Senior User Researcher

Reed Talent Solutions; England; On-site; GBP 60,000; Full time

Job summary

A dynamic organization in England seeks a Senior User Researcher to lead transformative research programs that shape digital experiences. The role involves collaborating with various teams to influence service design and ensure user needs are met. Ideal candidates will have extensive experience in user research and a commitment to ethical standards. This position offers a competitive salary and hybrid working options.

Benefits

30 days annual leave plus bank holidays

Pension scheme with contributions matched 2 to 1

Interest-free loan for season tickets

Cycle to work scheme

Subsidised eye tests and flu jabs

Life assurance scheme

Employee assistance programme

Qualifications

• Highly experienced in User Research.
• Proven ability to help teams adopt a user-centered approach.
• Strong knowledge of GDS service standards.

Responsibilities

• Lead collaborative research programmes for complex projects.
• Conduct workshops, debriefs, and presentations.
• Utilise analytics and customer feedback to inform research.

Skills

User Research

User-Centered Design

GDS Service Standards

Analytical Reporting

Stakeholder Communication

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. If you’re ready to guide teams through discovery, challenge assumptions, and make research a strategic force for good, we want to hear from you.

Role Overview

The Senior User Researcher will report directly to the Lead User Researcher.

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.

You will need to demonstrate the following skills and experience

• Highly experienced in User Research.
• Proven ability to help teams adopt a user‑centred approach.
• Strong knowledge of GDS service standards and assessments.
• Commitment to ethical research standards.
• Experience researching diverse audiences to deliver accessible and inclusive services.
• Expertise in managing, analysing, and reporting on usability testing and qualitative discovery research.
• Ability to communicate research findings compellingly to drive user‑centred decision‑making.
• Experience working with stakeholders with limited understanding of user‑centred design.

About Us

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other.

We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

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

Our Inclusive Working Environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass 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

At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non‑contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development

In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Transport

Car – The main road link from London to Bedford is the A1(M) north, which transitions to the A421 near Stevenage. Driving time is typically around 1 hour.

Train – The main transport link from London to Bedford is the train, with frequent services on the Thameslink and East Midlands Railway (EMR) lines. Trains depart from London’s King’s Cross & St Pancras stations and typically take around one hour.

Reserve List

If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Application Process

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: [e-mail]. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Step 1: Submit Your Application

Open: 13/10/2025   Deadline: 03/11/2025

1. Your most up‑to‑date CV
2. A covering letter: Please provide a cover letter (up to 500 words) explaining your motivation for the role and why you believe you are a strong fit for the position.

Important: Both documents are required to progress to the next stage. Incomplete applications will not be considered.

Step 2: Telephone Interview

Between 13/10/2025 – 05/11/2025

• Discuss your experience in more detail
• Learn more about the role and our organisation
• Ask any questions you may have

Step 3: Final Stage Interview

Hosted on W/C 17/11/2025

• Task: Analyse a dataset, provide a clear interpretation of its findings, and explain how these insights could inform or support a research project.
• A series of competency‑based interview questions

Job Reference: MaPS00950

Close Date: 03/11/2025