Senior User Researcher

Department for Work and Pensions (DWP); Newcastle upon Tyne; Hybrid; GBP 57,000 - 69,000; Full time

Job summary

A major government department in the UK is seeking an experienced Senior User Researcher to lead user research activities that shape user-centered digital services. The role involves using both qualitative and quantitative methods to generate insights that improve accessibility and user experience. With a competitive salary of up to £68,205, this position supports hybrid working and offers extensive benefits, including a generous pension and professional development opportunities.

Benefits

Competitive salary

Civil service pension

Generous leave package

Flexible working

Volunteering leave

Employee discounts

Interest-free loans

Professional development opportunities

Qualifications

• Experience of user research or relevant research experience.
• Knowledge of qualitative and quantitative research methods.
• Significant experience in ethical and diverse research planning.
• Proven record of generating actionable insights.
• Experience communicating research insights to stakeholders.

Responsibilities

• Lead user research activities for government services.
• Collaborate with agile teams to inform service design.
• Provide insights that influence policy and user experience.
• Advocate for inclusive practices in research.

Skills

User research

Qualitative research methods

Quantitative research methods

Communication of insights

Inclusive practices

Job description

We are seeking an experienced Senior User Researcher to lead research activities that shape user‑centred digital services. We’re using fresh ideas and leading‑edge tech to build and maintain digital solutions that will be used by nearly every person in the UK, every day and at key moments in their lives. DWP is the UK’s largest government department. We help people into work and make payments worth over £195bn a year to support and empower millions of people. You will be focused on tackling complex and often unique challenges for DWP, by aligning research strategies to deliver solutions that meet user needs and achieve policy goals. You’ll make a real difference by shaping government services that positively impact millions of people, improving accessibility, efficiency, and overall user experience. As a Senior User Researcher, you’ll lead research using both qualitative and quantitative methods, collaborating with agile teams to inform service design. You’ll identify problems, choose the right research approaches, and provide actionable insights that influence policy, content, and interaction design. Your work will ensure our services are evidence‑based and continuously improved. We want a champion of user‑centred design, who can build shared understanding across teams and stakeholders. By guiding product teams in interpreting research findings, you’ll ensure user experience remains at the heart of development. You’ll also advocate for inclusive practices, ensuring diverse user needs are considered. Your work will drive services that are effective, ethical, and truly reflect the needs of those who rely on them.

• Experience of user research or appropriate experience in other fields of research.
• Knowledge and experience of using a range of qualitative and quantitative research methods, selecting the most appropriate method depending on the requirements.
• Significant experience of planning and conducting research that considers the diversity of users, keeping in mind access needs and the ethical nature of research.
• Extensive experience and proven track record of generating new and useful insights for a project team to leverage, ensuring where relevant that the insights influence decisions.
• Experience of communicating insights from research to project teams and wider stakeholders or clients, to inform their decisions and make actionable recommendations.

Regular travel between digital hubs is expected as part of the role (travel counts as working time, and your travel and expenses are paid).

Hybrid Working

We work a hybrid model – you’ll spend some time working at home (40%) and some time collaborating face to face in a hub (60%).

Compensation & Benefits

Pay: We offer competitive pay for this role of up to £68,205. Pension: You’ll get a brilliant civil service pension with employer contributions of 28.97%, worth £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi‑time. You’ll also get all the usual public holidays.

We have a broad benefits package built around your work‑life balance which includes:

• An award‑winning environment and culture: Employer of the Year 2023 (Women In IT Awards), Founders Award for Outstanding Digital Leadership 2023 (Digital 100)
• Flexible working including flexible hours and flex‑friendly policies
• Time off volunteering and charitable giving
• Bring your authentic self to work with ‘I Can Be Me in DWP’
• Discounts and savings on shopping, fun days out and more
• Interest‑free loans to buy a bike or a season ticket, so it’s even easier for you to get to work and start making a difference
• Sports and social activities
• Professional development, coaching, mentoring and career progression opportunities.