare your Portfolio: Select 2-3 strong case studies that showcase your end-to-end user research process, research impact, and collaborative efforts. Be ready to present these confidently.

• Research Birmingham City Council: Understand their services, strategic goals (especially regarding customer experience and digital transformation), and the context of public service delivery.

• Anticipate Interview Questions: Practice answering competency-based questions, scenario-based questions, and preparing your portfolio presentation, focusing on demonstrating your ability to drive operational improvements through user insights.

⚠️ 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.