About HMRC
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At HMRC, we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who works for us, and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you.
Diverse perspectives and experiences are critical to our success, and we encourage applications from all people from all backgrounds with the experience and skills needed to perform this role.
About Unity Business Services
Unity Business Services sits within HMRC’s People and Places Group, and provides critical human resources, recruitment, finance, payroll and procurement services to colleagues in HMRC and Department for Transport.
The Senior User Researcher role sits within Unity Business Service’s People, Process and Technology (PTT) Team, which provides user‑centred support including User Research, Content Design, Publishing, Business Analysis and Automation alongside project and product management.
Our current focus is supporting the implementation of the ‘Unity Programme’, which will introduce brand new shared services technologies and processes to support HMRC, Department for Transport, and the Ministry for Housing, Communities, and Local Government.
As a Senior User Researcher in PTT, you will help shape and lead user‑centred design within Unity Business Services, with a strong focus on improving the guidance used by both Unity customers and internal adviser colleagues.
You will be responsible for setting the research direction to ensure UBS colleagues have the most streamlined and effective guidance to assist Unity customers. You will identify opportunities for continuous improvement and work with teams to ensure guidance and services are informed by robust user insight.
Job Description
HMRC is currently undertaking some of the largest digital transformation programmes across Government and other sectors. Our user researchers are at the core of keeping user needs central to design and implementation, providing an opportunity to shape and improve Services that impact millions of users daily.
You will be joining a thriving and supportive User Researcher community, with regular opportunities for insight sharing, training and discussion. Our team draws together expertise from a wide variety of backgrounds and sectors and welcomes new ideas on how we can continue to conduct robust research with real‑world impact.
This is an exciting time to join an organisation that is at the forefront of cutting‑edge user research.
Your Responsibilities Include
* Leading on planning, recruiting and conducting user research in larger teams and on more complex services, including playing back user research to stakeholders and digital teams.
* Understanding the service problem then aligning user research activities to influence and support decision‑making.
* Applying a range of techniques to analyse and synthesise user research insights, creating research outputs in an actionable way.
* Advocating for, and including, all kinds of users in appropriate research activities to help teams design accessible services for all users.
* Contributing to the user research community at HMRC.
* Managing and/or mentoring User Researchers.
* Participating 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 in tackling complex problems, aligning research activities to guide decisions and deliver practical solutions.
* Expert 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 communicator, able to present complex ideas clearly and persuasively; supported by a relevant degree or equivalent experience.
* Demonstratable experience in coaching and mentoring of team members.
Technical Skills
* User research methods
* Analysis and synthesis
* Research management, leadership and assurance
* Inclusive research
* Stakeholder relationship management
Benefits
Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
* Pension – We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
* Family friendly policies.
* Personal support.
* Coaching and development.
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