User Researcher

User Researcher

Based at client locations, working remotely, or based in our Godalming or Milton Keynes offices

Salary up to £60,000, plus excellent company benefits

About Us

Triad Group Plc is an award-winning digital, data, and solutions consultancy with over 35 years' experience primarily serving the UK public sector and central government. We deliver high-quality solutions that make a real difference to users, citizens, and consumers.

At Triad, collaboration thrives, knowledge is shared, and every voice matters. Our close-knit, supportive culture ensures you're valued from day one. Whether working on national-scale digital transformation programmes or helping shape user-centred services, you'll be trusted, challenged, and empowered to grow.

We nurture learning through communities of practice and encourage creativity, autonomy, and innovation. If you're passionate about understanding user needs and using research to improve services, Triad could be the place for you.

Role Summary

As a User Researcher at Triad, you will play a key role in helping clients understand their users and make evidence-based decisions. You will be responsible for planning and conducting research activities that uncover user needs, behaviours, motivations, and pain points.

Working as part of multidisciplinary teams, you will ensure that services are designed around genuine user needs, helping organisations reduce risk, improve accessibility, and deliver better outcomes.

You will be comfortable engaging with stakeholders at all levels, designing robust research approaches, analysing findings, and communicating insights that influence decision-making. You'll advocate for user-centred design and help clients embed research-led approaches within their organisations.

Experience working within Government Digital Service (GDS) environments and public sector programmes is highly desirable.

Key Responsibilities

User Research

Plan, design, and conduct user research using a range of qualitative and quantitative methods.

Select appropriate research methodologies based on project objectives and user needs.

Conduct user interviews, contextual enquiries, surveys, diary studies, workshops, and usability testing.

Identify user needs, behaviours, motivations, and pain points.

Ensure research activities are inclusive and representative of diverse user groups.

Research Analysis & Insight Generation

Analyse and synthesise research findings from multiple sources.

Triangulate evidence across research activities, analytics, stakeholder input, and service data.

Produce clear, actionable insights that inform service and product decisions.

Present findings confidently to stakeholders, delivery teams, and senior leaders.

User-Centred Service Design Support

Create and contribute to research-driven artefacts including: Personas, User journeys, Empathy maps, Service blueprints, Research reports, Insight presentations

Work collaboratively with UX Designers, Service Designers, Business Analysts, Product Owners, and Delivery Managers to ensure user needs remain central throughout delivery.

Usability Testing & Iteration

Plan and conduct usability testing for digital services and products.

Analyse usability findings and provide evidence-based recommendations.

Support teams in testing assumptions and validating design decisions.

Accessibility & Inclusion

Ensure research activities are accessible and inclusive.

Advocate for the needs of users with varying access requirements and digital literacy levels.

Contribute towards services meeting WCAG 2.2 accessibility standards.

Stakeholder Engagement

Facilitate workshops and collaborative sessions with users and stakeholders.

Build strong working relationships across multidisciplinary teams.

Help organisations understand the value of user research and evidence-led decision making.

Agile Delivery

Work effectively within Agile delivery environments.

Contribute to discovery, alpha, beta, and live phases of digital service development.

Support continuous improvement through ongoing user feedback and research.

Community & Best Practice

Contribute to Triad's User-Centred Design Community of Practice.

Share knowledge, mentor others where appropriate, and help develop research capability across the organisation.

Stay current with emerging user research methodologies, tools, and best practices.

Skills & Experience

Essential

• Strong experience planning and conducting user research across the service lifecycle.
• Experience using a range of qualitative and quantitative research methods.
• Ability to analyse complex research findings and communicate clear insights and recommendations.
• Experience conducting stakeholder interviews, user interviews, workshops, and usability testing.
• Strong presentation, facilitation, and communication skills.
• Experience working in Agile multidisciplinary teams.
• Understanding of accessibility and inclusive research practices.
• Experience working within Government Digital Service (GDS) environments and standards.
• Ability to influence stakeholders through evidence-based recommendations.

Desirable

• Experience creating user-centred design artefacts including personas, user journeys, and service blueprints.
• Familiarity with research and collaboration tools such as: Dovetail, Mural, Microsoft Forms, Optimal Workshop, UserZoom
• Knowledge of analytics tools, including Google Analytics.
• Understanding of UX design and prototyping processes.
• Experience collaborating with UX Designers and Service Designers.
• Knowledge of HTML, CSS, and JavaScript.

Qualifications & Certifications

Degree or equivalent qualification in Psychology, Human-Computer Interaction (HCI), User Research, Social Research, Design, or a related discipline - desirable.

Relevant industry certifications are advantageous.

Security Clearance

Due to the nature of this position, you must be willing and eligible to achieve a minimum of SC clearance.

To be eligible, you must have been a UK resident for a minimum of 5 years and have the right to work in the UK.