Justina Keldušytė
Senior User Researcher @Leasehold Advisory Service (LEASE)
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WORK HISTORY
Senior User Researcher @Leasehold Advisory Service (LEASE)
London, GB
LEASE is a government arms-length body providing free legal advice to leaseholders and park home owners in England and Wales, handling enquiries per year.Leading the UX research function across a complex, public-sector digital transformation, designing and running studies end-to-end, from problem framing through to board-level readout.Current and recent work includes- Website IA research. multi-method study combining open card sorting, tree testing, and homepage navigation testing to identify the optimal information architecture for a site with 1.8M+ annual visitors- AI chatbot UX research*. end-to-end study design for a prototype AI legal advice tool, including moderated interviews and an unmoderated testing phase- Enquiry data classification (ML). applying a Jobs To Be Done framework to classify ~30K annual enquiries using local LLM inference (Ollama, R), to surface user needs and build an evidence base for policy discussions with MHCLG and improve our long-term data enquiry tagging taxonomy- Content usability testing. Unmoderated testing of redesigned service charge content pages, measuring comprehension, clarity, and task success- Redress and dispute survey. Leaseholder survey exploring how users understand and navigate their options in a complex redress landscape.Also responsible for research operations: tool selection and administration (Useberry, Condens, Typeform, Prolific), participant recruitment, and socialising findings across digital team, senior leadership, and board audiences.
EDUCATION
University of the Arts London
Doctor of Philosophy (PhD), Social Sciences
Vilniaus universitetas / Vilnius University
Bachelor, Sociology
Utrecht University
Master of Science (Research), Sociology and Social Research
SKILLS
ABOUT JUSTINA KELDUŠYTĖ
Senior UX Researcher with 6+ years of experience delivering actionable insights through mixed-methods research across heavily regulated sectors, including telecommunications and education. I combine sociological expertise with advanced data analytics skills (R, Python, SQL) to translate human behaviour into strategic product decisions. My strength lies in understanding business objectives and designing tailored research approaches that deliver maximum value: whether through qualitative exploration or quantitative validation. I excel at building research operations from the ground up, including research panel management, democratising insights, and coaching cross-functional teams on research best practices.I hold an MSc in Sociology and Social Research from the University of Utrecht and bring a human-centred, data-driven approach to every research challenge.
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