IT Jobs

User Researcher - Digital Customer Experience Manchester | Hybrid - 3 days per week on-site £60,000-£75,000 + benefits | Permanent ???? Put users at the heart of what gets designed. We're looking for an experienced User Researcher to join a growing Digital Customer Experience practice and help shape services that genuinely meet the needs of the people who use them. You'll work across complex transformation programmes, using research, evidence, data and emerging AI tools to uncover insight, influence decisions and improve digital products and services. This is an opportunity to take user research beyond data collection - becoming a strategic storyteller and trusted voice for the user. What you'll do * Lead user research across discovery, design and delivery * Choose and apply the right qualitative, quantitative or mixed-method approach * Run interviews, observations, diary studies, usability testing and surveys * Work closely with designers, product managers, developers and stakeholders * Use prototypes to test assumptions, hypotheses and user journeys * Synthesise research into clear, actionable insights * Present findings and influence evidence-based design decisions * Explore AI-enhanced research methods to increase efficiency and scale * Help ensure AI-enabled services remain ethical, inclusive and genuinely user-centred What we're looking for * Strong hands-on User Research experience across the product/service lifecycle * Experience working with GDS service standards and design principles * Excellent qualitative and/or quantitative research capability * Strong storytelling, facilitation and stakeholder management skills * Experience working in agile, multidisciplinary teams * A portfolio demonstrating how your research has influenced products, services or decisions * Confidence working with prototypes and translating insight into action * An interest in how AI is changing the future of user research ???? Why join? You'll work alongside talented designers, researchers, technologists and strategists on complex transformation challenges - with the opportunity to shape how organisations understand and design for their users in an increasingly AI-enabled world. You'll also have access to extensive learning and development opportunities, professional certifications and flexible hybrid working. ???? Security Check (SC) clearance is required, including continuous UK residency for the last five years, alongside the relevant eligibility requirements. Ready to put users at the centre of the future? If you're a User Researcher who enjoys uncovering insight, challenging assumptions and turning research into meaningful change, we'd love to hear from you. Apply now

Service Designer - Digital Customer Experience Manchester | Hybrid - 3 days per week on-site £80,000-£90,000 + benefits | Permanent ???? Design better services. Create real-world impact. We're looking for an experienced Service Designer to join a growing Digital Customer Experience practice, working on complex transformation programmes where people, technology and design come together. You'll turn user insight into better services - from research and service mapping through to prototyping, testing and delivery. What you'll do * Research users and stakeholders to uncover needs, pain points and opportunities * Evaluate services for usability, accessibility and effectiveness * Create journeys, service maps, prototypes and tangible design solutions * Facilitate workshops and co-creation sessions with stakeholders * Translate insight into clear opportunities for user and business value * Work closely with multidisciplinary teams to take ideas into delivery * Champion a holistic, user-centred approach to service design What we're looking for * Solid experience in service design, with a portfolio showing research through to delivery and impact * Strong user-centred design and research skills * Experience with service mapping, prototyping and workshop facilitation * Confidence engaging and influencing stakeholders using evidence * Experience working in agile, fast-paced, multidisciplinary environments * Knowledge of government service standards and accessibility principles * GDS assessment experience is a plus ???? Why join? You'll work on challenging, high-impact transformation programmes alongside talented people across design, technology and strategy. You'll have access to extensive learning and development opportunities, external certifications and flexible hybrid working. ???? Security Check (SC) clearance eligibility is required, including continuous UK residency for the last five years, alongside the relevant eligibility requirements. Ready to make an impact? If you're a Service Designer who enjoys solving complex problems and turning insight into services that genuinely work, we'd love to hear from you. Apply now

Lead Service Designer - Digital Customer Experience Manchester | Hybrid - 3 days per week on-site £90,000-£100,000 + 5-10% bonus + benefits | Permanent ???? Lead the design of services that shape the future. We're looking for an experienced Lead Service Designer to join a growing Digital Customer Experience practice and lead complex transformation programmes across the UK. This is a high-impact role combining strategic leadership with hands-on design. You'll lead multidisciplinary teams, influence senior stakeholders and turn complex challenges into human-centred, scalable and AI-ready services. What you'll do * Lead complex service and product design programmes end-to-end * Define service strategies, future-state experiences and architectures * Lead research, prototyping, testing and delivery * Facilitate design sprints, workshops and co-creation sessions * Create service blueprints, journeys and propositions * Influence senior stakeholders and guide complex decisions * Mentor and develop designers, helping build a high-performing design practice * Contribute to proposals, client shaping and new business opportunities * Help evolve design standards, methodologies and approaches to AI-enabled services What we're looking for You'll be a confident, strategic design leader with: * Proven experience leading end-to-end service design, through to pilot and live operation * Strong experience influencing senior stakeholders in complex or regulated environments * Expertise in service blueprinting, journey mapping, systems mapping and proposition development * Experience leading and developing multidisciplinary teams * Excellent facilitation and workshop skills * The ability to bridge design and delivery in agile or hybrid environments * Strong commercial awareness and the confidence to challenge constructively Experience with GDS Service Standard, accessibility, regulated industries or AI-enabled services would be highly desirable. ???? Why this role? You'll have the opportunity to shape major digital and organisational transformations, work alongside talented design and technology specialists, and play a key role in developing a growing Experience Design practice. If you're ready to lead from the front, influence at senior level and create services that genuinely make a difference, we'd love to hear from you. ???? Eligibility for SC level security clearance is required, with additional eligibility checks where applicable. Apply now