UX Designer – Contract

The UX Designer is a pivotal role, responsible for designing accessible, user-focused services and consistent user experiences across both digital and offline channels. This role integrates the core competencies of content design, interaction design, and user research to deliver end-to-end user journeys that meet both user needs and organizational/policy goals.

The UX Designer works collaboratively in agile, multidisciplinary teams, including product managers, delivery managers, service designers, developers, and policy colleagues, using evidence-based research and data to continuously iterate and improve services.

Key Responsibilities and Activities

User Research and Evidence-Based Design

• Plan, design, and carry out inclusive user research activities (e.g. field research and contextual observation, interviews) to gain a deep understanding of users, their contexts, constraints, and needs.
• Analyze and synthesize qualitative and quantitative data and research findings, turning them into clear, actionable insights, user needs, journey maps, and design hypotheses.
• Champion user research and interpret evidence-based research to incorporate it directly into design work.

Content and Interaction Design

• Design, prototype, and iterate end-to-end user journeys, page layouts, and interaction flows, ensuring users can easily complete their tasks.
• Create, edit, and review user-centred content in plain language, ensuring it is accurate, accessible, inclusive, and aligned to cultural context, agreed style guides, patterns, and policy intent.
• Create workable prototypes (either Figma or front-end code), that consider good web standards, including accessibility.

Service Design and Delivery

• Map and improve end-to-end user journeys, identifying where changes to content or interaction will have the greatest impact.
• Work with users and internal stakeholders to identify, prototype, and test the service across multiple delivery channels (e.g., web, call centers, correspondence).
• Explore various delivery methods to find the solution that best meets the needs of users and the broader organization.
• Help to identify the key elements of the minimum viable product (MVP) to be built during the beta phase.
• Use analytics and performance data, alongside research and stakeholder insight to shape the service strategy and improve services over time.

Collaboration and Agile Working

• Work in an agile way, contributing to the continuous improvement of services, and iterating designs based on research evidence.
• Plan and facilitate workshops and design sessions that bring together different perspectives (policy, operations, technology, stakeholders, and users).
• Communicate design and research decisions clearly to technical and non-technical audiences, adapting style to the needs of different stakeholders.
• Work closely with stakeholders, explaining design and research decisions, using evidence to influence and build consensus.
• Contribute to and help maintain shared design systems, content patterns, components, and guidelines.

Essential Skills and Attributes

Typical Background

Candidates should have a portfolio or body of work demonstrating the use of research and evidence to design, test, and improve user journeys, content, and interactions in complex environments.

A background in content design, interaction design, user research, or a related UX discipline is highly desirable, with a comfort level working across all three areas.

Terms of Reference

Terms of Reference for this contract are available here: UX Designer