Senior User Researcher

Job Description

Senior User Researcher within the Unity Business Services People, Process & Technology (PTT) Team, supporting the implementation of the Unity Programme.

• Lead planning, recruitment and execution of user research for larger teams and complex services, including presenting findings to stakeholders and digital teams.
• Understand service problems and align research activities to inform and support decision‑making.
• Apply a range of techniques to analyse and synthesise user research insights, producing actionable outputs.
• Advocate for and include all types of users, helping teams design accessible services for all users.
• Contribute to the user research community at HMRC.
• Manage and/or mentor User Researchers.
• Participate in HMRC’s cross‑government research and conferences.

• Extensive experience in senior user research, improving digital services and applying GDS standards to meet user needs.
• Skilled at tackling complex problems, aligning research activities to guide decisions and deliver practical solutions.
• Expertise 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 communication skills, able to present complex ideas clearly and persuasively; supported by a relevant degree or equivalent experience.
• Demonstrable experience in coaching and mentoring team members.

• User research methods
• Analysis and synthesis
• Research management, leadership and assurance
• Inclusive research
• Stakeholder relationship management

Salary: £58,541. HM Revenue and Customs contributes £16,959 towards membership in the Civil Service Defined Benefit Pension scheme. HMRC operates both flexible and hybrid working policies.

• Pension: contributions to Alpha pension equal to at least 28.97% of salary.
• Family‑friendly policies.
• Personal support.
• Coaching and development.

Current temporary site:
Benton Park View, Newcastle – subject to relocation to Pilgrims Quarter, Newcastle in the future.