At a Glance
- Tasks: Lead user research projects to enhance services and improve user experiences.
- Company: Join the UK's leading aviation and aerospace regulator with a focus on innovation.
- Benefits: Enjoy flexible working, 28 days leave, gym access, and a generous pension scheme.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in aviation by shaping user-centred design and improving services.
- Qualifications: Proven experience in user research and strong communication skills required.
The predicted salary is between 40000 - 50000 £ 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 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 Role
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. This is a fantastic opportunity if you are a proactive and experienced researcher who can work independently but also knows when to seek guidance.
Core Accountabilities
- 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.
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
Essential Skills and Experience
- 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’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.
Additional Information
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. 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.
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 (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations. We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued 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. 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.
Working With Us
We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us. We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.
We offer a range of excellent benefits such as 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 and much more!
Our Values
Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone.
Closing Date: Thursday 4th June 2026
Interview Date: W/C Monday 8th or 15th June 2026
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
No recruitment agencies please.
User Researcher in London employer: UK Civil Aviation Authority
The Civil Aviation Authority (CAA) is an exceptional employer, offering a dynamic work environment that prioritises user-centred design and continuous improvement in the aviation sector. With a strong commitment to employee development, flexible working arrangements, and a collaborative culture, the CAA empowers its staff to grow their skills while contributing to impactful projects that enhance public safety and service delivery. Located near Gatwick, employees benefit from excellent amenities, including a free onsite gym and generous leave policies, making it an attractive place for those seeking meaningful and rewarding careers.
Contact Details:
UK Civil Aviation Authority Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land User Researcher in London
✨Tip Number 1
Network like a pro! Reach out to folks in the aviation and user research space 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
Show off your skills! Create a portfolio that highlights your best user research projects. Make sure it’s easy to navigate and showcases your process, findings, and how you’ve made an impact. This will help you stand out when chatting with potential employers.
✨Tip Number 3
Prepare for those interviews! Research the CAA and their user-centred design approach. Think about how your experience aligns with their needs and be ready to discuss specific examples of your work. Practice common interview questions to boost your confidence.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, keep an eye on our careers page for new opportunities and updates. We’re always looking for passionate individuals to join our team!
We think you need these skills to ace User Researcher in London
Some tips for your application 🫡
Showcase Your Experience:Make sure to highlight your experience as a User Researcher in your application. We want to see your portfolio and how you've used various research techniques to make a difference in past projects.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing how you connect your background to our needs.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, so avoid jargon and focus on what makes you a great fit for the role.
Apply Through Our Website:Remember to apply 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 UK 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 your hands-on experience with these techniques and how they’ve influenced design decisions in your past projects.
✨Showcase Your Storytelling Skills
As a User Researcher, you’ll need to communicate complex findings clearly. Prepare to share examples of how you've distilled intricate research into actionable insights for both technical and non-technical audiences. This will demonstrate your ability to bridge the gap between research and practical application.
✨Familiarise Yourself with GDS Standards
Since the role aligns with Government Digital Services (GDS) standards, it’s crucial to understand their principles. Familiarise yourself with user-centred design practices and be prepared to discuss how you can apply these standards to enhance services at the CAA.
✨Emphasise Collaboration and Adaptability
Highlight your experience working in agile, cross-functional teams. Share specific examples of how you’ve collaborated with designers, service owners, and business analysts to ensure that user research directly informs service design. This will show that you’re not just a researcher but a team player who values collaboration.
