User Research and Engagement Specialist

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

• Demonstrable experience in user research, service design, or a related field
• Proven ability to engage stakeholders at all levels, from senior leaders to frontline users
• Strong skills in designing and conducting interviews, workshops, and surveys
• Excellent written and verbal communication skills, including the ability to present findings confidently
• Strong organisational skills and the ability to coordinate across a diverse user cohort
• Desirable: Familiarity with change management and user adoption
• Desirable: Experience with digital services or workflow solutions
• Desirable: Knowledge of visual collaboration and journey-mapping tools

We are Pontoon, an employment consultancy committed to helping people of all backgrounds thrive in an inclusive workplace. We are supporting a leading utilities-sector organisation seeking a User Experience Specialist for its innovative Single Front Door pilot, which involves approximately 100 users. Working closely with the User Workstream Lead, you will help improve user interactions and service delivery. This is a three-month role based in Warwick, with two days per week in the office, at a rate of £500 per day via umbrella. Applicants are asked to answer screening questions and submit a CV; we use generative AI to support candidate screening, while our hiring team makes all final decisions.