UX Researcher/Content Lead (Redesign of IRIS Services) - REMIT Programme

Background

Revenue Mobilisation, Investment and Trade (REMIT) programme, funded by the UK’s Foreign, Commonwealth and Development Office (FCDO) and implemented by Adam Smith International (ASI) is a technical assistance program aimed at driving reforms that strengthen macroeconomic stability, foster sustained economic growth, promote mutual prosperity, create jobs, and reduce poverty. REMIT supports the Government of Pakistan, its ministries, and institutions in enhancing revenue mobilization, improving the investment climate, reducing trade barriers, and strengthening macroeconomic policy management.

REMIT is engaged with the Federal Board of Revenue (FBR) in a multifaceted collaboration aimed at boosting taxpayer compliance. This includes redesigning various services in FBR’s filing portal with a view to enhance service delivery and user experience.  By adopting a Human-Centered Design (HCD) approach, REMIT’s FBR Service Design Initiative (SDI) aims to streamline the taxpayer journey, broaden the tax base, and deliver world-class services for taxpayers, tax agents, and officials, ultimately increasing revenue collection and supporting Pakistan’s economic objectives.

Objectives

•   The objectives of the FBR Service Design Initiative (SDI) are as follows:

•   Make FBR tax services more efficient

•   Make FBR tax services more effective

•   Create a seamless omni-channel FBR taxpayer experience

•   Create trust with FBR taxpayers and improve FBR’s brand

•   Undertake organisational capacity building to improve FBR’s service design capabilities

Job Summary

The UX Researcher will be responsible for conducting user research, usability testing, and competitive analysis to uncover insights and validate design hypotheses. Alongside this the researcher will help define strategic goals, surface hidden user needs, and ensure solutions align with REMIT’s service design framework. This position also entails contributing to analysing the current state of IRIS services, identifying pain points, and refining future-state conceptual designs in line with 18F Digital Services Standards and WCAG 2.1 accessibility compliance. By leveraging research-driven approaches, the researcher will support iterative, inclusive, and user-focused service development.

Duties and Responsibilities

·       Collaborate with service designers and other team members to understand user requirements.

·       Plan and conduct qualitative and quantitative user research to uncover user needs, pain points, and behaviours.

·       Perform usability testing to evaluate prototypes and existing services, ensuring intuitive and accessible experience.

·       Conduct competitive and comparative analysis to benchmark IRIS services against global best practices.

·       Contribute to future-state service conceptualisation, ensuring alignment with 18F Digital Services Standards

Qualifications and Experience:

·       Bachelor's degree in Service design, User Experience Design or a related field.

·       Proven background in service design with a strong portfolio showcasing relevant work.

·       3+ years in content strategy, UX writing, or information architecture.

·       Ability to bridge UX research, design, and development in cross-functional teams.

·       Proficiency in design software and tools (e.g., Adobe Creative Suite, Figma, Sketch).

·       Strong understanding of user-centred design principles and web accessibility.

·       Ability to work collaboratively with multidisciplinary teams.

·       At least 5 years of experience in the related field.

Reporting

The “UX Researcher + Content Lead” will report to REMIT Tax Lead and REMIT Service Design Lead.