Job Description
Senior User Researcher within the Unity Business Services People, Process & Technology (PTT) Team, supporting the implementation of the Unity Programme.
Responsibilities
* Lead planning, recruitment and execution of user research for larger teams and complex services, including presenting findings to stakeholders and digital teams.
* Understand service problems and align research activities to inform and support decision‑making.
* Apply a range of techniques to analyse and synthesise user research insights, producing actionable outputs.
* Advocate for and include all types of users, helping teams design accessible services for all users.
* Contribute to the user research community at HMRC.
* Manage and/or mentor User Researchers.
* Participate in HMRC’s cross‑government research and conferences.
Essential Criteria
* Extensive experience in senior user research, improving digital services and applying GDS standards to meet user needs.
* Skilled at tackling complex problems, aligning research activities to guide decisions and deliver practical solutions.
* Expertise in a wide range of research methods, including usability testing, surveys, ethnographic techniques and data analysis, producing clear, actionable insights.
* Strong advocate for user‑centred design, influencing stakeholders and embedding research practices into agile workflows.
* Excellent communication skills, able to present complex ideas clearly and persuasively; supported by a relevant degree or equivalent experience.
* Demonstrable experience in coaching and mentoring team members.
Technical Skills
* User research methods
* Analysis and synthesis
* Research management, leadership and assurance
* Inclusive research
* Stakeholder relationship management
Benefits
Salary: £58,541. HM Revenue and Customs contributes £16,959 towards membership in the Civil Service Defined Benefit Pension scheme. HMRC operates both flexible and hybrid working policies.
* Pension: contributions to Alpha pension equal to at least 28.97% of salary.
* Family‑friendly policies.
* Personal support.
* Coaching and development.
Location
Current temporary site: Benton Park View, Newcastle – subject to relocation to Pilgrims Quarter, Newcastle in the future.
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