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- Tasks: Lead user research projects to enhance services for customers in the aviation sector.
- Company: Join the UK's leading aviation regulator, committed to safety and innovation.
- Benefits: Enjoy a competitive salary, flexible working, and a range of perks including gym access.
- Why this job: Make a real impact by improving user experiences in a dynamic, collaborative environment.
- Qualifications: Proven experience in user research with strong communication and storytelling skills.
- Other info: Embrace a culture of learning and inclusivity while contributing to meaningful projects.
The predicted salary is between 34000 - 42000 £ per year.
Salary: £40,000 to £50,000 per annum dependent upon experience.
Contract Type: 12 Month Fixed Term Contract.
Security Level: BPSS.
Visa Restrictions: This position does not offer visa sponsorship.
We are the UK's aviation and aerospace regulator and are recognised as a world leader in our 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 emphasise user-centred design and continuous improvement.
You will be a key part of both project delivery and supporting the expansion of our user research capabilities across the organisation. You will 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. This is a proactive and independent role where you can seek guidance when needed.
Responsibilities
- Hands on experience of conducting user research from recruitment of users, planning activities, and moderating 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 the 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, and comply with government accessibility standards.
- Help to embed user-centred design and user research best practices into teams and the wider business.
Capability Building
- 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.
Who We’re Looking For
- 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.
Desired Skills and Experience
- 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 experience as well as developing your skills in parallel.
- Experience in accessibility testing.
Additional Information
For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or nationally protected information. The post holders must undergo National Security Vetting and achieve the appropriate level of clearance. To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.
If you do not meet these requirements, we may not be able to accept your application.
For more information on BPSS clearance please visit - BPSS clearance.
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.
Relocation & Property
The CAA will be relocating from Aviation House to new premises in a few years’ time. We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our colleagues and customers.
We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028.
Inclusive Recruitment
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. We are a Disability Confident employer and will guarantee an interview for applicants who meet the minimum criteria. If you require an adjustment for any reason, please let us know.
Working With Us
We are on a journey towards being increasingly adaptable, with cross-functional collaboration and opportunities to develop your career with us. We offer hybrid working and flexible patterns and a range of benefits including flexible working, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, a 5-day leave purchase scheme, a generous pension, and more.
Our Values
Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone.
Closing Date
Sunday 25th January 2026
Interview Date: Week commencing Monday 26th January or 2nd February 2026
Note: We reserve the right to close this vacancy early if we receive sufficient applications. No recruitment agencies please.
Job Details
Seniority level: Mid-Senior level
Employment type: Contract
Job function: Consulting and Research
Industries: Airlines and Aviation and Public Safety
User Researcher in Crawley employer: Civil Aviation Authority
Contact Detail:
Civil Aviation Authority Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land User Researcher in Crawley
✨Tip Number 1
Network like a pro! Reach out to folks in the aviation and user research fields on LinkedIn. Join relevant groups, attend webinars, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research the Civil Aviation Authority and their user-centred design approach. Be ready to discuss how your experience aligns with their needs and share examples of your past research projects that made a real impact.
✨Tip Number 3
Show off your skills! Create a portfolio that highlights your best work in user research. Include case studies that demonstrate your process, findings, and how you’ve influenced service design. This will help you stand out from the crowd!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the CAA team. So, get your application in and let’s make some waves in user research together!
We think you need these skills to ace User Researcher in Crawley
Some tips for your application 🫡
Show Off Your Research Skills: Make sure to highlight your experience with various research techniques in your application. We want to see how you've used these skills to influence design and improve user experiences.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the User Researcher role. We love seeing candidates who understand our mission and values.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your key points stand out without unnecessary fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Civil Aviation Authority
✨Know Your User Research Techniques
Make sure you brush up on various user research methods like usability testing, customer journey mapping, and persona creation. Be ready to discuss how you've applied these techniques in past projects and how they can benefit the Civil Aviation Authority.
✨Showcase Your Storytelling Skills
As a User Researcher, you'll need to communicate complex findings clearly. Prepare examples of how you've distilled intricate research into actionable insights for both technical and non-technical audiences. This will demonstrate your ability to influence design decisions effectively.
✨Familiarise Yourself with Agile Practices
Since the role involves working in an Agile environment, be prepared to discuss your experience in multi-disciplinary teams. Highlight how user research has shaped product/service design throughout the service lifecycle, from alpha to live service.
✨Emphasise Accessibility and Inclusivity
The CAA values accessibility in its services, so be ready to talk about your experience with accessibility testing and how you've ensured that your research practices are inclusive. This shows that you align with their commitment to meeting government accessibility standards.
