B3 Senior User Researcher

📍 Job Overview

Job Title: B3 Senior User Researcher

Company: Scottish Government

Location: Glasgow, Scotland, United Kingdom

Job Type: Full-Time

Category: User Research / Public Service Design

Date Posted: 2026-06-09T00:00:00

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead and deliver high-quality user research across complex public services, ensuring policy and design decisions are grounded in real user needs.

• Collaborate with multidisciplinary teams to build a shared understanding of users and promote inclusive and accessible service design.

• Mentor and support other researchers, contributing to the wider Scottish Government user research community of practice.

• Drive the embedding of strong research practices, influencing stakeholders and aligning research with strategic service goals.

• Utilize advanced research analysis and synthesis techniques to translate complex user needs into actionable insights for service improvement.

📝 Enhancement Note: This role is specifically within the public sector, focusing on Social Security Scotland services. The emphasis on "complex public services" and "policy and design decisions" indicates a strategic level of user research, requiring strong analytical and influencing skills. The requirement for candidates to be existing permanent civil servants within Social Security Scotland or the Scottish Government is a critical eligibility criterion.

📈 Primary Responsibilities

• Plan, design, and execute comprehensive user research studies using a variety of qualitative and quantitative methodologies.

• Analyze and synthesize research findings to identify key user needs, pain points, and opportunities for service improvement.

• Translate research insights into clear, actionable recommendations for policy, design, and development teams.

• Facilitate workshops and presentations to share research findings and build consensus among diverse stakeholders.

• Mentor and coach junior user researchers, fostering their professional development and adherence to research best practices.

• Champion inclusive and accessible design principles throughout the service lifecycle, ensuring research adequately represents all user groups.

• Contribute to the development and refinement of user research standards, processes, and tools within the organization.

• Actively engage with the broader user research community of practice to share knowledge, learn from others, and stay abreast of emerging trends.

• Ensure research aligns with broader service objectives and policy intent, demonstrating clear impact on service delivery.

• Manage research projects, including planning, resource allocation, and timeline management, to ensure timely delivery of insights.

📝 Enhancement Note: The responsibilities highlight a leadership component, including mentoring and setting direction for research practices. The emphasis on "complex public services" implies a need for research that can navigate intricate systems and diverse user demographics. The role requires not just execution but also strategic application of research to influence policy and design.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a strong academic background in a relevant field such as Human-Computer Interaction, Psychology, Sociology, Anthropology, Design Research, or a related discipline is typically expected for senior-level research roles.

Experience: 5-10 years of progressive experience in user research, with a significant portion in a senior or lead capacity. Experience within a public sector or government environment is highly advantageous.

Required Skills:

• Proven ability to plan, design, and conduct a wide range of user research activities (e.g., interviews, usability testing, surveys, diary studies, ethnographic research).

• Expertise in qualitative and quantitative data analysis and synthesis to derive actionable insights.

• Strong understanding of inclusive design and accessibility principles, with experience in researching diverse user groups.

• Demonstrated ability to influence stakeholders at various levels, translating complex research findings into compelling narratives.

• Experience in mentoring or coaching other researchers and fostering a strong research culture.

• Proficient in managing multiple research projects simultaneously, from initiation to delivery.

• Excellent communication, presentation, and facilitation skills.

• Familiarity with agile development methodologies and working within multidisciplinary teams.

• Understanding of user research ethics and governance within a public sector context. Preferred Skills:

• Experience with specific public sector service design frameworks or government digital service standards.

• Familiarity with user research tools and platforms relevant to large-scale government services.

• Experience in service design, policy development research, or related fields.

• Contribution to the wider user research community through speaking, writing, or community engagement.

• Experience in conducting research for complex digital transformation projects.

📝 Enhancement Note: The "B3 Senior User Researcher" title and the described responsibilities strongly suggest a need for advanced research methodologies and the ability to operate with a high degree of autonomy. The requirement for existing civil servant status within the Scottish Government or Social Security Scotland implies that candidates will already be familiar with public sector environments and potentially internal processes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a portfolio that demonstrates a strong track record of leading and delivering impactful user research projects.

• Include detailed case studies that highlight your approach to research planning, execution, analysis, and synthesis.

• Provide examples of how your research directly influenced policy decisions, service design, or product development, with measurable outcomes.

• Demonstrate your ability to conduct research with diverse and vulnerable user groups, emphasizing inclusive and accessible research practices.

• Present evidence of your mentoring or leadership experience, illustrating how you have supported the growth of other researchers. Process Documentation:

• Evidence of designing and documenting research plans, methodologies, and ethical considerations.

• Examples of frameworks or templates used for synthesizing research findings and communicating them to diverse audiences.

• Documentation of how research insights were integrated into iterative design and development cycles.

• Case studies that illustrate your process for stakeholder engagement and managing research expectations.

📝 Enhancement Note: Given the senior nature of the role and the public sector context, a portfolio should emphasize strategic impact, ethical considerations, and the ability to work within established governance structures. Demonstrating experience with complex, multi-stakeholder environments is crucial.

💵 Compensation & Benefits

Salary Range: £49,401 - £59,152 GBP per annum.

Benefits:

• Flexible Working Options: Opportunities to balance work and personal life through flexible scheduling.

• Supportive and Inclusive Working Environment: A commitment to fostering a positive and welcoming workplace culture.

• Generous Annual Leave: Typically 25 days annual leave, plus public holidays and additional accrued leave.

• Pension Scheme: Access to a competitive public sector pension scheme (e.g., Scottish Public Pensions Agency).

• Professional Development: Opportunities for training, conferences, and continuous learning, particularly within the Government Digital and Data Profession.

• Civil Service Benefits: Potential access to various civil service-specific benefits and schemes.

Working Hours: 35 hours per week.

📝 Enhancement Note: The salary range is typical for a senior-level researcher within the UK public sector. The benefits mentioned are standard for civil service roles, with a particular emphasis on flexibility and a supportive environment, which is important for roles requiring extensive stakeholder engagement and research. The 35-hour work week is standard for many UK public sector positions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector, Social Services, Data & Analytics. The Scottish Government, through Social Security Scotland, is dedicated to delivering fair and accessible social security services to the people of Scotland.

Company Size: The Scottish Government is a large public sector employer, with Social Security Scotland operating as a significant agency within it. This implies a structured environment with established processes and a large employee base.

Founded: Social Security Scotland was established in 2018 as an agency of the Scottish Government, with operations commencing in 2020. This relatively new agency is focused on delivering new social security benefits for Scotland.

Team Structure:

• The Senior User Researcher will likely be part of a broader User Experience (UX) or Digital Services team within Social Security Scotland.

• This team will comprise other user researchers, designers, content designers, service designers, and potentially product managers.

• Collaboration with policy advisors, operational delivery teams, and IT specialists will be frequent and essential.

• The reporting structure will likely involve a Head of UX, a Digital Director, or a senior policy lead, with the Senior User Researcher leading specific research initiatives. Methodology:

• Emphasis on user-centered design and evidence-based policy making.

• Adoption of agile and iterative development processes within multidisciplinary teams.

• Commitment to the Government Digital and Data Profession Capability Framework, ensuring high standards in digital service delivery.

• Focus on data analysis and synthesis to inform strategic decisions and improve service effectiveness.

• A strong commitment to transparency and public accountability in service design and delivery.

Company Website: https://www.gov.scot/

📝 Enhancement Note: The agency's mission to deliver accessible and fair social security services is central to its culture. This means a strong focus on understanding and serving diverse user needs, particularly those who may be vulnerable. The environment is likely to be collaborative, with a high degree of cross-functional interaction.

📈 Career & Growth Analysis

Operations Career Level: This role represents a Senior practitioner level within the User Research discipline. It involves leading significant research initiatives, mentoring others, and contributing to the strategic direction of research practices within the organization. It's a step towards potential lead researcher or research manager positions.

Reporting Structure: The Senior User Researcher will report to a lead within the digital or service design function, likely a Head of UX or equivalent. They will work closely with multidisciplinary teams, including product owners, designers, policy advisors, and developers, acting as a key partner and influencer.

Operations Impact: The Senior User Researcher's impact is direct and significant, influencing the design and delivery of essential public services that affect the lives of Scottish citizens. By ensuring services are user-centered, inclusive, and accessible, they contribute to social equity, efficiency of service delivery, and public trust. Their work directly informs policy effectiveness and operational efficiency.

Growth Opportunities:

• Specialization: Opportunity to deepen expertise in specific areas of user research, such as accessibility research, ethical research with vulnerable populations, or large-scale service design research.

• Leadership: Potential to move into a Lead User Researcher or Research Manager role, overseeing a team and setting research strategy for larger programs.

• Cross-functional Development: Opportunities to gain broader experience in service design, policy development, or digital transformation within the public sector.

• Professional Development: Access to government-wide training programs, conferences, and the Government Digital and Data Profession Capability Framework to enhance skills and certifications.

• Community Contribution: Opportunities to contribute to the wider user research community through presentations, workshops, and knowledge sharing.

📝 Enhancement Note: The growth path within the Scottish Government's digital and data professions is often structured and well-defined, offering clear progression routes and continuous learning opportunities. The emphasis on public service impact provides a strong sense of purpose, which is a significant motivator for many in this sector.

🌐 Work Environment

Office Type: The role is designated as Hybrid, meaning a blend of on-site and remote work. This suggests a modern office setup designed for collaboration and focused work.

Office Location(s): Glasgow, Scotland. This specific location will be the primary base for any required in-office days, offering access to city amenities and transport links.

Workspace Context:

• The office environment is expected to be collaborative, with spaces designed for team meetings, workshops, and co-creation activities.

• Access to necessary research tools, technology, and shared digital platforms will be provided to support both office-based and remote work.

• Opportunities for informal interaction with colleagues across multidisciplinary teams will be present, fostering a strong sense of team and shared purpose.

• A professional yet inclusive atmosphere is anticipated, reflecting the values of public service and user-centered design.

Work Schedule: The standard 35-hour work week allows for flexibility in scheduling, accommodating the hybrid work model and potentially offering some control over working hours to optimize productivity and work-life balance.

📝 Enhancement Note: Hybrid roles in government often require a minimum number of days in the office per week (stated as 2 days in the ai_work_arrangement_office_days field) to facilitate in-person collaboration, team building, and access to specific office resources.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of applications, focusing on eligibility (existing civil servant status) and alignment with the core requirements of a Senior User Researcher.

• Application Review & Portfolio Submission: Candidates will likely be asked to submit a detailed portfolio showcasing their research experience, methodologies, and impact. This will be a critical component of the evaluation.

• Interview Stage 1 (Competency-Based): Interviews will assess skills and experience against the Government Digital and Data Profession Capability Framework and Success Profiles. Expect questions related to specific research projects, problem-solving, and collaboration.

• Interview Stage 2 (Presentation/Workshop): Candidates may be asked to present a case study from their portfolio or undertake a short research-related exercise. This assesses their ability to communicate research findings effectively, synthesize information, and propose solutions.

• Final Interview/Panel: A final discussion to assess overall fit, strategic thinking, and leadership potential.

Portfolio Review Tips:

• Structure and Clarity: Organize your portfolio logically, perhaps by project or by competency. Clearly articulate the problem, your role, the methods used, the insights gained, and the impact of your research.

• Demonstrate Impact: Quantify results where possible (e.g., "led to a 15% increase in task completion rates," "identified critical barriers reducing service uptake by X%"). Focus on how your research informed decisions and improved services.

• Showcase Seniority: Highlight instances where you led research initiatives, mentored others, influenced strategy, or navigated complex stakeholder environments.

• Inclusive Research Focus: Emphasize your experience and commitment to inclusive and accessible research methodologies, especially given the public service context.

• Conciseness: Tailor your portfolio to the specific requirements of the role. Focus on the most relevant and impactful projects.

Challenge Preparation:

• Understand Success Profiles: Familiarize yourself with the Civil Service Success Profiles framework, as interviews will likely be structured around these competencies (e.g., Seeing the Bigger Picture, Changing and Improving, Collaborating and Communicating, Delivering at Pace).

• Prepare Case Studies: Have 2-3 detailed case studies ready that demonstrate your experience in leading research, problem-solving, stakeholder management, and delivering impact.

• Research the Scottish Government/Social Security Scotland: Understand their mission, values, and current priorities. Be prepared to discuss how your research skills can contribute to their goals.

• Practice Presentation: Rehearse presenting your portfolio and answering competency-based questions to ensure clear, concise, and impactful communication.

📝 Enhancement Note: The emphasis on "existing permanent civil servants" means that the candidate pool will already be familiar with civil service recruitment processes. The interview structure will likely align with standard UK Civil Service recruitment practices, heavily relying on competency-based questions and portfolio assessment.

🛠 Tools & Technology Stack

Primary Tools:

• Research & Analysis Platforms: Tools for conducting surveys (e.g., SurveyMonkey, Qualtrics), usability testing (e.g., UserTesting.com, Lookback), and data analysis (e.g., Excel, SPSS, R, Python for advanced analysis).

• Collaboration & Communication: Microsoft Teams, Slack, Zoom for team communication and remote collaboration.

• Document Creation & Sharing: Microsoft Office Suite (Word, PowerPoint, Excel), Google Workspace, Confluence, SharePoint for documentation, reporting, and knowledge sharing.

Analytics & Reporting:

• Data Visualization Tools: Tools like Tableau, Power BI, or even advanced Excel for creating dashboards and reports to communicate research findings effectively.

• Statistical Software: Depending on the quantitative depth required, statistical packages may be used.

CRM & Automation: While not a direct CRM role, understanding how user research integrates with customer relationship management and service delivery automation systems would be beneficial. Familiarity with how user feedback loops into service improvement processes is key.

📝 Enhancement Note: The specific tools will vary, but the focus is on standard professional research and collaboration software. Proficiency in a range of qualitative and quantitative research methods and the ability to select the most appropriate tools for a given research question is more important than mastery of a single platform.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of citizens, ensuring services are designed with them in mind.

• Inclusivity & Accessibility: A dedication to creating services that are usable by everyone, regardless of their background, ability, or circumstances.

• Evidence-Based Decision Making: A reliance on data and research to inform policy and design choices, ensuring robust and effective outcomes.

• Collaboration: A culture that values teamwork and cross-functional partnership to achieve common goals.

• Continuous Improvement: An ethos of constantly seeking ways to enhance services and processes through feedback and iteration.

• Public Service Ethos: A commitment to serving the public good and delivering value to citizens.

Collaboration Style:

• The role requires a highly collaborative approach, working closely with designers, developers, policy advisors, operational staff, and other stakeholders.

• Expect regular cross-functional team meetings, workshops, and co-design sessions.

• Open communication, constructive feedback, and a shared understanding of user needs are paramount.

• The ability to translate research into digestible formats for non-researchers is crucial for effective collaboration.

📝 Enhancement Note: The culture within public sector digital teams like those in the Scottish Government is often characterized by a strong sense of purpose, a commitment to public service values, and a drive to improve citizen experiences. Collaboration is key, as services are complex and require input from many different areas.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large public sector organization can involve complex approval processes and stakeholder management challenges.

• Diverse User Needs: Researching a wide range of citizens, including potentially vulnerable populations, requires sensitivity, specialized methodologies, and careful ethical consideration.

• Translating Policy Intent: Ensuring research effectively informs and aligns with complex policy objectives and government priorities.

• Resource Constraints: Public sector roles may sometimes face constraints in terms of budget or timelines, requiring efficient and pragmatic research approaches.

• Embedding Research: Continuously advocating for and embedding user research best practices within teams that may have varying levels of research maturity.

Learning & Development Opportunities:

• Government Digital & Data Profession: Access to a structured framework for skill development, training, and career progression within the UK Civil Service.

• Specialized Training: Opportunities to attend workshops, conferences, and courses focused on advanced user research techniques, accessibility, and service design.

• Mentorship: Guidance from experienced senior researchers and leaders within the organization and the wider government community.

• Cross-Departmental Projects: Potential to work on diverse projects across different government agencies, broadening experience and network.

• Contribution to Policy: The unique opportunity to directly influence policy and service delivery for a significant population.

📝 Enhancement Note: The challenges are typical for senior roles in public sector organizations, emphasizing the need for strong influencing skills, adaptability, and resilience. The growth opportunities are substantial, particularly for those looking to build a career in public service digital transformation.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex user research project from inception to delivery. What were the challenges, and how did you overcome them?" (Focus on research planning, execution, synthesis, and stakeholder management).

• "How have you ensured that your research findings have led to tangible improvements in a service or product?" (Prepare a case study demonstrating impact and ROI).

• "Discuss your approach to conducting inclusive and ethical research, particularly when working with vulnerable or diverse user groups." (Highlight specific methodologies and considerations).

• "How do you mentor and develop other user researchers? Provide an example of how you've supported someone's growth." (Showcase leadership and team development skills).

• "Imagine you're working on a new social security benefit. How would you approach understanding the needs of potential users, and what research methods would you prioritize?" (Demonstrate strategic thinking and methodological breadth). Company & Culture Questions:

• "Why are you interested in working for the Scottish Government and Social Security Scotland specifically?" (Connect your values and career goals to public service).

• "How would you contribute to fostering a strong user research culture within our teams?" (Discuss your approach to advocacy, training, and collaboration).

• "How do you stay updated on the latest trends and best practices in user research?" (Mention professional development, communities of practice, etc.). Portfolio Presentation Strategy:

• Tell a Story: For each case study, structure it as a narrative: the challenge, your approach, the insights, and the outcome.

• Highlight Your Role: Clearly articulate what you did, especially in leadership and influencing capacities.

• Quantify Impact: Use metrics and concrete examples to demonstrate the value and impact of your research.

• Showcase Methodology: Explain why you chose specific research methods and how they were appropriate for the problem.

• Be Prepared for Deep Dives: Anticipate detailed questions about your methods, analysis, and decision-making process.

📝 Enhancement Note: Given the Civil Service context, expect questions to be heavily aligned with the Success Profiles framework. Candidates should prepare specific examples that demonstrate their capabilities against each profile. The portfolio is paramount, so candidates must be able to articulate its contents clearly and compellingly.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Oracle Cloud link. Ensure you meet the eligibility criteria of being an existing permanent civil servant within Social Security Scotland or the Scottish Government.

• Tailor your CV and application statement: Highlight your user research experience, focusing on leadership, complex service design, inclusive research, and stakeholder influence. Use keywords from the job description and the Government Digital and Data Profession Capability Framework.

• Prepare your User Research Portfolio: Curate a selection of your most impactful projects, ensuring they clearly demonstrate your senior-level capabilities, research methodologies, synthesis skills, and the tangible impact of your work on service improvement. Be ready to present specific case studies.

• Research the Scottish Government and Social Security Scotland: Understand their mission, values, and current digital service priorities. Familiarize yourself with the Government Digital and Data Profession Capability Framework and Success Profiles.

• Practice your interview responses: Prepare specific examples using the STAR method (Situation, Task, Action, Result) for competency-based questions, and practice presenting your portfolio effectively.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.