Lead User Researcher and Service Designer

Position: Lead User Researcher

Duration: 10 weeks

Location: Relocation to the customer’s European office required (hybrid working available)

Rate: Open to negotiation

Start Date - December 8th

Travel and accommodation will be provided.

Overview

We’re looking for a Lead User Researcher who can bridge User Research and Service Design to help our client embed a truly customer-centric approach across their organisation.

You’ll lead research that spans digital and physical channels, apply ethnographic methods to uncover deep behavioural insight, and design service experiences that connect front-stage customer touchpoints with back-stage processes and systems.

Beyond delivery, you’ll help shape frameworks and tooling that allow the client to sustain and scale research and service design long after your engagement ends.

Key Responsibilities

• Assess a client’s current research and service design maturity, tools, and processes — identifying opportunities to evolve their capability and impact.
• Design and deliver multi-channel research programmes, including ethnographic fieldwork, in-depth interviews, and cross-channel CX studies to uncover unmet needs and behavioural drivers.
• Translate insights into actionable artefacts - journey maps, service blueprints, ecosystem maps, and opportunity frameworks -to guide product and service strategy.
• Introduce and embed the right research and design tools (e.g. Dovetail, Maze, Figma, Miro, Airtable, EnjoyHQ) to support scalable, ethical, and efficient insight management.
• Facilitate co-creation, ideation, and prioritisation workshops with cross-functional teams and senior stakeholders.
• Develop reusable playbooks, templates, and toolkits for continuous research and service design delivery.
• Ensure insights and service concepts flow into product roadmaps, operational models, and CX strategies.
• Partner with senior leaders to articulate the strategic value of user research and service design in shaping business and transformation outcomes.

Essential Experience

• 10+ years of experience in UX Research, Service Design, or Human-Centred Design.
• Proven track record in building or scaling research and service design capability within financial services organisations.
• Deep expertise in ethnographic and contextual research, and the ability to connect insight across multiple customer touchpoints and channels.
• Experience with CX strategy and measurement, translating insights into improved customer journeys and service experiences.
• Skilled in qualitative and quantitative methods, with strength in synthesis, storytelling, and stakeholder engagement.
• Strong communication and facilitation skills — able to lead workshops, coach teams, and present confidently to senior audiences.
• Experience working in agile or product-led environments, bridging design, technology, and strategy.