Public Sector User Researcher: UX & Accessibility in Crawley

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment. The CAA is looking for a User Researcher to join our team and help us build better services for our customers. Our work is guided by the Government Digital Services (GDS) approach and CAA standards, which emphasises user‑centred design and continuous improvement.

In this role, you’ll be a key part of both project delivery and supporting the expansion of our user research capabilities across the organisation. You’ll lead your own research projects for new and existing services, while also supporting the lead researcher and helping other teams understand the value of user research when required.

• Hands on experience of conducting user research from recruitment of users, planning activities and moderating the sessions.
• Conduct a variety of research activities, such as customer journey mapping, usability testing, and persona creation, using qualitative, quantitative, or mixed‑method approaches.
• Contribute to creating better products and services that solve users’ problems and meet their needs.
• Work closely with cross‑functional teams including designers, service owners, and business analysts to ensure research findings directly inform service design and development within an Agile environment.
• Experience working in multi‑disciplinary, agile teams where user research has influenced design of a product/service.
• Understanding of a range of tools and practices for both in person and remote research.
• Translate complex research findings into clear, actionable recommendations for improving services.
• Ensure all services are accessible and inclusive for everyone, regardless of their abilities, and comply with government accessibility standards.
• Help to embed user‑centred design and user research best practices into teams and the wider business.

• Support the lead researcher in maturing our user research practices and identifying new opportunities for research to add value.
• Contribute to developing a "playbook" by documenting and enhancing our research practices and tools (the CX Toolkit).
• Educate and empower colleagues across the organisation on the importance and practicalities of user research and user‑centred design.

• Experienced User Researcher with a strong portfolio showcasing a variety of research techniques.
• Comfortable working within an Agile environment and understanding how research fits into the entire service lifecycle, from alpha to live service.
• Strong storytelling, communication, stakeholder management and facilitation skills who can distil complex concepts into concise narratives for both technical and non‑technical audiences.

• Experience working with the public sector or in a regulatory/aviation environment.
• Knowledge of the Government Digital Services (GDS).
• A love of learning to improve user’s experience as well as developing your skills in parallel.
• Experience in accessibility testing.

As part of your role, you’ll also have the opportunity to contribute to both the business and your personal development through the following areas:

• Project Delivery – playing an active role in shaping and delivering impactful projects.
• UX Practice Development – helping to evolve and strengthen our UX capabilities across the organisation.
• Learning and Development – deepening your expertise and influence by championing user‑centred design in product and service development.

• Flexible working arrangements.
• Free onsite gym at Gatwick.
• Discounted gym membership for London.
• 28 days annual leave + additional 5 days leave purchase scheme.
• A generous pension scheme.

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds. As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken. For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance. If you do not meet these requirements, we may not be able to accept your application. The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.