Senior User Researcher

The Money and Pensions Service; Bedford; On-site; GBP 60,000; Full time

Job summary

A public service organization in Bedford is seeking a Senior User Researcher to lead research initiatives that shape digital experiences. The ideal candidate will champion user-centered design and collaborate with cross-functional teams to ensure services are accessible and impactful. This role offers an annual salary of c.£60,000 and the possibility of hybrid working arrangements.

Benefits

Generous Annual Leave

Pension scheme with matched contributions

Interest-free loan for travel

Cycle-to-work Scheme

Subsidised eye tests & flu jabs

Life assurance scheme

Employee assistance programme (EAP)

Enhanced family and sick pay

Paid volunteering days

Recognition Scheme

Discounts portal to retailers

Qualifications

• Experience in user research, particularly in digital environments.
• Strong analytical skills with the ability to translate data into actionable insights.
• Commitment to inclusive design practices.

Responsibilities

• Lead collaborative research programmes to uncover user needs.
• Translate research insights into actionable outcomes.
• Champion user-centered design across teams.

Skills

User-centered design

Qualitative research

Stakeholder communication

Workshop facilitation

Data analysis

Education

Relevant degree or experience in user research

Tools

Analytics tools

Customer feedback systems

Job description

Senior User Researcher

c.£60,000 per annum – Bedford, Permanent – Hybrid Working Are you a seasoned User Researcher driven by curiosity, empathy, and a commitment to inclusive design? Join us at MaPS, where you'll lead transformative research programmes that shape digital experiences for millions. From uncovering complex user needs – including those shaped by access requirements and protected characteristics – to championing user‑centred design across cross‑functional teams, your work will directly influence how we build accessible, ethical, and impactful services. You'll collaborate with designers, analysts, policy experts, and delivery partners to ensure our propositions are not only data‑informed but deeply human‑centred.

Role Overview

The Senior User Researcher reports directly to the Lead User Researcher and will be responsible for leading and coordinating research activities across MaPS. This role involves engaging with stakeholders, translating research insights into actionable outcomes, and fostering a culture of evidence‑based, inclusive design.

Key Responsibilities

• Lead collaborative research programmes for complex projects to uncover user needs.
• Conduct workshops, debriefs, group note‑taking, and results presentations.
• Utilise analytics, customer feedback, and other data sources to inform research priorities and approaches.
• Evolve and champion user‑centred design practices within the organisation.
• Work within cross‑functional teams to challenge assumptions and ensure user needs are met through coherent propositions, content, and designs.
• Advise and educate colleagues across all levels in areas of special expertise.
• Communicate with designers and researchers on other programmes to avoid duplication, maximise learning, and ensure consistency across digital experiences.
• Assist internal colleagues and external partners in defining and evolving agile methodologies.
• Identify and mitigate potential negative impacts of research activities on users, particularly those who are vulnerable or experience exclusion.
• Collaborate with Business Analysts, Policy and Proposition Managers, and product owners to align business needs with research plans.
• Define user needs, use cases, personas, customer profiles, and scenarios as required.
• Create and disseminate research reports, presentations, and other artefacts to communicate research outcomes to diverse audiences.

Hybrid Working & Location

Work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non‑contractual arrangement; our headquarters in Bedford will be your contractual place of work. The number of days you can work from home will be determined primarily by business needs but will also consider personal circumstances.

Career Development

We actively encourage and support applications from existing MaPS colleagues. A full, open, and fair process will be followed in line with the Civil Service Commissioner recruitment principles.

Interview Process

Step 1: Initial telephone interview (13/10/2025 – 05/11/2025). If shortlisted, you will be invited to discuss your experience in more detail, learn about the role and our organisation, and ask any questions.

Step 2: Final stage interview (W/C 17/11/2025) conducted at our Bedford office. The interview will include:

• Task: Analyse a dataset, provide a clear interpretation of its findings, and explain how these insights could inform or support a research project.
• Competency‑based interview questions covering experience in user research, user‑centred adoption, GDS service standards, ethical research, inclusive services, usability testing, stakeholder communication, and scenario analysis.

Our Values

• Caring – We care about our colleagues and the people whose lives we are here to transform.
• Connecting – We transform lives through positive connections.
• Transforming – We are committed to transforming lives and making a positive societal impact.

Inclusivity and Diversity

We foster an inclusive working environment that embraces all backgrounds. Our colleague and ally networks include LGBTQ+, neurodiversity, women's health, men's health, ethnicity, and diversity. We want our colleagues to bring their whole selves to work.

Benefits

• 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 seasonal 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