User Researcher

Overview

Join Social Security Scotland as a User Researcher and play a key role in shaping services that truly work for people. You’ll plan and deliver research to understand the needs, experiences, and challenges of those who rely on our services, working closely with multidisciplinary teams to turn insights into practical improvements. Your work will help ensure services are simple, inclusive, and accessible for everyone.

This is a fixed‑term appointment for 23 months, with the possibility of extension or permanency depending on business needs.

• Plan and carry out user research to understand what people need and how services can work better for them.
• Choose the right research methods and tools for each project, with support where needed.
• Review and analyse research findings to identify key themes and insights, involving others in the team where helpful.
• Share findings clearly through presentations and reports so others can understand and act on them.
• Ensure research includes a wide range of people, especially those who may face barriers or are less represented.
• Champion services that are easy to use, accessible, and fair for everyone, including people who need extra support to use digital services.
• Use research insights to help design services that meet people’s needs and deliver positive outcomes.
• Work flexibly and adapt research as projects change, using an iterative (test‑and‑learn) approach.
• Collaborate with different professionals across teams to plan and deliver research.
• Adjust research plans to work within time, budget, and other constraints.
• Set clear goals and scope for research activities so they align with project and organisational priorities.
• Contribute to wider user research approaches, balancing user needs with business goals.
• Build strong relationships with stakeholders and communicate in a way that meets their needs.
• Represent the voice of the user by sharing insights about their needs and behaviours.
• Stay aware of technology, including assistive tools, to support inclusive and effective research.

• Experience using research analysis and synthesis methods to produce clear, practical insights that can be shared with colleagues and used to inform decisions.
• Experience carrying out ethical and inclusive user research with a diverse range of users, and using this to represent user needs and support the design of accessible and inclusive services.
• Experience selecting and using a range of user research methods, choosing the most appropriate approach for different situations and contexts.

• Communicating and Influencing (Level
  3)

• Experience of user researcher in a government digital and data context.
• Knowledge of the Government Digital and Data Profession Capability Framework.
• Ability to design, conduct and analyse a variety of user research methods.

Social Security Scotland is committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. We are a Disability Confident Employer and will implement reasonable adjustments throughout the recruitment process and during the course of your employment if required.

Standard hours are 35 hours per week with flexible working options. The role requires a hybrid working style with a minimum of two days per week at an assigned location in either Glasgow or Dundee.