User Researcher - Resident Experience / Swindon Connect
Ref: 167852
Salary: £35,312 p.a. plus benefits
37 hours per week
2 Year - Fixed term contract
Swindon Borough Council are on an exciting journey to transform service delivery. We want our town to be the best it can be. Our ambitious vision in the new Swindon Plan is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that’s who we’re doing it for – the communities and businesses that make our town great. As part of the Council, you’ll support a friendly local authority making decisions with real impact. It’s all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.
Your next role
We are looking for a passionate and curious User Researcher to help shape the future of customer access and resident experience at Swindon Borough Council.
Working within the new Swindon Connect transformation programme, you will play a key role in understanding how residents interact with Council services and ensuring their voices are at the centre of service design and improvement.
You will lead and deliver user research across a wide range of services, using interviews, observation, usability testing and journey mapping to identify what matters most to residents and where improvements are needed.
This is an exciting opportunity to work across the organisation alongside service leads, analysts, digital teams and frontline colleagues to influence how services are designed, delivered and improved for our communities.
Key Responsibilities:
- Plan and deliver user research activities across the Resident Experience workstream
- Gather insight through interviews, usability testing, observation and resident engagement.
- Support journey mapping and service design activity to improve resident experiences.
- Ensure resident voices shape service improvements and future delivery models.
- Work collaboratively with services, digital teams and transformation colleagues.
- Analyse and present findings clearly to support decision-making and service improvements.
- Engage with residents from diverse and underrepresented communities.
- Promote user-centred and inclusive ways of working across the Council.
About You
We are looking for someone with the following skills and experience:
- Experience delivering user research and insight activities.
- Strong communication and stakeholder engagement skills.
- A passion for improving services through resident feedback and evidence.
- Knowledge of inclusive and accessible research approaches.
- Experience working within public sector, digital or service transformation environments is desirable.
If you are passionate about improving resident outcomes and want to help shape the future of Council services, we would love to hear from you.
You must be fluent in the English language (as a requirement of Part 7 of the Immigration Act “for the effective performance of a customer-facing role”).
Your next package
Please see our Rewards and Benefits offer for more details.
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.
For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon together. And you’ll be proud to say it was made better with you.
Please see our Vision and Values page for more details.
Please see our new Swindon Plan.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
Your next steps
Please read the role profile, which is available in the documents section to the righthand side of the page. To submit an application for this role, select Quick Apply
As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion.
For further information about the role please contact Kelly Page, Workplace & Resident Access Strategy Project Lead qn [email protected]
Previous applicants need not apply.
If you are experiencing technical issues submitting your application, please email [email protected]
Closing date: 15 July 2026
Interview date: w/c 20 July 2026
