Senior User Researcher

📍 Job Overview

Job Title: Senior User Researcher

Company: Serco Plc

Location: Abbey Wood, Bristol (Filton), BS34 8JH, United Kingdom

Job Type: Full-Time, Permanent

Category: User Research / UX Research / Service Design

Date Posted: August 04, 2026

Experience Level: Mid-Senior Level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead and execute comprehensive user research initiatives across the Armed Forces Recruitment Service (AFRS) candidate journey, focusing on actionable insight generation.

• Design, conduct, and analyze primary and secondary research, including surveys, interviews, and field studies, to inform strategic decisions and service improvements.

• Serve as a key liaison with the Authority's Senior Lead User Researcher and the Government Service Standard (GSS) coherence team, ensuring research aligns with government standards.

• Drive the collection of evidence for GSS Beta assessments and embed candidate feedback mechanisms like cNPS into daily operations.

• Collaborate effectively within a complex multi-partner ecosystem, ensuring user needs are central to all program outputs and system implementations.

📝 Enhancement Note: This role is positioned as a Senior User Researcher, indicating a need for leadership in research design and execution, as well as significant stakeholder management. The focus on "getting out in the field" and "turning what they find into insight that actually changes things" highlights a hands-on, impact-driven approach to user research, rather than purely theoretical work. The mention of GSS and GDS frameworks suggests a strong emphasis on government digital service standards and compliance.

📈 Primary Responsibilities

• Lead the design and execution of end-to-end user research studies, employing a range of qualitative and quantitative methodologies including surveys, interviews, contextual inquiries, and field-based research.

• Conduct primary research at Career Centre locations and recruitment events to gather direct user feedback and understand the candidate experience.

• Analyze both qualitative and quantitative data sets to identify key user needs, pain points, and opportunities for service improvement, translating findings into clear, actionable insights.

• Act as the primary point of contact for user research matters with the Authority's Senior Lead User Researcher and the Government Service Standard (GSS) coherence team, ensuring alignment and compliance.

• Generate the necessary evidence base to support the GSS Beta assessment, demonstrating user-centricity and adherence to standards.

• Integrate candidate feedback mechanisms, such as Customer Net Promoter Score (cNPS) and continuous feedback loops, into the Business As Usual (BAU) delivery processes.

• Foster collaboration and ensure alignment on user research outputs (e.g., user needs register) across a diverse multi-partner model, including the MoD (client), Akkodis (systems integrator), TMP (marketing partner), Pega (platform provider), PA Consulting (strategic partner), and Adecco (recruiting partner).

• Champion user-centered design principles throughout the AFRS program lifecycle, advocating for the candidate's perspective in strategic planning and decision-making.

• Proactively identify opportunities to improve the recruitment service through ongoing user insights and feedback.

📝 Enhancement Note: The responsibilities emphasize a proactive, hands-on approach to user research, requiring the candidate to not only conduct research but also to embed findings into operational delivery and influence strategic decisions across multiple partners. The specific mention of GSS Beta assessment and a multi-partner model highlights the complexity and collaborative nature of the role within a government-focused project.

🎓 Skills & Qualifications

Education: While specific educational qualifications are not explicitly stated, a strong academic background in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field is often beneficial for senior user researcher roles. Equivalent practical experience will also be considered.

Experience: A minimum of two years of hands-on user research experience is required, with a preference for candidates with 2-5 years of experience. Experience in large, complex, or public sector organizations is highly valued.

Required Skills:

• Proven expertise in user research methodologies, including surveys, interviews, and field-based research.

• Demonstrated ability to analyze large volumes of qualitative and quantitative data and translate findings into clear, actionable recommendations.

• Strong analytical skills with familiarity in statistical analysis tools (e.g., SPSS or equivalent).

• Experience working within large, complex, or public sector organizations, where research directly informs decisions at scale.

• Excellent stakeholder management skills, with the ability to influence and align diverse teams without direct authority, particularly in a multi-partner environment.

• Exceptional communication and presentation skills, with confidence in presenting insights to senior leaders and external clients.

• Self-starter mentality, capable of independently owning and delivering research activities at pace.

• Comfort with using AI to support research and analysis processes. Preferred Skills:

• Experience working within a Government Digital Service (GDS) or GSS framework, ideally through alpha, beta, or live assessments.

• Familiarity with users in contexts such as candidates, recruiters, careers advisors, clinicians, or customers, and experience embedding insight into operational delivery.

• Background in defence, government, or other regulated environments.

• Experience working within a multi-partner or managed service delivery model.

📝 Enhancement Note: The required skills emphasize practical application, data analysis, and strong interpersonal capabilities for influencing stakeholders in a complex environment. The preferred skills point towards candidates with specific experience in government digital standards and regulated sectors, which are highly relevant to the Serco AFRS program.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of two distinct user research projects that demonstrate a full research lifecycle, from planning and recruitment to analysis and reporting.

• Highlight projects where research directly led to tangible improvements in user experience, service delivery, or decision-making, providing specific metrics or outcomes.

• Include examples of research designs (e.g., interview guides, survey questionnaires) and analysis outputs (e.g., affinity maps, thematic analyses, data visualizations).

• Demonstrate proficiency in translating complex qualitative and quantitative data into clear, concise, and actionable insights presented to diverse audiences.

• Evidence of experience working within a structured framework, such as GDS or GSS, is highly desirable. Process Documentation:

• Provide examples of research plans that outline objectives, methodology, participant criteria, and timelines.

• Showcase how research findings were documented and communicated, including reports, presentations, and user journey maps.

• Illustrate processes used for analyzing qualitative data (e.g., thematic analysis, affinity mapping) and quantitative data (e.g., survey analysis, statistical interpretation).

• Demonstrate how user needs registers or similar documentation were developed and maintained based on research evidence.

📝 Enhancement Note: For a Senior User Researcher role, a portfolio is crucial. It should not only display research skills but also the ability to drive impact and influence within complex organizational structures. The emphasis on GSS/GDS frameworks and multi-partner collaboration suggests that portfolio pieces demonstrating experience in such environments will be highly advantageous.

💵 Compensation & Benefits

Salary Range: £45,000 - £50,000 per annum (dependent on experience - DOE).

Benefits:

• Flexible working considered, offering a degree of autonomy in managing work schedule.

• Pension scheme with a 6% contribution.

• Employee Assistance Programme (EAP) providing confidential support for personal and professional matters.

• Simply Health Cash Plans for health and wellbeing expenses.

• A wide range of Serco discounts, including cinema tickets, Merlin Entertainment attractions, online shopping vouchers, and mobile phone plans.

• Membership discounts for leisure centres.

• Extensive career development and training opportunities, including role-specific training, leadership coaching, and formal study support.

• Opportunity to contribute to innovation in public services.

• A company passionate about diversity and inclusion.

• A safe and supportive culture.

Working Hours: Full-time role, with the potential for flexible working arrangements to be discussed. A standard full-time week is typically 40 hours.

📝 Enhancement Note: The salary range is provided and appears competitive for a Senior User Researcher in the Bristol area, aligning with mid-senior level positions in the UK public sector or government contracting. The benefits package is comprehensive, emphasizing work-life balance, health, and professional development, which are attractive to experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector Services, Defence, Transport, Justice, Immigration, Healthcare, Leisure, and Citizen Services. Serco Plc is a global company that delivers essential public services.

Company Size: Global team of 50,000 people. This indicates a large, established organization with significant resources and a wide reach, offering stability and diverse career opportunities.

Founded: Serco was founded in 1929, providing a long history and deep experience in service delivery.

Team Structure:

• The role is part of the Armed Forces Recruitment Service (AFRS) program, which involves a complex multi-partner model.

• The Senior User Researcher will work closely with internal Serco teams, the MoD (client), systems integrators, marketing partners, platform providers, strategic partners, and recruiting partners.

• There is a direct reporting line or close collaboration with the Authority's Senior Lead User Researcher and the Government Service Standard (GSS) coherence team.

• The user researcher will likely be part of a broader program team, potentially including project managers, service designers, business analysts, and subject matter experts. Methodology:

• A strong emphasis on user-centered design and evidence-based decision-making, aligned with Government Digital Service (GDS) and Government Service Standard (GSS) principles.

• Data-driven approach to research and analysis, utilizing both qualitative and quantitative methods.

• Collaborative approach to problem-solving and service improvement, working across multiple partner organizations.

• Focus on embedding research insights into operational delivery (BAU) and informing strategic program development, including GSS Beta assessments.

• Commitment to innovation and continuous improvement within essential public services.

Company Website: https://www.serco.com/

📝 Enhancement Note: Serco operates in a critical public service delivery sector, which often means a culture that values reliability, efficiency, and making a tangible impact. The multi-partner model suggests a need for strong collaboration and communication skills. The company's commitment to diversity and inclusion, and its status as a Disability Confident Leader, indicates an inclusive and supportive work environment.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior User Researcher position, typically falling into the mid-to-senior level of a UX or Service Design career path. It requires independent research leadership, strategic influence, and the ability to mentor or guide junior researchers if applicable. The focus is on driving significant research impact within a large-scale program.

Reporting Structure: The role involves close collaboration with the Authority's Senior Lead User Researcher and the GSS coherence team, as well as reporting within the Serco AFRS program structure. This suggests a matrixed reporting or strong cross-functional collaboration model, common in large government projects.

Operations Impact: The Senior User Researcher's work will directly influence the design and effectiveness of the Armed Forces Recruitment Service. By ensuring the service is user-centered and meets the needs of candidates and stakeholders, the role has a direct impact on recruitment success, service efficiency, and adherence to government standards. This role is critical for the success of the AFRS program and its transition through GSS assessments.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies or user groups within the defence and recruitment sectors.

• Leadership: Potential to lead research streams, mentor junior researchers, or move into a User Research Lead or Head of UX Research role within Serco or its partner organizations.

• Cross-functional Development: Gain experience in service design, program management, and stakeholder engagement within complex public sector projects.

• Government Digital Standards: Develop advanced expertise in GDS/GSS frameworks, which is highly transferable within the public sector.

• Client-side Experience: Opportunity to gain valuable experience working directly with a government client (MoD) and within a large managed service provider.

📝 Enhancement Note: The Senior User Researcher role offers significant growth potential, particularly for those interested in public sector digital transformation and service design. The opportunity to influence a critical government service and work within a complex stakeholder environment provides a strong foundation for career advancement in user research leadership and specialized government digital roles.

🌐 Work Environment

Office Type: The role is based in Abbey Wood, Bristol (Filton), with the expectation of UK travel. This suggests a hybrid work model where significant time will be spent at the company's office or client sites, with flexibility for remote work on other days.

Office Location(s): The primary location is Abbey Wood, Bristol (BS34 8JH). Travel to Career Centre locations and recruitment events across the UK is expected.

Workspace Context:

• A collaborative office environment where interaction with diverse project teams (Serco, MoD, Akkodis, TMP, Pega, PA Consulting, Adecco) is essential.

• Access to necessary research tools and technology, including potential statistical analysis software and AI support for research.

• Opportunities to engage directly with users in their environment (field-based research) and at recruitment hubs.

• A supportive culture focused on delivering essential public services, with an emphasis on diversity and inclusion.

Work Schedule: The role is full-time, with the possibility of flexible working arrangements. This flexibility is valuable for balancing on-site collaboration, field research, and personal commitments, particularly important for roles that require travel and extensive user engagement.

📝 Enhancement Note: The hybrid nature of the role, combined with expected travel, indicates a dynamic work environment. Candidates should be comfortable with a mix of office-based collaboration, client-site visits, and potentially remote work. The emphasis on field research means the "workspace" extends beyond the office to user locations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and application, likely with a focus on your user research experience and alignment with the role's core requirements.

• First Interview: Typically with a hiring manager or senior member of the user research or program team. This will likely cover your experience in user research methodologies, data analysis, stakeholder management, and your understanding of government digital standards. Expect behavioral questions.

• Portfolio Presentation/Case Study: A key stage will involve presenting examples from your portfolio, demonstrating your approach to research, analysis, and how you've driven impact. Be prepared to discuss specific projects in detail, including challenges and outcomes.

• Second Interview/Assessment: May involve a practical exercise, a more in-depth discussion with a wider panel (including potential client representatives), or a presentation on a hypothetical research scenario. This assesses your problem-solving skills, strategic thinking, and fit with the team and company culture.

• Final Offer: Following successful interviews and assessments.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your Senior User Researcher capabilities, particularly those involving complex stakeholder environments, public sector work, or GSS/GDS frameworks.

• Focus on Impact: For each project, clearly articulate the problem, your role, the research methods used, the key insights derived, and most importantly, the impact and outcomes of your research (e.g., service improvements, cost savings, user satisfaction increases). Quantify impact where possible.

• Demonstrate Process: Walk through your research process, from defining objectives and designing methodologies to data collection, analysis, and reporting. Highlight your analytical skills and ability to translate raw data into actionable recommendations.

• Showcase Collaboration: Provide examples of how you managed stakeholders, communicated findings, and influenced decision-making within multi-partner or complex organizational settings.

• Tailor to Serco: Where possible, subtly align your portfolio examples with the context of Serco's work, the AFRS program, and government service delivery challenges.

Challenge Preparation:

• Government Digital Standards: Familiarize yourself with GDS principles and the GSS framework. Be prepared to discuss how you would apply these in your research.

• Stakeholder Management: Prepare examples of how you've navigated complex stakeholder landscapes and influenced decisions without direct authority.

• Data Analysis: Be ready to discuss your approach to analyzing both qualitative and quantitative data, and how you use tools like SPSS or AI for research support.

• Problem-Solving: Anticipate scenarios related to user recruitment challenges, service design for government programs, or working within a multi-partner model.

📝 Enhancement Note: The interview process for a senior role in a government-contracting environment often involves rigorous assessment of both technical skills and strategic thinking. A strong portfolio that clearly demonstrates impact and collaborative ability within complex stakeholder structures is paramount. Familiarity with government digital standards (GDS/GSS) is a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Tools: Proficiency with standard user research platforms and techniques for surveys (e.g., SurveyMonkey, Qualtrics), interviews (e.g., Zoom, Teams), and potentially usability testing platforms.

• Data Analysis Tools: Experience with qualitative analysis methods and software (e.g., Dovetail, NVivo) and quantitative analysis tools like SPSS or equivalent statistical packages. Comfort with AI tools to augment research and analysis is also mentioned.

• Collaboration Tools: Familiarity with project management and collaboration software (e.g., Jira, Confluence, Miro, Trello) used in agile and multi-partner environments.

Analytics & Reporting:

• Ability to analyze feedback data from various sources, including cNPS scores and continuous feedback loops.

• Skills in generating reports and presentations that clearly communicate research findings, user needs, and actionable recommendations to diverse audiences.

• Experience in creating evidence bases for assessments (e.g., GSS Beta). CRM & Automation:

• While not explicitly a CRM role, understanding how user research feeds into customer journeys and service design is key. Familiarity with Pega, mentioned as the core platform provider, could be beneficial.

• Experience with automation tools or principles to streamline research processes or data analysis could be advantageous.

📝 Enhancement Note: The tech stack emphasizes analytical tools, particularly for qualitative and quantitative data, and a willingness to leverage AI. The mention of SPSS and the need to support GSS assessments indicates a structured, evidence-based approach. Familiarity with tools used in government digital projects, like those for collaboration and workflow management, is expected.

👥 Team Culture & Values

Operations Values:

• Trust: Essential for building rapport with users and stakeholders, and for handling sensitive data. Serco emphasizes this in its core values.

• Care: Demonstrating empathy for users and colleagues, crucial for understanding user needs and fostering a supportive team environment.

• Innovation: Applying creative research methods and translating insights into novel solutions for public service delivery.

• Pride: Taking ownership of research quality and impact, and contributing to the successful delivery of vital public services.

• User-Centricity: A fundamental principle, ensuring that user needs are at the forefront of all research and design decisions.

• Collaboration: Working effectively across a complex multi-partner model, valuing diverse perspectives and shared goals.

• Evidence-Based Decision Making: Relying on robust research data to inform strategy and operational improvements.

Collaboration Style:

• Highly collaborative, working within a multi-partner environment involving government clients, system integrators, marketing agencies, and other service providers.

• Proactive communication and engagement with stakeholders at all levels, from front-line recruiters to senior client representatives and GSS coherence teams.

• Openness to feedback and iterative improvement, both in research processes and service design.

• A team-oriented approach that prioritizes shared project success and user impact.

📝 Enhancement Note: Serco's core values (Trust, Care, Innovation, Pride) are likely to permeate the team culture. The emphasis on collaboration within a multi-partner, public-sector context suggests a need for strong interpersonal skills, diplomacy, and a shared commitment to delivering essential services that benefit the community.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Stakeholder Landscape: Effectively managing relationships and aligning research agendas across multiple partner organizations with potentially differing priorities.

• Data Synthesis at Scale: Analyzing and synthesizing large volumes of qualitative and quantitative data from diverse sources to derive clear, actionable insights.

• Driving Impact in a Regulated Environment: Translating research findings into tangible service improvements and influencing decisions within a government framework (GSS/GDS).

• Pace and Independence: Delivering high-quality research independently and at pace, as expected from a senior role, while also collaborating effectively.

• Field Research Logistics: Planning and executing field-based research at various Career Centre locations and recruitment events across the UK.

Learning & Development Opportunities:

• Advanced Research Techniques: Opportunities to refine expertise in specialized user research methods or apply them in new contexts.

• Government Digital Service Expertise: Deepen knowledge and practical application of GDS/GSS frameworks, enhancing your profile in the public sector.

• Cross-functional Exposure: Gain insights into different aspects of public service delivery, system integration, and managed service operations.

• Leadership and Mentorship: Potential to lead research initiatives, mentor junior team members, and develop leadership skills within a large organization.

• Industry Engagement: Involvement in government digital service forums or GSS coherence teams provides exposure to broader trends and best practices.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, complex projects, particularly within the public sector. They offer significant opportunities for professional development, especially in stakeholder management, large-scale data analysis, and navigating government service standards.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex user research project from start to finish. What were the key challenges, and how did you overcome them?" (Focus on leadership, problem-solving, and impact).

• "How would you approach user research for a recruitment service aimed at attracting candidates to the Armed Forces, considering the diverse user groups involved?" (Assess your understanding of the domain and research design).

• "Imagine you need to gain buy-in for a research-driven change from multiple stakeholders with conflicting priorities. How would you manage this?" (Evaluate stakeholder management and influencing skills).

• "How do you ensure your research findings are actionable and translate into real improvements in service delivery or product design?" (Focus on insight generation and impact).

• "What is your experience with Government Digital Standards (GDS/GSS), and how would you apply them in this role?" (Assess specific domain knowledge). Company & Culture Questions:

• "What do you know about Serco and our work in public services?" (Demonstrate research into the company).

• "How do you align with Serco's values of Trust, Care, Innovation, and Pride?" (Provide specific examples).

• "Describe your experience working in a multi-partner or complex organizational environment." (Highlight collaboration and adaptability).

• "How do you contribute to a diverse and inclusive team environment?" (Align with Serco's commitment). Portfolio Presentation Strategy:

• Structure for Impact: For each project, clearly outline the user problem, your research objectives, the methods employed, key findings, actionable recommendations, and the ultimate impact or outcome. Use a STAR (Situation, Task, Action, Result) or similar framework.

• Data Visualization: Present your analysis effectively, using charts, graphs, and thematic summaries to make complex data understandable. Show how you interpreted the data.

• Stakeholder Engagement: Be ready to discuss how you communicated your findings and influenced decisions, providing examples of reports or presentations tailored to different audiences.

• GSS/GDS Context: If applicable, highlight how your projects adhered to or were influenced by government digital service standards.

• Conciseness and Clarity: Practice presenting your work concisely, focusing on the most impactful aspects and being prepared to answer detailed questions about your process and rationale.

📝 Enhancement Note: The interview questions will likely probe your ability to lead research, manage complex relationships, and drive tangible outcomes within a government service context. A strong portfolio presentation that clearly articulates impact and demonstrates a deep understanding of user research methodologies is critical.

📌 Application Steps

To apply for this Senior User Researcher position:

• Submit your application through the provided link on the Serco careers portal.

• Tailor Your CV: Ensure your CV highlights your experience in user research methodologies, data analysis, stakeholder management, and any experience within public sector or government digital projects. Quantify achievements where possible.

• Prepare Your Portfolio: Curate 2-3 strong case studies demonstrating your ability to lead research, generate actionable insights, and drive impact. Focus on projects relevant to service design and complex stakeholder environments.

• Research Serco & AFRS: Understand Serco's mission, values, and their role in delivering essential public services. Familiarize yourself with the Armed Forces Recruitment Service program and the context of government digital standards (GSS/GDS).

• Practice Your Presentation: Rehearse your portfolio presentation, focusing on clearly articulating your process, findings, and impact for each case study. Be ready to discuss your approach to GSS/GDS and multi-partner collaboration.

• Prepare for Behavioral Questions: Anticipate questions about your leadership style, problem-solving approach, and how you handle challenges in complex environments.

⚠️ 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.

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