David Randall
User Researcher Consultant @Mercator Digital
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WORK HISTORY
User Researcher Consultant @Mercator Digital
London, GB
Conduct mixed-methods user research for HM Revenue and Customs digital services, translating complex policy and operational needs into clear, actionable insights for multidisciplinary teams • Design and deliver research aligned to GDS standards, informing service improvements and supporting evidence-based decision making • Embedded as a consultant within product teams, collaborating with policy, design and engineering to shape roadmaps, de-risk delivery and improve usability at scale
EDUCATION
University of Washington
Master's Degree, Information Science
University of Washington
PhD, Information Science
The London School of Economics and Political Science (LSE)
Master's Degree, Analysis, Design & Management of Information Systems
University of Hertfordshire
BSc (Hons), Computing with a year in North America
SKILLS
ABOUT DAVID RANDALL
With over 15 years of experience in user research, I have worked across finance and technology sectors to design and deliver evidence-led strategies that shape products and services. My expertise spans qualitative and quantitative methods, developed through both academic rigour as a PhD and professional practice at organisations including Barclays, Amazon, Google, and Hargreaves Lansdown.I have a track record of establishing research functions from the ground up, embedding scalable practices, and leading and mentoring researchers to raise capability across teams. I specialise in structuring research programmes that balance customer needs with business priorities, ensuring insights are directly embedded into product and design decisions. Experienced in managing multiple projects simultaneously and adapting to changing priorities, I consistently deliver findings that inform strategic direction, reduce risk, and drive measurable impact.
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