User Researcher (Public)

📍 Job Overview

Job Title: User Researcher (Public)

Company: Kainos

Location: Birmingham, United Kingdom; Belfast, United Kingdom; Homeworker - UK

Job Type: Full-Time

Category: User Experience Research / Service Design Operations

Date Posted: 2026-07-31

Experience Level: Mid-Senior (5-10 years)

Remote Status: Hybrid/Remote Options Available

🚀 Role Summary

• Lead and execute comprehensive user research initiatives to inform the design and development of digital services, ensuring a user-centric approach.

• Drive the adoption of Design Thinking and Service Design methodologies across client projects and internal teams, acting as a subject matter expert.

• Manage, coach, and develop a team of user researchers and experience design professionals, fostering their growth and performance.

• Collaborate closely with client teams and internal stakeholders to translate user insights into actionable strategies and impactful service experiences.

• Represent user research and its strategic importance within the organization and to external clients, championing user needs.

📝 Enhancement Note: This role sits within Kainos's "Experience Design capability," indicating a strong focus on creating user-centric digital services. The emphasis on "public" services suggests a focus on government or public sector clients where user needs and accessibility are paramount. The "Consultant" aspect of the title implies client-facing responsibilities and strategic advisory.

📈 Primary Responsibilities

• Design and implement robust research plans, selecting appropriate qualitative and quantitative methods (e.g., interviews, surveys, usability testing, card sorting) to address specific project objectives.

• Conduct in-depth user interviews, focus groups, and contextual inquiries to gather rich qualitative data on user behaviors, needs, and motivations.

• Analyze quantitative data from surveys, analytics, and user testing to identify trends, patterns, and key performance indicators for service improvement.

• Facilitate design thinking workshops and co-creation sessions with cross-functional teams and clients to ideate solutions based on research findings.

• Translate complex research findings into clear, concise, and actionable insights, presented effectively through reports, presentations, and prototypes.

• Advocate for user needs and evidence-based design decisions throughout the project lifecycle, influencing product strategy and roadmap.

• Mentor and guide junior researchers and designers, providing constructive feedback and support for their professional development.

• Manage team performance, set objectives, and conduct regular check-ins to ensure alignment with project goals and company standards.

• Collaborate with information architects, interaction designers, and visual designers to ensure a cohesive and user-friendly end-to-end service experience.

• Maintain strong relationships with client stakeholders, understanding their business objectives and aligning research efforts accordingly.

📝 Enhancement Note: Given the "Consultant" title and emphasis on coaching, this role likely involves not only hands-on research but also strategic guidance and team enablement. The responsibility to "represent user research across the organisation" suggests a need for strong communication and advocacy skills.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field is highly beneficial for understanding research methodologies and human behavior.

Experience: A minimum of 5-10 years of progressive experience in user research, service design, or a closely related UX field is expected, with a proven track record of delivering impactful research insights.

Required Skills:

• Expert-level proficiency in planning, conducting, and analyzing both qualitative (e.g., user interviews, usability testing, ethnography) and quantitative (e.g., surveys, A/B testing, analytics review) research methods.

• Deep understanding of Design Thinking, Service Design principles, and user-centered design (UCD) practices.

• Strong grasp of information architecture, interaction design, and visual design principles to inform research and design recommendations.

• Proven ability to lead and facilitate workshops and design sprints with diverse stakeholder groups.

• Demonstrated experience in managing, coaching, and developing team members, with a focus on performance management and career progression.

• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly to technical and non-technical audiences.

• Strong stakeholder management and relationship-building skills, capable of influencing decisions at all levels.

• Solid commercial awareness, understanding the business context and drivers for client projects. Preferred Skills:

• Experience working within a full-service digital agency or consultancy environment.

• Familiarity with Agile and Scrum methodologies and experience integrating user research into these frameworks.

• Experience in the public sector or with government digital services.

• Proficiency in using various user research tools and platforms (e.g., survey software, usability testing platforms, analytics tools).

📝 Enhancement Note: The "ai_experience_level" of 5-10 years aligns with the "Consultant" level and the responsibility of managing and coaching others. The "ai_key_skills" list provides a solid foundation for understanding the core competencies required.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a range of user research projects, demonstrating expertise in various methodologies and their application.

• Case studies that clearly articulate the research problem, methodology used, key insights derived, and the tangible impact of the research on product or service outcomes.

• Evidence of leading research initiatives, managing research processes, and collaborating with design and development teams.

• Examples of how user research insights have directly influenced design decisions, strategy, and business objectives, ideally with quantifiable results.

• Documentation of workshop facilitation and co-creation activities, highlighting your role in driving collaborative design processes. Process Documentation:

• Demonstrable ability to document research plans, methodologies, findings, and recommendations in a clear, organized, and professional manner.

• Experience in creating user journey maps, personas, service blueprints, and other artifacts that communicate user insights effectively.

• Ability to articulate and potentially contribute to the refinement of Kainos's internal user research and service design processes.

• Examples of how you have integrated user research feedback loops into iterative design and development cycles.

📝 Enhancement Note: For this role, a portfolio is crucial to demonstrate practical application of research skills and strategic thinking. The emphasis on "public" services implies a need to show experience with diverse user groups and potentially complex stakeholder environments.

💵 Compensation & Benefits

Salary Range: Based on the experience level (5-10 years), location (Birmingham/Belfast, UK), and the "Consultant" level, a competitive salary range is estimated between £55,000 - £75,000 per annum. This estimate is derived from industry benchmarks for User Researchers and UX Consultants in the UK tech and consulting sectors.

Benefits:

• Comprehensive health and wellbeing programs, including private medical insurance.

• Generous pension scheme with employer contributions.

• Opportunities for professional development, training, and certifications.

• Paid time off for volunteering and community engagement.

• Flexible working arrangements, including hybrid and homeworker options to support work-life balance.

• Opportunities to work on impactful projects for public sector clients.

• Access to a supportive and collaborative professional community within Kainos.

Working Hours: The standard working hours are approximately 40 hours per week. Kainos promotes a flexible approach, allowing for adjustments to accommodate project needs and individual work-life balance, within the context of client requirements and team collaboration.

📝 Enhancement Note: The salary estimate considers the "Consultant" designation and the seniority implied by team management and coaching responsibilities. The benefits are typical for a company of Kainos's size and industry, with a focus on employee wellbeing and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / Digital Transformation / Software & Services, with a significant focus on public sector digital services and Workday solutions. Kainos operates at the intersection of technology innovation and practical application, aiming to deliver tangible improvements for its clients and their users.

Company Size: Kainos is a significant technology company, employing over 1,000 people. This size offers the stability of a larger organization with opportunities for diverse project exposure, while maintaining a culture that can still feel connected and collaborative. For operations professionals, this means access to established processes and resources, alongside potential for cross-functional collaboration.

Founded: Kainos was founded in 1986. With decades of experience, the company has a strong foundation and a history of adapting to technological advancements and market needs. This longevity suggests a stable work environment and a mature approach to business operations and client delivery.

Team Structure:

• The User Researcher role is part of the Experience Design capability, a growing team focused on creating exceptional digital services. This capability likely comprises various UX specialists, including UX Designers, Service Designers, UI Designers, and other User Researchers.

• The role involves direct line management of a "small number of staff," indicating a leadership component and a reporting structure that includes team development and performance management.

• Collaboration is key, with significant interaction expected with client teams, project managers, developers, and other Kainos consultants. Methodology:

• Kainos emphasizes a user-centered design approach, underpinned by Design Thinking principles and a focus on delivering measurable impact.

• Projects are likely delivered using Agile methodologies, requiring researchers to integrate seamlessly into iterative development cycles.

• A strong emphasis is placed on problem-solving, innovation, and delivering high-quality, user-friendly digital services.

Company Website: https://www.kainos.com/

📝 Enhancement Note: Kainos's focus on public services means that operational roles often involve working with complex requirements, diverse user groups, and a need for rigorous process and compliance. The company's "people-first culture" is a strong indicator of its values.

📈 Career & Growth Analysis

Operations Career Level: This User Researcher role is positioned at a mid-to-senior level, likely equivalent to a Consultant or Senior Researcher. It involves both individual contribution through expert research execution and leadership through team management and coaching. The role demands strategic thinking, client advisory skills, and the ability to influence project direction.

Reporting Structure: The User Researcher will likely report to a Head of Experience Design, a Senior Manager within the Digital Services division, or a similar leadership role. They will, in turn, manage a small team of junior researchers or designers, guiding their day-to-day work and career development.

Operations Impact: User Researchers at Kainos directly impact the success of digital services by ensuring they are designed around genuine user needs and are effective, accessible, and user-friendly. This influence is critical for public sector clients where the goal is often to improve citizen services, increase digital adoption, and ensure inclusivity. The insights generated by this role directly inform product strategy, feature prioritization, and overall service design, leading to better user outcomes and client satisfaction.

Growth Opportunities:

• Leadership Development: Progression to Senior Consultant, Lead Researcher, or Managerial roles within the Experience Design capability, with increased responsibility for larger teams and strategic initiatives.

• Specialization: Deepen expertise in specific research methodologies, service design, or particular industry sectors (e.g., government digital transformation).

• Client Advisory: Develop stronger client relationship and strategic consulting skills, becoming a trusted advisor on user experience and digital strategy.

• Mentorship: Continue to mentor and coach team members, contributing to the growth of the wider UX community within Kainos.

• Cross-functional Exposure: Gain experience working across various project types and with different client organizations, broadening your understanding of digital service delivery.

📝 Enhancement Note: The explicit mention of "managing employee performance and assisting in their career development" clearly indicates a leadership track within this role, offering significant growth potential beyond individual research contributions.

🌐 Work Environment

Office Type: Kainos operates with a hybrid work model. While offices are available in locations like Birmingham and Belfast, there is also a "Homeworker - UK" option, indicating flexibility for remote work. The office environments are likely modern and collaborative, designed to support team meetings, workshops, and focused individual work.

Office Location(s):

• Birmingham, United Kingdom

• Belfast, United Kingdom

• Remote within the UK is also an option, suggesting a distributed team structure. Workspace Context:

• Collaborative Spaces: Offices will likely feature meeting rooms, breakout areas, and potentially dedicated design studios to facilitate team collaboration and client workshops.

• Tools & Technology: Access to standard office technology, high-speed internet, and potentially specialized UX research software and hardware.

• Team Interaction: Opportunities for in-person collaboration with other UX professionals, project managers, and client teams when working from an office or during client site visits. For remote workers, regular virtual check-ins and digital collaboration tools are essential.

Work Schedule: The standard work week is around 40 hours. The hybrid and remote options provide flexibility, allowing individuals to structure their workdays to balance client demands, team collaboration needs, and personal commitments. This flexibility is crucial for operations roles that may require deep focus time for analysis and report writing.

📝 Enhancement Note: The inclusion of "Homeworker - UK" alongside office locations is a key indicator of Kainos's modern approach to work arrangements, offering significant flexibility for operations professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess your experience and alignment with the role's requirements.

• First Interview: Likely with a hiring manager or senior member of the UX team. This will focus on your experience, approach to user research, team management capabilities, and understanding of Design Thinking/Service Design.

• Workshop/Presentation: A practical exercise, potentially involving a case study presentation from your portfolio or a simulated research challenge. This assesses your ability to analyze problems, apply research methods, derive insights, and communicate findings effectively.

• Final Interview: May involve meeting with more senior stakeholders and discussing your commercial awareness, stakeholder management skills, and cultural fit within Kainos.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest projects that best showcase your end-to-end research process, leadership, and impact, particularly any related to public services or complex stakeholder environments.

• Tell a Story: For each project, clearly outline the problem, your role, the methods used, the insights discovered, the solutions proposed, and the impact (quantifiable if possible). Use visuals to illustrate your process and findings.

• Highlight Leadership: Explicitly detail instances where you managed research projects, coached team members, or influenced strategy.

• Demonstrate Impact: Focus on how your research led to tangible improvements in user experience, service effectiveness, or business outcomes.

• Tailor to Kainos: Briefly touch upon why you are interested in Kainos and their work, especially in the public sector.

Challenge Preparation:

• Research Methodologies: Be ready to discuss the pros and cons of various qualitative and quantitative methods and when to apply them.

• Problem Solving: Practice thinking through a research problem from scratch, identifying key questions, and outlining a logical research plan.

• Insight Generation: Focus on how you move from raw data to actionable insights.

• Communication: Prepare to present your findings clearly and persuasively, anticipating questions about your methodology and conclusions.

• Team Management: Be prepared to discuss your experience in coaching, mentoring, and managing performance.

📝 Enhancement Note: The emphasis on "public" services in the job title suggests that case studies involving accessibility, diverse user groups, and government-related challenges will be highly relevant.

🛠 Tools & Technology Stack

Primary Tools:

• Research Platforms: Proficient use of tools like UserTesting.com, Optimal Workshop, Maze, Lookback, Qualtrics, SurveyMonkey for conducting and analyzing user tests and surveys.

• Collaboration & Whiteboarding: Experience with Miro, Mural, Figma, or similar tools for facilitating remote workshops, journey mapping, and co-creation sessions.

• Prototyping & Design Tools: Familiarity with tools such as Figma, Sketch, Adobe XD, InVision, which are often used in conjunction with research findings to iterate on designs.

Analytics & Reporting:

• Web Analytics: Understanding of tools like Google Analytics, Adobe Analytics to interpret user behavior data on digital platforms.

• Data Analysis: Proficiency in Excel or Google Sheets for data manipulation and analysis; potentially experience with statistical software or BI tools (e.g., Tableau, Power BI) for more complex quantitative analysis.

CRM & Automation:

• While not the primary focus, understanding how user research integrates with CRM systems (like Salesforce) or marketing automation tools to inform customer segmentation and engagement strategies can be beneficial.

📝 Enhancement Note: The "ai_key_skills" and "ai_keywords" lists provide strong indicators of the expected technical proficiencies, particularly around research methodologies and design thinking tools.

👥 Team Culture & Values

Operations Values:

• User-Centred: A deep commitment to understanding and serving user needs above all else. This translates to a rigorous approach to research and a passion for creating impactful, accessible services.

• Impact Driven: Focus on delivering measurable positive outcomes for clients and end-users. This means prioritizing research that directly informs strategic decisions and leads to demonstrable improvements.

• Collaborative: A strong belief in teamwork, cross-functional partnerships, and shared ownership of success. Expect to work closely with designers, developers, strategists, and clients.

• Innovative: Encouraging new ideas, creative problem-solving, and the exploration of novel approaches to user research and service design.

• Growth Mindset: A commitment to continuous learning, professional development, and sharing knowledge within the team and the wider organization.

Collaboration Style:

• Cross-functional Integration: Users Researchers are expected to be integral members of project teams, working hand-in-hand with designers, developers, product owners, and business analysts.

• Process Improvement: An open culture for discussing and refining research processes, methodologies, and best practices. Feedback is valued and encouraged.

• Knowledge Sharing: Regular opportunities for sharing insights, learnings, and best practices through internal presentations, workshops, and community forums.

📝 Enhancement Note: Kainos's emphasis on a "people-first culture" and "embracing our differences" suggests an inclusive and supportive environment where collaboration and individual contributions are highly valued.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Research Rigor with Project Timelines: In fast-paced project environments, especially in public sector work, there can be pressure to deliver insights quickly. Effectively managing research scope and timelines while maintaining quality is key.

• Navigating Complex Stakeholder Landscapes: Public sector clients often have numerous stakeholders with varying priorities. Building consensus and effectively communicating research findings to diverse audiences can be challenging.

• Demonstrating ROI of Research: Quantifying the direct business impact of user research can sometimes be difficult. Developing strong arguments backed by data and case studies is crucial.

• Keeping Pace with Evolving Methodologies and Tools: The UX research field is constantly evolving. Continuous learning is essential to stay current with new techniques and technologies.

Learning & Development Opportunities:

• Advanced Research Techniques: Access to training and development in specialized areas of UX research and service design.

• Leadership Training: Opportunities to hone management, coaching, and strategic consulting skills.

• Industry Conferences & Certifications: Support for attending relevant conferences (e.g., UXPA, CHI) and pursuing professional certifications.

• Mentorship Programs: Being mentored by senior leaders within Kainos or participating in mentorship programs to guide others.

📝 Enhancement Note: The "public" aspect of the role implies a need to adapt research strategies for diverse user demographics and potentially stringent accessibility requirements, which can present unique challenges and learning opportunities.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to convince a skeptical stakeholder about the importance of user research. How did you approach it, and what was the outcome?" (Focus on communication, influence, and data-driven persuasion.)

• "How do you decide which research methods are most appropriate for a given project? Walk us through your decision-making process." (Demonstrate methodological expertise and strategic thinking.)

• "Imagine you're tasked with improving a public service website. What would be your first steps in planning the user research?" (Showcase your ability to frame research problems and create initial plans.)

• "How do you manage conflicting research findings or stakeholder opinions? Provide an example." (Highlight your problem-solving and negotiation skills.) Company & Culture Questions:

• "What interests you about working at Kainos, particularly our work in the public sector?" (Research Kainos's public sector projects and articulate your alignment.)

• "How do you approach coaching and developing junior team members?" (Provide specific examples of your leadership style and experience.)

• "Describe your ideal team environment and how you contribute to a collaborative culture." (Align your values with Kainos's stated culture.) Portfolio Presentation Strategy:

• Structure: Use a clear narrative arc for each case study: Problem -> Your Role/Approach -> Methods -> Insights -> Recommendations -> Impact.

• Visuals: Employ strong visuals – journey maps, personas, wireframes, photos from workshops, charts of findings – to make your presentation engaging.

• Conciseness: Be prepared to present your key projects within a set timeframe (e.g., 15-20 minutes), leaving ample time for Q&A.

• Interactivity: Be ready to answer in-depth questions about your process, decisions, and the rationale behind your insights. Treat it as a collaborative discussion.

📝 Enhancement Note: Given the "Consultant" title, expect questions that probe your strategic thinking, client management abilities, and commercial awareness, not just your research execution skills.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Kainos careers portal via the provided URL.

• Portfolio Customization: Ensure your CV and portfolio are tailored to highlight your experience in user research, service design, and any relevant public sector work. Emphasize your leadership and coaching capabilities.

• Resume Optimization: Clearly articulate achievements using action verbs and quantify results where possible. Integrate keywords such as "User Research," "Design Thinking," "Service Design," "Qualitative," "Quantitative," "Stakeholder Management," and "Team Leadership."

• Interview Preparation: Practice presenting your portfolio case studies, focusing on clear storytelling, impactful insights, and demonstrable outcomes. Prepare for behavioral questions related to leadership and problem-solving.

• Company Research: Thoroughly research Kainos, its mission, its approach to digital services, and its work with public sector clients. Understand their values and culture to articulate your fit.

⚠️ 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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