User Research and Engagement Specialist

Role Purpose

The User Experience Specialist will provide essential user research, stakeholder engagement, and analytical support to the Single Front Door pilot. This position will work closely with the User Workstream Lead to understand user interactions, identify barriers to effective adoption, and develop actionable insights to improve the pilot experience.

Key Responsibilities

• Stakeholder Engagement & Cohort Management:
• Develop and maintain a stakeholder engagement plan for a diverse cohort of users.
• Build effective relationships with operational users and senior leaders alike.
• Plan and facilitate interviews, workshops, and feedback sessions.
• Coordinate participation and maintain clear records of feedback and actions.
• User Research & Insight Generation:
• Design and deliver user research aligned with pilot objectives.
• Develop research plans, interview guides, and feedback mechanisms.
• Gather qualitative and quantitative evidence on user needs and behaviours.
• Identify common themes and recurring issues across user groups.
• User Journey Mapping & Service Improvement:
• Map end-to-end user journeys, documenting key interactions and pain points.
• Capture both current and emerging user experiences with the Single Front Door.
• Identify friction points and opportunities for improvement.
• Produce clear journey maps and supporting documents for stakeholders.
• Analysis, Reporting & Recommendations:
• Synthetise findings into concise insight reports and thematic analyses.
• Develop presentations to communicate user experiences and key findings.
• Maintain a log of feedback and highlight emerging risks to the User Workstream Lead.
• Workstream Collaboration:
• Collaborate with various teams to ensure research informs decision-making.
• Track actions and follow up with stakeholders to monitor progress.
• Manage competing priorities to deliver high-quality outputs on time.

Required Experience & Skills

• Demonstrable experience in user research, service design, or related fields.
• Proven ability to engage stakeholders at all levels, from senior leaders to front-line users.
• Strong skills in designing and conducting interviews, workshops, and surveys.
• Excellent communication skills, both written and verbal, for presenting findings confidently.
• Strong organisational skills with the ability to coordinate across a diverse user cohort.

Desirable Experience

• Familiarity with change management and user adoption.
• Experience with digital services or workflow solutions.
• Knowledge of visual collaboration and journey mapping tools.

This is a fantastic opportunity to contribute to a forward-thinking organisation and enhance digital experiences for customers. If you are passionate about UI development and thrive in a collaborative environment, this role could be the perfect fit!