User Researcher

Interview date: 7th to 18th September 2026

The Resources and Business Improvement directorateis led by Dianne Tranmer. It is responsible for:

People Function, Facilities Management, Digital Experience Unit and Technology Group, Information Governance, Executive Support Team and leadership of all our shared services across the GLA Group.

The UCD team brings together specialisms including digital engagement, service design, user research, business analysis, content and interaction design and performance analysis. These specialisms work in harmony with a shared mission to make all products and services as inclusive, accessible and user centric as possible.

Plan and conductuser research ofGLAproducts and services, working in the open with the user at the centre of all you do, including working across multipleprojectsconcurrently.

Advocatefor a user-centred mindset anduser research skills as key to digital transformation and development across the GLA,supporting teams and building upandmaintaininga user research knowledge base.

• Runend-to-enduser research, including framing research questions and objectives, employing inclusive and rigorous methods, analysing data, synthesising findings, and producing research outputs that clearly communicate user needs and inform decision making.
• Work withteamsacross the GLAtohelp them understand,mapand articulate their objectives. Help them understand agile ways of working,the value user researchbringsand help them articulate their digital transformationpossibilities.
  
  Support teams within the GLAinmakingdecisionswhich lead to improved services and products that better meet user needs.
• Work across complexbusinessareasand multidisciplinary teams to analyse and articulate user need. Create research and analysis plans to help gather evidence to guide decision-making in nuanced areas where simple answers are not possible; build and execute backlogs of work; use data to ensure services are accessible, intuitive, simple, and inclusive.
• Work with product teams throughout the development lifecycle.
  
  Measure value and use qualitative and quantitative data to inform decisions.
  
  Add evidence touser stories. Take considered, data-driven decisions and learn from mistakes. Track andmonitorperformance and outcomes toaid iterationand improvements.
• Use agilemethodologyandan agile mindset to all aspects of your work.
  
  Build collaborative relationships with colleagues and suppliers ina fast-paced, evolving environment and use an iterative method and flexible approach to enablequickdelivery.
• Produce user research outputs that contribute toaresearch and insight knowledge base that canprovideunderstanding about Londoners needs and how GLA policies and programmes canuse digital to helpmeet those needs. Help guide organisational decision-making by communicating research best practice.
• Support the Senior User Researcher toestablishuser research as a function at the GLA.Setstandards and behavioural expectations for user researcher sand embed user research as a function intothe delivery of all digital and data services and products.
  
  Build up andmaintaina user research community, as well as knowledge base.
• Act as anadvocate for user-centred design and development across theGLA. Advocate for user research at all levels in the organisation, helping to break down the barriers toopening upand listening.
• Qualityassurethe work of others (including suppliers) to ensure it meets our design standards.
• Manageresources asallocatedto the jobin accordance withthe Authority’s policies and Code of Ethics and Standards.
• Realise the benefits of a flexible approach to work in undertaking the duties and responsibilities of this job, andparticipatingin multi-disciplinary, cross-department and cross-organisational groups and project teams.
• Realise the benefits of London’s diversity by promoting and enabling equality of opportunities and promoting the diverse needs and aspirations of London’s communities.

Key contacts

Accountable for:Resourcesallocatedto thejob

Principal contacts: User Centred Design colleagues,GLA policyteams,managers and…