Lead User Researcher

Lead User Researcher

Mastek is seeking a Lead User Researcher to join our dynamic and growing User-Centred Design (UCD) practice. This role offers the opportunity to lead impactful projects across the public and private sectors, applying user-centred methods in agile environments while collaborating with a diverse range of stakeholders.

As a Lead User Researcher, you will:

• Drive the development of our UCD strategy
• Support the growth of our design community
• Line manage and mentor junior team members
• Contribute to business development and client growth

About the Role

You will lead user research initiatives that shape digital products and services for clients across a range of sectors. Working within multidisciplinary agile teams, you'll champion user-centred design, influence stakeholders, and help deliver meaningful outcomes for users and businesses alike.

Key Responsibilities

User-Centred Design

• Lead, scope, and deliver end-to-end user research activities across a variety of programmes
• Recommend and execute appropriate research methods based on project needs
• Produce and maintain research deliverables appropriate to each project phase
• Clearly communicate project problems, scope, and success criteria to diverse audiences
• Support teams in resolving challenges and navigating delivery issues
• Guide clients through every stage of the design process, from discovery and ideation to implementation

Stakeholder Management

• Build trusted relationships with client teams and senior stakeholders
• Communicate user-centred design approaches effectively to gain alignment and buy-in
• Upskill colleagues and clients on UCD methods and agile delivery practices
• Identify commercial opportunities, including cross-selling additional services
• Proactively manage delivery risks and blockers in partnership with Delivery Managers or Project Leads
• Navigate organisational complexity and provide practical solutions to ambiguous challenges

Business Development

• Identify and pursue opportunities with existing and prospective clients
• Shape and present compelling proposals and pitches
• Lead the application of UCD and agile approaches within transformation bids, ensuring alignment with client needs

Community Development

• Contribute to the evolution of Mastek's User-Centred Design and consulting strategy
• Develop thought leadership, propositions, and points of view on applying design thinking in new markets
• Support and lead the growth of the UCD community through Design Operations principles

Qualifications & Experience

We're looking for someone with:

• Demonstrable experience in User Research or User-Centred Design within agile teams and complex programmes
• Strong practical knowledge of user research methods and tools
• Proven ability to conduct research and translate findings into actionable insights
• Consultancy experience
• Experience mentoring or leading User Research or UCD teams
• Familiarity with GDS and NHS Service Standards and assessments
• Experience leading Discovery phases aligned with GDS or NHS Service Standards
• Experience within the healthcare sector (desirable)

Essential Skills

• Excellent stakeholder management and communication skills
• Ability to influence and gain buy-in across diverse audiences
• Strong facilitation skills for remote and in-person workshops, meetings, and research sessions
• Comfortable managing ambiguity and complex organisational environments
• Experience in complementary disciplines such as:
• Service Design
• Content Design
• Communication Design (desirable)

Benefits (but not limited to)

• Annual performance-related bonus
• Professional development and training budget
• Full Medical Cover for Employee & Spouse
• EV Car Scheme
• 22 days Holiday & Bank Holidays + Additional Birthday Leave
• Cycle to Work Scheme

Diversity & Inclusion

Mastek is committed to creating an inclusive workplace where diversity is valued and everyone has the opportunity to thrive. We welcome applications from candidates of all backgrounds and experiences.