Role Overview
The Senior User Researcher will report directly to the Lead User Researcher. Expectations for the role are aligned with the DDAT capability framework, User researcher - Government Digital and Data Profession Capability Framework.
Key Responsibilities:
1. Lead collaborative research programmes for complex projects to uncover user needs.
2. Support GDS service assessments.
3. Conduct workshops, debriefs, group note-taking, and results presentations.
4. Utilise analytics, customer feedback, and other data sources to inform research priorities and approaches.
5. Evolve and champion user-centred design practices within the organisation.
6. Work within cross-functional teams to challenge assumptions and ensure user needs are met through coherent propositions, content, and designs.
7. Advise and educate colleagues across all levels in areas of special expertise.
8. Communicate with designers and researchers on other programmes to avoid duplication, maximise learning, and ensure consistency across digital experiences.
9. Assist internal colleagues and external partners in defining and evolving agile methodologies.
10. Identify and mitigate potential negative impacts of research activities on users, particularly those who are vulnerable or experience exclusion.
11. Collaborate with Business Analysts, Policy and Proposition Managers, and product owners to align business needs with research plans.
12. Define user needs, use cases, personas, customer profiles, and scenarios as required.
13. Create and disseminate research reports, presentations, and other artefacts to communicate research outcomes to diverse audiences.
Skills and Experience:
1. Experience in leading research design, production, and analysis to inform user-centred design in a delivery-focused environment.
2. Ability to lead and support others in utilising a wide range of qualitative, quantitative, and observational methodologies, and experience of learning and adopting new methodologies.
3. Strong knowledge of GDS service standards and assessments.
4. Experience researching diverse audiences using inclusive, ethical approaches to deliver accessible and inclusive services.
5. Expertise in managing, analysing, and reporting on usability testing and qualitative discovery research.
6. Ability to communicate research findings compellingly to drive user-centred decision-making.
7. Experience of proactive stakeholder management and problem solving within an agile environment.
About Us
The Money and Pensions Service (MaPS) is based in Bedford, working to help people across the UK. Our values are caring, connecting, and transforming, which guide our work and relationships. We are committed to an inclusive working environment that embraces diversity and promotes equity and belonging, with networks supporting LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.
What We Offer
* Generous Annual Leave – 30 days plus Bank Holidays
* Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
* Interest-free loan for season tickets for buses and trains
* Cycle to work Scheme
* Subsidised eye tests & flu jabs
* Life assurance scheme
* Give as you earn scheme
* Employee assistance programme (EAP)
* PAM Assist and PAM Life scheme (Wellbeing)
* Enhanced family and sick pay
* Paid volunteering (2 days a year)
* Recognition Scheme
* Discounts portal to numerous retailers
Flexible Working
We offer a hybrid work model with at least 2 days in the office per week, tailored to business needs and personal circumstances. Details of hybrid arrangements will be discussed prior to employment.
Career Development
We support career growth through open and fair recruitment processes, encouraging applications from current colleagues.
Reserve List
If successful at interview, your details will be held for up to 6 months for potential future opportunities.
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