At a Glance
- Tasks: Lead user research to improve digital services and influence decision-making.
- Company: Join HMRC, a diverse and inclusive organisation at the forefront of digital transformation.
- Benefits: Competitive salary, generous leave, flexible working, and a strong pension scheme.
- Other info: Opportunities for coaching, mentoring, and participating in cross-government research.
- Why this job: Shape user-centred design that impacts millions and be part of a supportive community.
- Qualifications: Extensive experience in user research and a passion for improving digital services.
The predicted salary is between 58541 - 58541 £ per year.
About HMRC
At HMRC, we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who works for us, and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success, and we encourage applications from all people from all backgrounds with the experience and skills needed to perform this role.
About Unity Business Services
Unity Business Services sits within HMRC’s People and Places Group, and provides critical human resources, recruitment, finance, payroll and procurement services to colleagues in HMRC and Department for Transport. The Senior User Researcher role sits within Unity Business Service’s People, Process and Technology (PTT) Team, which provides user‑centred support including User Research, Content Design, Publishing, Business Analysis and Automation alongside project and product management. Our current focus is supporting the implementation of the ‘Unity Programme’, which will introduce brand new shared services technologies and processes to support HMRC, Department for Transport, and the Ministry for Housing, Communities, and Local Government.
As a Senior User Researcher in PTT, you will help shape and lead user‑centred design within Unity Business Services, with a strong focus on improving the guidance used by both Unity customers and internal adviser colleagues. You will be responsible for setting the research direction to ensure UBS colleagues have the most streamlined and effective guidance to assist Unity customers. You will identify opportunities for continuous improvement and work with teams to ensure guidance and services are informed by robust user insight.
Job Description
HMRC is currently undertaking some of the largest digital transformation programmes across Government and other sectors. Our user researchers are at the core of keeping user needs central to design and implementation, providing an opportunity to shape and improve Services that impact millions of users daily. You will be joining a thriving and supportive User Researcher community, with regular opportunities for insight sharing, training and discussion. Our team draws together expertise from a wide variety of backgrounds and sectors and welcomes new ideas on how we can continue to conduct robust research with real‑world impact. This is an exciting time to join an organisation that is at the forefront of cutting‑edge user research.
Your Responsibilities Include:
- Leading on planning, recruiting and conducting user research in larger teams and on more complex services, including playing back user research to stakeholders and digital teams.
- Understanding the service problem then aligning user research activities to influence and support decision‑making.
- Applying a range of techniques to analyse and synthesise user research insights, creating research outputs in an actionable way.
- Advocating for, and including, all kinds of users in appropriate research activities to help teams design accessible services for all users.
- Contributing to the user research community at HMRC.
- Managing and/or mentoring User Researchers.
- Participating in HMRC’s cross‑government research and conferences.
Essential Criteria:
- Extensive experience in senior user research, improving digital services and applying GDS standards to meet user needs.
- Skilled in tackling complex problems, aligning research activities to guide decisions and deliver practical solutions.
- Expert in a wide range of research methods, including usability testing, surveys, ethnographic techniques, and data analysis, producing clear, actionable insights.
- Strong advocate for user‑centred design, influencing stakeholders and embedding research practices into agile workflows.
- Excellent communicator, able to present complex ideas clearly and persuasively; supported by a relevant degree or equivalent experience.
- Demonstratable experience in coaching and mentoring of team members.
Technical Skills:
- User research methods
- Analysis and synthesis
- Research management, leadership and assurance
- Inclusive research
- Stakeholder relationship management
Benefits:
Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
Pension – We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development.
Senior User Researcher — Lead User Insights (Hybrid) in Worthing employer: UXR Hunt
At HMRC, we pride ourselves on being an exceptional employer, fostering an inclusive and respectful work environment that reflects the diverse society we serve. Our commitment to employee growth is evident through our supportive User Researcher community, flexible working arrangements, and generous leave policies, all designed to help you thrive in your career while making a meaningful impact on millions of users. Join us at this exciting time of digital transformation, where your insights will shape the future of public services.
StudySmarter Expert Advice🤫
We think this is how you could land Senior User Researcher — Lead User Insights (Hybrid) in Worthing
✨Tip Number 1
Network like a pro! Reach out to current or former HMRC employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. Personal connections can give you insights that you won't find anywhere else.
✨Tip Number 2
Prepare for your interview by practising common user research scenarios. Think about how you would tackle complex problems and align research activities with decision-making. We want to see your thought process, so be ready to share your approach!
✨Tip Number 3
Show off your skills! Bring examples of your previous work to the interview. Whether it's usability testing results or user insights you've gathered, having tangible evidence of your expertise will help us see how you can contribute to our team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining HMRC and being part of our exciting journey in user research.
We think you need these skills to ace Senior User Researcher — Lead User Insights (Hybrid) in Worthing
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to reflect the specific skills and experiences that align with the Senior User Researcher role. Highlight your expertise in user research methods and how you've tackled complex problems in the past.
Showcase Your Communication Skills:As a Senior User Researcher, you'll need to present complex ideas clearly. Use your application to demonstrate your communication prowess—whether it's through your writing style or by including examples of how you've effectively shared insights with stakeholders.
Emphasise Your User-Centred Approach:We want to see your passion for user-centred design! Share examples of how you've advocated for users in previous roles and how you've influenced teams to embed research practices into their workflows.
Apply Through Our Website:Don't forget to submit your application through our website! It's the best way to ensure it gets to the right people and helps us get to know you better. We can't wait to see what you bring to the table!
How to prepare for a job interview at UXR Hunt
✨Know Your User Research Methods
Make sure you brush up on a variety of user research methods, like usability testing and ethnographic techniques. Be ready to discuss how you've applied these in past projects, as HMRC values practical experience that leads to actionable insights.
✨Showcase Your Communication Skills
As a Senior User Researcher, you'll need to present complex ideas clearly. Prepare examples of how you've effectively communicated research findings to stakeholders in the past. Practising your pitch can help you convey your thoughts persuasively during the interview.
✨Emphasise Inclusivity in Research
HMRC is all about diversity and inclusion, so be prepared to discuss how you've advocated for including diverse user perspectives in your research. Share specific instances where your inclusive approach led to improved service design.
✨Demonstrate Leadership and Mentoring Experience
Since the role involves managing and mentoring other researchers, think of examples where you've taken the lead or supported team members. Highlight your coaching style and how it has positively impacted your team's performance.
