Job Introduction
User Experience Lead
Full time, permanent
Salary: £35,375 per annum
Work from home with regular attendance at GamCare’s head office in London (average one day per week).
Closing date for applications: 5th November 2026 at 23.59pm
Interviews will take place online via video conference week commencing 16th November 2026
About Us
Founded in 1997, GamCare is the leading provider of information, advice and support for anyone affected by gambling harms. We founded and operate the National Gambling Helpline and provide structured support for anyone who is harmed by gambling.
The Role
As our User Experience Lead, you’ll play a key role in shaping and continuously improving the experience people have when accessing GamCare’s Helpline & Online Services. You’ll look across our digital platforms, content and user journeys to understand what’s working, where people experience barriers and where we can make things better.
This is a role where insight turns into action. You’ll bring together user feedback, lived experience, engagement data and operational insight to identify opportunities for improvement and help shape how our online services develop. You’ll coordinate user testing, focus groups and co-production activity, making sure the voices of the people using our services are reflected in their design and development.
You’ll also take a lead on the ongoing development and improvement of our online platforms, working with internal teams, digital suppliers and technical partners to resolve issues, progress enhancements and improve accessibility, performance and reliability. You’ll own our Online Services Development and Improvement Log, helping turn ideas and insight into clear priorities and measurable improvements.
It’s an exciting opportunity to influence the future of our digital services and help create accessible, intuitive and effective online experiences that make it easier for people to find and engage with the support they need.
About You
You’re someone who is naturally curious about how people experience digital services and how those experiences can be made better.
You’ll bring experience of developing or improving digital services, online platforms, websites or user journeys, alongside a good understanding of user experience, digital accessibility and service design principles.
You can listen to feedback from service users and colleagues, while also working with analytics, engagement data, platform performance and user journey insight to spot patterns, identify barriers and turn what you learn into practical recommendations.
You’ll bring a practical and collaborative approach to problem-solving and be able to progress improvements effectively. You can work effectively with digital suppliers and technical colleagues, build strong relationships with different stakeholders and bring people together around opportunities for improvement.
Most importantly, you’ll be passionate about creating digital services that are accessible, user-focused and continually improving, and excited by the opportunity to use insight, collaboration and innovation to make a meaningful difference to the people who use our services.
Key Responsibilities
- Lead the continuous improvement of Online Services platforms, systems and user journeys.
- Analyse user behaviour, engagement data, feedback and lived experience insight to identify opportunities for improvement.
- Coordinate user testing, focus groups, feedback activities and co-production initiatives.
- Own and maintain the Online Services Development and Improvement Log, ensuring actions and priorities are progressed effectively.
- Monitor platform performance, accessibility, reliability and user engagement, recommending improvements where required.
- Work with internal teams and external suppliers to support the development, testing and implementation of platform enhancements.
- Build and maintain positive relationships with platform providers and development partners.
- Evaluate the effectiveness of online content and digital resources, helping to improve engagement and outcomes.
- Produce insight, analysis and recommendations to inform service development and future priorities.
- Champion a user-centred approach to service design and continuous improvement.
Benefits You Can Enjoy
- 33 days basic annual leave entitlement per annum (pro-rated for part-time colleagues) including bank holidays which increases with service.
- A generous Pension Scheme - we contribute 6% and you contribute 2%.
- Discretionary company sick pay after 6 months’ service.
- Employee Assistance Programme – 24-hour support
- Premium access to the CALM app for you and up to 5 dependents
GamCare are committed to offering the best support to people affected by gambling harms, as such we welcome applications from candidates with lived experience.
Gamcare is an equal opportunities employer and doesn't discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability. We are only able to facilitate visa sponsorship in very limited circumstances, so candidates outside of the UK or who don’t have the right to work in the UK need not apply.
For any further information on the role or if you require any reasonable adjustments at any stage of the application or recruitment process, please contact recruitment@gamcare.org.uk and the team will be happy to help.
