User Researcher

Civil Service Jobs is used by over 3 million candidates per month to find and view vacancies across the Civil Service. Each year it handles over 2 million applications and advertises 140,000 posts. The live service is used by 219 organisations to advertise their vacancies and manage their recruitment processes. Currently, Civil Service Jobs is a software-as-a-service (SaaS) provision that has been configured and enhanced to meet Civil Service recruitment, digital and security standards.
Along with the live service, we are running a Recruitment Transformation programme, looking at what the future service should look like. We’ve completed our Discovery and Alpha phases, where we did extensive user research and prototype design, to explore our user needs and potential solutions for the biggest areas of improvement.
We’ve decided that our service needs to be procured rather than build our own, so we’ve now moved into the Beta build phase, working with a new technology platform provider which was appointed in the summer of 2024. The build and migration phase is to be completed by the end of 2026.
Cabinet Office Digital aspires to make UK Government digital services the best in the world, meeting or exceeding the benchmark set globally by the best public or private sector standards. We are creating a digital culture where user needs are at the heart of everything we build. Through data democratisation, automation, governance and consolidation we will create a better Cabinet Office.
As the digital arm of the department, we advise, assure or manage delivery on behalf of our colleagues in the Government People Group in developing their own Government Digital and Data capabilities. This is an exciting opportunity to join CO Digital, to lead on business improvements and otherwise support the Cabinet Office in delivering on the country’s priorities at the heart of the UK Government., We are a digital team made of Service, Product and Delivery Managers, Business Analysts, a Technical Architect, a Service Designer, Content Designers, Interaction Designers, and User Researchers, who will all support you in your work. We are also part of a wider digital community, and have a great UCD community with fellow designers and researchers to network with.
Our project is transforming recruitment, building a new recruitment platform by 2026, which will enhance the recruitment service provision across government.
This role is an exciting and rewarding opportunity to make a real impact in a significant transformation programme. The programme is a multi-year programme of work at the forefront of recruiting the next generation of civil servants into essential roles.
Civil Service Jobs enables the whole of government to recruit people more efficiently, without which the government could not deliver its work: hence our service brings far-reaching benefits for all citizens.
We also enjoy enabling people to find meaningful jobs, and teams to find great colleagues - contributing to a diverse culture that reflects the diversity in the UK.You will join our cross-functional agile delivery team focusing on transforming Civil Service Jobs, and helping to redesign how the service should be delivered in the future.
Your role:
We are looking for a User Researcher to join Cabinet Office Digital, to help develop our Civil Service Jobs platform and wider recruitment service. You will help us to transform how the Civil Service recruits so that we hire the right people, into the right roles, at the right time.
As a User Researcher, you will be responsible for ensuring our service provision meets users’ needs, by leading on extensive research on how users and customers interact with the service.
You will be responsible for conducting research to gain a deep understanding of our users, their behaviours, needs, and motivations. You will plan, design, and execute user-centred research activities, including usability testing, surveys, ethnographic studies, card sorting, and interviews, amongst others. You will work collaboratively with cross-functional teams, including designers, developers, product managers, and other stakeholders to translate research findings into actionable insights that drive product development and innovation. Strong analytical, communication, presentation and problem-solving skills are essential.
You’ll be at the heart of our dedicated User Experience team, championing UX best practices within the projects to build a user-focused culture.
We’re looking for people who are passionate about creating accessible services that are simple enough for everyone to use.
We follow the Government Digital and Data Profession Capability job description model for User Researcher. You will be required to gain a good understanding of the Government Digital Service Manual, the GDS Design System, and our Technology Code of Practice., As a User Researcher, you will:
+ Plan, design and prepare a range of user research activities to support the design, development and continuous improvement of complex government services;
+ Carry out a wide range of user research activities from recruiting participants, preparing discussion guides and moderating research sessions;
+ Lead colleagues to analyse research data and synthesise clear and actionable findings, including working closely with analytics colleagues to create a rich picture of user behaviour;
+ Communicate user research findings to help the team and wider organisation develop a deep understanding of users and their needs;
+ Work closely with product managers, designers and developers to turn user research findings into stories and actions that lead to valuable product and service features;
+ Contribute to UCD strategic planning, to align user research activities with wider plans to inform service propositions;
+ Help build user-centred practices in new and larger teams;
+ Develop and ensure good user research practice, sharing knowledge with other user researchers within the team or external supplier teams;
+ Contribute to the wider user research community - including presenting at meetups, writing blog posts and leading on aspects of practice.
Reporting to: Senior User Researcher, + Inclusive research: You can understand the diversity of users of government services and the need to make services usable and accessible for everyone. You can work with colleagues to include many kinds of users in appropriate research activities;
+ Analysis and synthesis: You can understand how to apply basic techniques for the analysis of research data and synthesis of findings. You can effectively involve your team in analysis and synthesis. You can present clear findings that colleagues can understand and use;
+ User-centred and Agile practices: You can understand and demonstrate experience in a range of user-centred practices. You can effectively work with colleagues to plan and do continuous user research in a multidisciplinary team;
+ Society & Technology: You can understand the social and technological context of government services. You can align user research activities to help your team understand changing user behaviour;
+ Strategic insight: You can understand what problem the team is trying to solve. You can align user research activities to inform decision-making and action;
+ Technical: - can demonstrate knowledge of the technologies used to build and operate digital services. You can collaborate closely with colleagues in different digital disciplines.
In addition, you will have, This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
After submission of the first stage of your application you will be invited to complete a Civil Service Verbal Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23.55 on 27/01/2025. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
Should you be successful in passing the test, you will be required to provide a CV setting out your career history and qualifications, highlighting specific responsibilities and achievements that are relevant for this role.
You will also be required to provide a Statement of Suitability (1000 words max.)
Please use your statement of suitability to explain how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria in the person specification section of the job advert.
Your CV and Statement of Suitability will be assessed against the essential criteria listed in the 'Person Specification' section of the job advert.
Should you be successful at sift, you will be invited to attend an interview where you will be assessed on behaviours and technical skills.
Expected timeline (subject to change)
Expected sift date – WC 27th January 2025
Expected interview date/s – WC 19th - 21st February 2025
Interview location – Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.
Reasonable adjustments
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
+ Contact Government Recruitment Service via menurecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
+ Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Further information
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.
Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.
A reserve list will be held for a period of 6 months, from which further appointments can be made.
Any move to Cabinet Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at: https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.
This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.
Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

+ Demonstrable knowledge of user research practice and experience in a wide range of user research methods and of deploying them effectively to generate clear and valuable findings;
+ Qualitative research experience with a diverse range of participants capturing a breadth of users and championing their needs to deliver services that are accessible and inclusive;
+ Quantitative research skills covering survey design and statistical analysis;
+ Understanding of the strengths and limitations of different research methods;
+ The ability to understand the complex problems a team is trying to solve, and align user research activities to inform decision-making and action;
+ Experience in advocating for user research and engaging sceptical colleagues and stakeholders, particularly in large-scale complex organisations;
+ The ability to include all kinds of users in appropriate research activities to help teams understand the diversity of users of government services.
Desirable criteria:
+ Knowledge and understanding of GOV.UK digital service standards and what this means for government services., No formal qualification is required for this role, however, we encourage applicants who will have either:
+ Degree in HCI/Usability/Cognitive Psychology/Market Research/Design or related field;
+ Degree in another discipline, with a strong emphasis on Research Methodology;
+ Professional experience and training to demonstrate solid knowledge of research methods, digital delivery and human-computer interaction., + Changing and Improving
+ Communicating and Influencing
+ Managing a Quality Service

Technical skills
We'll assess you against these technical skills during the selection process:
+ Research Skills
+ Analysis and Synthesis
+ User-centred and Agile practices

Alongside your salary of £42,382, Cabinet Office contributes £12,278 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role.
+ An environment with flexible working options.
+ A culture encouraging inclusion and diversity.
+ A Civil Service Pension which provides an attractive pension, benefits for dependants and employer contributions of 28.97%.
+ A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.