Senior UX Researcher

The Role

As a – Senior UX Researcher, you lead inclusive, user-centered research that powers our digital transformation.

You’ll work across product teams to uncover deep user insights, influence strategic decisions, and ensure our services are accessible and impactful for all users. If you’re passionate about inclusive design and research excellence, we’d love to hear from you.

Your responsibilities:

 Lead and execute end-to-end UX research projects across multiple product and service teams.

 Define research strategies and objectives aligned with business goals and service propositions.

 Conduct qualitative and quantitative studies including usability testing, interviews, surveys, and diary studies.

 Analyse and synthesise complex data sets into clear, actionable insights that influence product and service decisions.

 Advocate for user needs and inclusive design in strategic discussions, ensuring accessibility and equity.

 Present research findings through compelling storytelling tailored to diverse audiences, including executives.

 Collaborate with cross-functional teams (PMs, Designers, Engineers, Sales, Customer Success) to inform product strategy and feature development.

 Apply ethical and privacy-compliant research practices (e.g., GDPR) across global research efforts.

 Mentor and develop junior researchers, fostering best practices and continuous learning.

 Build user-centred practices in new teams and embed them into agile workflows.

 Manage external research vendors and ensure quality delivery through process improvement and standardisation.

 Influence product roadmaps and business strategy through evidence-based insights.

 Align research activities with GDS design principles or equivalent UK public sector standards.

Essential skills/knowledge/experience:

 5+ years of experience leading impactful UX research projects.

 Bachelor’s degree in Human-Centred Design, Human Factors, Cognitive Psychology, or related field.

 Proven experience conducting qualitative and quantitative research across the product lifecycle.

 Strong portfolio showcasing research deliverables and business impact.

 Expertise in inclusive research and accessibility standards.

 Ability to synthesise insights from multiple sources into strategic recommendations.

 Excellent stakeholder engagement and communication skills, including workshop facilitation.

 Experience working in agile, cross-functional teams on digital and omni-channel products.

 Familiarity with research and analytics tools (e.g., UserTesting.com, Optimal Workshop, Hotjar, Maze, Miro, Google Analytics).

 Strong understanding of audit, compliance, or enterprise platforms.

Desirable skills/knowledge/experience:

 Advanced quantitative analysis and statistical skills.

 Experience conducting global research studies and adapting methods to diverse user groups.

 Commercial awareness and ability to connect research insights to business outcomes.