User Researcher

📍 Job Overview

Job Title: User Researcher

Company: Birmingham City Council

Location: Birmingham, England, United Kingdom

Job Type: Full-Time

Category: User Experience (UX) Research / Public Sector Digital Services

Date Posted: April 30, 2026

Experience Level: Mid-Level (2-5 Years)

Remote Status: Hybrid

🚀 Role Summary

• Conducts in-depth user research, including interviews and field observations, to inform the development of user-centred public services.

• Collaborates within multidisciplinary digital teams to enhance accessibility, inclusivity, and usability of digital products and services.

• Contributes to the transformation of local government digital service delivery through modern digital practices and innovation.

• Plays a key role in shaping and improving services that directly impact residents and communities.

• Utilizes strong analytical and empathetic skills to translate user insights into actionable product and service improvements.

📝 Enhancement Note: This role is situated within a local government context, emphasizing the impact on public services and community well-being. The "Consultation grade - subject to formal evaluation under the Pay Equity Review" indicates a potential for salary adjustment post-hiring, common in public sector roles. The emphasis on "brave in our approach and challenge the status quo" suggests a forward-thinking, innovative public sector environment.

📈 Primary Responsibilities

• Execute qualitative user research methodologies, including user interviews, usability testing, contextual inquiries, and field observations, to gather actionable insights.

• Synthesize research findings into compelling narratives, personas, journey maps, and user needs statements that inform design and product strategy.

• Collaborate closely with product managers, designers, developers, and data analysts to ensure research insights are integrated effectively into the product development lifecycle.

• Advocate for user needs and provide evidence-based recommendations to stakeholders, influencing product roadmaps and service design decisions.

• Identify opportunities for service improvement by understanding the needs, behaviors, and pain points of diverse user groups within the Birmingham community.

• Contribute to the development and refinement of research processes, tools, and best practices within the digital services team.

• Facilitate workshops and co-design sessions with stakeholders and users to foster a shared understanding of user needs and co-create solutions.

• Ensure research practices adhere to ethical guidelines, data privacy regulations, and accessibility standards.

📝 Enhancement Note: The responsibilities are framed to highlight the strategic impact of user research in a public sector environment, focusing on user-centered design, service improvement, and digital transformation. Emphasis is placed on collaboration with multidisciplinary teams and the translation of insights into actionable recommendations.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field is often beneficial for understanding user behavior and research methodologies.

Experience: 2-5 years of professional experience in user research, UX research, service design, or a closely related field, with a demonstrated ability to conduct and synthesize qualitative research.

Required Skills:

• Proven experience in conducting user interviews, usability testing, and field observations.

• Strong understanding of user-centred design principles and methodologies.

• Ability to synthesize complex qualitative data into clear, actionable insights and recommendations.

• Excellent communication, presentation, and interpersonal skills, with the ability to articulate user needs to diverse stakeholders.

• Analytical thinking and problem-solving skills to identify patterns, themes, and user pain points.

• Empathy and a genuine passion for understanding and improving user experiences.

• Experience working within multidisciplinary teams.

Preferred Skills:

• Experience conducting research within the public sector or for government services.

• Proficiency in digital service design and delivery frameworks.

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

• Familiarity with data analysis and visualization tools to complement qualitative findings.

• Experience in mentoring junior researchers or contributing to team knowledge sharing.

• Understanding of local government structures and citizen engagement.

📝 Enhancement Note: The requirements emphasize practical research experience and soft skills like empathy and analytical thinking. Preferred skills highlight experience relevant to the public sector and digital service delivery, which can differentiate candidates.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated collection of 2-4 case studies showcasing end-to-end user research projects.

• Each case study should clearly articulate the research problem, objectives, methodologies employed, and user insights gained.

• Demonstrations of how research findings directly influenced product or service design decisions and led to measurable improvements.

• Evidence of adapting research methods to specific project constraints or user groups.

Process Documentation:

• For each case study, outline the research process followed, including planning, recruitment, data collection, analysis, and reporting phases.

• Showcase how you translated raw data (e.g., interview transcripts, observation notes) into structured insights (e.g., affinity diagrams, user personas, service blueprints).

• Detail any iterative research cycles and how feedback was incorporated.

• Evidence of documenting research findings in a shareable and digestible format for diverse audiences.

📝 Enhancement Note: The portfolio is crucial for demonstrating practical application of research skills. Candidates should focus on showing the impact of their work and their ability to navigate research processes within a practical context, especially highlighting how their findings led to tangible service improvements.

💵 Compensation & Benefits

Salary Range: £35,412 - £44,075 per annum (Grade C) Note: This salary is subject to formal evaluation under the Pay Equity Review.

Benefits:

• Flexible working options: Opportunities for flexible working arrangements to support work-life balance.

• Continuous learning: Commitment to ongoing professional development and learning opportunities.

• Mentorship opportunities: Access to mentorship to support career growth and skill development.

• Pension Scheme: Standard Local Government Pension Scheme contributions.

• Annual Leave: Generous annual leave entitlement.

• Employee Assistance Programme: Support services for personal and professional well-being.

• Disability Confident Employer: Commitment to supporting employees with disabilities.

Working Hours: 36.5 hours per week.

📝 Enhancement Note: The salary range is clearly defined but noted as subject to review, which is typical for public sector roles undergoing pay equity assessments. The benefits highlight support for professional growth and work-life balance, aligning with public sector employment packages.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector, focusing on Local Government Services. Birmingham City Council is one of the largest local authorities in Europe, responsible for delivering a vast array of services to its residents.

Company Size: Large organization (likely thousands of employees across various departments).

Founded: Birmingham City Council was established in 1838, with a long history of serving its community.

Team Structure:

• The User Researcher will likely be part of a digital services or transformation team.

• This team is described as "multidisciplinary," suggesting close collaboration with roles such as UX/UI Designers, Product Managers, Developers, Data Analysts, and potentially Service Designers.

Methodology:

• Emphasis on creating "great public services that are accessible, inclusive and easy to use."

• Encourages a "brave approach" and challenging the status quo, indicating a culture that values innovation and proactive problem-solving.

• Promotes a culture of sharing learning and encouraging creativity.

• Modern digital practices are being integrated to influence organizational transformation.

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

📝 Enhancement Note: The context of a large, established local government body implies a focus on public service impact, citizen needs, and potentially navigating complex organizational structures. The digital services team is positioned as an agent of change and innovation within this environment.

📈 Career & Growth Analysis

Operations Career Level: This User Researcher role is positioned at a mid-level, requiring practical experience (2-5 years) and the ability to work semi-autonomously on research projects. It's a key contributor role within the digital team.

Reporting Structure: The role involves reporting to a lead within the digital services or transformation department. Collaboration will be extensive with peers in design, development, and product management, as well as with stakeholders across various council departments.

Operations Impact: The User Researcher's impact is directly tied to improving the effectiveness, accessibility, and user satisfaction of public services. By ensuring services are user-centred, they contribute to greater efficiency, reduced service demand through better design, and enhanced citizen engagement and trust in local government. This role is integral to the council's digital transformation strategy.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies, user groups, or service areas within local government.

• Leadership: Progress to a Senior User Researcher or Lead UX Researcher role, potentially managing research projects or mentoring junior staff.

• Service Design: Transition into broader service design roles, leveraging research skills to shape entire service ecosystems.

• Cross-functional Development: Gain experience in product management or UX design by working closely with these disciplines.

• Public Sector Digital Expertise: Become a recognized expert in digital service delivery within local government.

📝 Enhancement Note: The growth opportunities highlight a path for specialization and leadership within the user research discipline, as well as potential for broader career development within public sector digital services. The emphasis on impact underscores the importance of this role in driving organizational change.

🌐 Work Environment

Office Type: Hybrid work arrangement. The primary work location is Birmingham City Council's Council House in Victoria Square, Birmingham. This implies a professional office environment with access to shared workspaces, meeting rooms, and collaborative areas.

Office Location(s): Victoria Square, Council House, Birmingham, B1 1BB. This is a central and prominent location in Birmingham city centre.

Workspace Context:

• Collaborative Environment: The role operates within a multidisciplinary digital team, fostering a highly collaborative and interactive workspace. Expect regular team meetings, brainstorming sessions, and cross-functional project work.

• Tools and Technology: Access to standard office equipment, IT infrastructure, and specialized user research tools (software for surveys, testing platforms, collaboration tools).

• Team Interaction: Opportunities for frequent interaction with colleagues from diverse digital disciplines, promoting a dynamic and knowledge-rich environment.

Work Schedule: 36.5 hours per week, with flexibility available. The hybrid nature means some days will be in the office (subject to service needs) and some can be remote. This requires effective time management for both individual research tasks and collaborative team activities.

📝 Enhancement Note: The hybrid model requires a balance between in-office collaboration and remote focus. The central Birmingham location is a key aspect of the work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: CV review will be the primary shortlisting method, as indicated by the requirement to upload a CV. Applications without a CV will not be considered.

• First Interview: Likely to focus on behavioural questions, assessing empathy, curiosity, and analytical skills, as well as understanding of user research principles. Preparation should include examples from your experience.

• Portfolio Presentation/Second Interview: Candidates will likely be asked to present a selection of their best work from their portfolio. This is a critical stage to demonstrate practical application, research process, and impact. Expect questions about your methodology, how you handled challenges, and how your research drove decisions.

• Final Interview: May involve meeting with senior leadership or key stakeholders to assess cultural fit, strategic thinking, and long-term potential within the council.

Portfolio Review Tips:

• Structure: Organize your portfolio around clear case studies. For each, detail the problem, your approach, your role, the insights, and the impact. Use visuals where appropriate (e.g., key quotes, simplified journey maps).

• Impact Focus: Quantify impact where possible (e.g., "led to a 15% reduction in task completion time," "identified critical usability issue that was subsequently fixed"). If quantification is difficult, clearly articulate the qualitative impact on user experience and service goals.

• Process Clarity: Be ready to explain why you chose specific research methods and how you adapted them. Demonstrate your understanding of research ethics and recruitment best practices.

• Relevance: Tailor your presented case studies to highlight experience that aligns with public services, accessibility, and diverse user groups, if possible.

Challenge Preparation:

• Be prepared for a potential practical exercise or scenario-based questions during the interview process. This could involve analyzing a hypothetical user problem or outlining a research plan for a given service.

• Practice articulating your research process and findings concisely and persuasively. Think about how you would present complex information to non-researchers.

• Research Birmingham City Council's digital services and current initiatives to demonstrate your understanding of their context and challenges.

📝 Enhancement Note: The emphasis on CV submission for shortlisting is critical. The portfolio presentation is likely to be a significant part of the interview process, requiring candidates to clearly articulate their research process and its impact.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for conducting remote user interviews and usability testing (e.g., Zoom, Microsoft Teams, Lookback, UserTesting.com).

• Survey Tools: For gathering broader user feedback and data (e.g., SurveyMonkey, Typeform, Google Forms).

• Prototyping/Design Tools (Familiarity): While not a design role, familiarity with tools like Figma, Sketch, or Adobe XD can aid collaboration with designers.

• Collaboration Suites: Microsoft Office Suite (Word, Excel, PowerPoint) and potentially Google Workspace for documentation, analysis, and presentations.

Analytics & Reporting:

• Data Analysis Software: Basic data analysis skills in Excel or Google Sheets for managing qualitative data.

• Visualization Tools (Basic): Ability to create simple charts and graphs to present findings.

• Accessibility Checkers: Awareness of tools and methods to assess digital accessibility.

CRM & Automation:

• While not directly CRM-focused, understanding how user feedback integrates with service improvement pipelines is relevant.

• Familiarity with project management tools (e.g., Jira, Asana, Trello) is likely beneficial for team collaboration.

📝 Enhancement Note: The technology stack is expected to include standard user research and collaboration tools. While advanced analytics or CRM skills aren't primary requirements, an understanding of how research integrates into broader service delivery processes is valuable.

👥 Team Culture & Values

Operations Values:

• People-Centricity: A deep care for people and their experiences is paramount, forming the foundation of user-centred design.

• Curiosity & Analysis: A drive to explore, understand, and analyze complex challenges to uncover underlying user needs and motivations.

• Empathy: The ability to deeply understand and share the feelings of others, crucial for effective user research.

• Collaboration: Working effectively within multidisciplinary teams to co-create and deliver solutions.

• Innovation: A willingness to be "brave" and "challenge the status quo" to find new and better ways to deliver public services.

• Continuous Learning: A commitment to ongoing development and sharing knowledge within the team and organization.

Collaboration Style:

• Multidisciplinary: Expect a highly cross-functional approach, working alongside designers, developers, product managers, and other specialists.

• Insight-Driven: Collaboration is heavily informed by user research findings, ensuring that decisions are grounded in evidence.

• Open Communication: Encourages sharing of learning and creative ideas, fostering an environment where feedback is valued.

• Service-Oriented: A shared goal of improving public services for the residents of Birmingham.

📝 Enhancement Note: The company culture strongly emphasizes empathy, curiosity, and a commitment to improving public services through user-centred and innovative approaches. Collaboration is key to achieving these goals within a multidisciplinary team.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Bureaucracy: Potentially slower decision-making processes or established hierarchies compared to private tech companies.

• Diverse User Needs: Researching and designing for a wide range of citizens with varying digital literacy, accessibility needs, and backgrounds.

• Resource Constraints: Working within public sector budgets and timelines, requiring efficient and impactful research.

• Demonstrating ROI: Clearly articulating the value and impact of user research to stakeholders who may have varying levels of understanding of UX principles.

• Data Privacy & Ethics: Ensuring rigorous adherence to data protection regulations and ethical research practices, especially when dealing with sensitive citizen data.

Learning & Development Opportunities:

• Public Sector Digital Expertise: Gaining deep insights into how digital services function within local government and public sector challenges.

• Accessibility & Inclusion: Developing specialized skills in designing for diverse user needs and accessibility standards.

• Cross-Disciplinary Learning: Opportunities to learn from experts in design, data, development, and policy within the council.

• Contribution to Transformation: Playing a direct role in shaping the future of public service delivery and organizational change.

• Professional Development: Access to training, workshops, and conferences relevant to user research and public sector digital services.

📝 Enhancement Note: Challenges are framed around the unique context of local government, while growth opportunities emphasize specialization in public sector digital services and accessibility.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to advocate for a user need that was initially unpopular with stakeholders. How did you approach it, and what was the outcome?" (Assesses influence, communication, and advocacy skills).

• "Imagine we are designing a new online portal for residents to access council services. What would be your first steps in researching the needs of our diverse user base?" (Assesses research planning, methodology, and user segmentation).

Company & Culture Questions:

• "What interests you about working for Birmingham City Council and specifically in the public sector?" (Assesses motivation and alignment with public service values).

• "How do you approach collaboration within a multidisciplinary team, especially when there are differing opinions on user needs?" (Assesses teamwork and conflict resolution).

Portfolio Presentation Strategy:

• Storytelling: Frame your case studies as narratives. What was the challenge? How did you uncover the truth? What did you learn? How did it help?

• Visual Aids: Use minimal text on slides. Focus on visual examples of your work, key quotes from users, and impactful data points.

• Conciseness: Be prepared to present your key case studies within a set timeframe (e.g., 10-15 minutes per case).

• Q&A Readiness: Anticipate questions about your methodology, your role, challenges faced, and the impact of your work. Be ready to discuss trade-offs you made.

📝 Enhancement Note: Interview preparation should focus on demonstrating empathy, analytical rigor, and a clear understanding of how user research drives tangible improvements in public services. The portfolio presentation is a critical opportunity to showcase practical skills and impact.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Oracle Cloud link.

• Crucially, upload your up-to-date CV via the attachments section of your application. Applications without a CV will not be considered for shortlisting.

• Tailor your CV to highlight experience in user research, user-centred design, qualitative data analysis, and working within multidisciplinary teams. Use keywords from the job description.

• Prepare your user research portfolio, selecting 2-4 strong case studies that demonstrate your process, insights, and impact. Be ready to present these clearly and concisely.

• Research Birmingham City Council's digital services, mission, and values to understand their context and demonstrate your interest and alignment.

• Practice articulating your research approach and findings, focusing on the impact your work has had on user experience and 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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