Senior user researcher

📍 Job Overview

Job Title: Senior User Researcher

Company: Skipton Building Society

Location: Skipton, England, United Kingdom

Job Type: FULL_TIME

Category: User Experience & Research Operations

Date Posted: 2026-04-17

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Spearhead the development and evolution of a comprehensive user research strategy, ensuring robust alignment with overarching corporate objectives, stringent regulatory frameworks, and dynamic product roadmaps.

• Champion user-centric methodologies and research practices across all organizational levels, effectively influencing senior leadership and ensuring deep member insights are integrated into critical product and service evolution decisions.

• Lead the refinement of research practices by adopting innovative, ethical, and compliant methodologies specifically tailored for the financial services sector.

• Execute end-to-end mixed-method research initiatives to meticulously uncover member needs, motivations, pain points, and behavioral patterns, thereby informing strategic GTM and product development.

📝 Enhancement Note: This role is firmly positioned within the User Experience and Research Operations domain, with a strong emphasis on strategic impact and cross-functional influence, particularly within a regulated financial services environment. The "Senior" title indicates a leadership expectation in shaping research capabilities and influencing strategic decisions.

📈 Primary Responsibilities

• Develop, own, and continuously evolve the user research strategy, ensuring seamless integration with corporate priorities, regulatory compliance, and product lifecycle roadmaps.

• Champion user research at all organizational tiers, influencing senior stakeholders and ensuring profound member insights are foundational to product and service decision-making.

• Lead the advancement of research practices, implementing innovative, ethical, and compliant methodologies suitable for the financial services industry.

• Plan, design, and conduct comprehensive mixed-method research (including usability testing, interviews, surveys, diary studies, card sorting, and tree testing) to understand member needs, motivations, pain points, and behaviors.

• Collaborate proactively with product, design, data, compliance, and technology teams to clearly define research questions and select the most appropriate methodologies.

• Synthesize and translate complex research findings into clear, actionable insights that directly inform product development and strategic business decisions.

• Communicate insights effectively through engaging, evidence-driven formats, constructively challenging assumptions and design decisions to drive user-centricity.

• Produce high-quality research deliverables, including research briefs, test plans, detailed insight reports, and comprehensive personas.

• Integrate seamlessly within Agile delivery teams, ensuring research is prioritized, executed, and utilized to balance user needs, compliance mandates, and overall business objectives.

• Design and facilitate impactful workshops, covering the entire spectrum from discovery framing to ideation and concept testing.

📝 Enhancement Note: The responsibilities clearly highlight a strategic and leadership-oriented role, moving beyond execution to include strategy development, capability building, and significant stakeholder influence, which is typical for a Senior User Researcher in a complex organization like a building society.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field is typically expected for a Senior User Researcher role. Equivalent practical experience will also be considered.

Experience: Significant practical experience, estimated at 5-10 years, in designing and leading mixed-method user research within complex, regulated environments. Demonstrated track record of influencing product strategy and advocating for user-centered design principles.

Required Skills:

• Deep expertise in designing and leading mixed-method research, encompassing usability testing, in-depth interviews, surveys, diary studies, card sorting, and tree testing.

• Exceptional communication and storytelling capabilities, with a proven ability to translate quantitative and qualitative insights into compelling narratives for senior stakeholders.

• Demonstrated experience in advocating for user-centered design and influencing decision-making within complex or regulated environments, such as financial services.

• Highly collaborative and influential, with a strong ability to build trusted relationships across product, design, data, engineering, risk, and compliance teams.

• Proven experience in supporting, training, and upskilling colleagues across broader experience functions and business teams, fostering user-centered and design-thinking principles.

• Strong understanding of UX and service design principles, accessibility standards (including WCAG), and inclusive design practices.

• Experience working within Agile and hybrid delivery models, supporting continuous discovery and iterative design processes.

• End-to-end research expertise with a documented history of shaping product strategy, identifying opportunities, and validating solutions.

Preferred Skills:

• Experience specifically within the financial services or building society sector.

• Advanced facilitation skills for complex workshops, including strategic framing and problem-solving sessions.

• Familiarity with quantitative analysis techniques and statistical interpretation to complement qualitative findings.

• Experience in mentoring junior researchers or contributing to the growth of a research practice.

📝 Enhancement Note: The emphasis on mixed-method research, stakeholder influence in regulated environments, and specific tool proficiency (UserTesting, Hotjar, Miro, Figma) are critical for this senior-level role. The preference for financial services experience directly addresses the company's industry.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing impactful user research projects, clearly articulating the problem, research methodologies employed, key findings, and the resulting business or product impact.

• Include examples of how research insights directly influenced product strategy, design decisions, and led to measurable improvements in user experience or business outcomes.

• Showcase experience in synthesizing complex data into clear, actionable recommendations, supported by evidence and compelling narratives.

Process Documentation:

• Provide evidence of developing and refining research processes, including research plans, participant recruitment strategies, and data analysis frameworks.

• Illustrate how research findings were documented and communicated to diverse stakeholders, ensuring clarity and actionable takeaways.

• Showcase experience in establishing and maintaining research repositories or knowledge bases to support ongoing organizational learning.

📝 Enhancement Note: A strong portfolio is crucial for this role, demonstrating not just research execution but strategic application and impact. The emphasis should be on how research drives tangible business value and informs strategic decisions within a regulated context.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior User Researchers in the UK (especially in the North West England region), with 5-10 years of experience, a salary range of £50,000 - £70,000 per annum is estimated. This range accounts for the seniority, specialized skills, and the regulated financial services industry.

Benefits:

• Annual discretionary bonus scheme, reflecting company performance and individual contribution.

• Generous annual leave: 25 days standard, increasing by 1 day per year of service up to 30 days, plus bank holidays.

• Holiday trading scheme for increased flexibility.

• Competitive pension scheme: Matching employer contribution up to 10% per annum.

• Colleague mortgage facility (subject to conditions).

• Salary sacrifice scheme for hybrid and electric cars, promoting sustainable commuting.

• Commitment to ongoing training and professional development opportunities.

• Comprehensive private medical insurance for all colleagues.

• 3 paid volunteering days per year, encouraging community engagement.

• Access to inclusive colleague networks (e.g., Carers, Pride Alliance) fostering a supportive environment.

• Robust health and wellbeing support, including a cycle-to-work scheme and discounted gym membership.

Working Hours: 35 hours per week, with a hybrid work arrangement.

📝 Enhancement Note: The estimated salary range is based on research from reputable UK salary aggregators for similar roles and experience levels. The benefits package is extensive and reflects a strong commitment to employee well-being and professional growth, typical of established financial institutions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (specifically, a Building Society). This industry is characterized by a strong emphasis on trust, security, regulatory compliance, and member/customer focus. Operations within this sector often involve intricate processes and a need for meticulous data handling and risk management.

Company Size: One of the UK's largest building societies, indicating a substantial organization with established processes, a significant customer base, and likely a complex internal structure. This size suggests opportunities for broad impact but also potential for navigating established hierarchies and processes.

Founded: Skipton Building Society was founded in 1853. This long history signifies stability, a deep-rooted understanding of its member base, and a culture that likely values tradition alongside innovation.

Team Structure: The candidate will join the Journey Experience team, which comprises:

• 2 Service Design Leads

• 4 Senior Service Design Specialists

• 3 Senior Researchers (including this role)

• 6 Senior UX Design Specialists

This structure indicates a dedicated focus on understanding and improving member journeys through a multidisciplinary approach involving design and research expertise. The team's purpose is to design simple, seamless journeys that deliver value to both the business and customers.

Methodology:

• Data-Driven Insights: The team's primary goal is to shape and drive exceptional member experiences, heavily relying on understanding member needs through research and data analysis.

• User-Centric Design: The core function of the Journey Experience team is to design member-centric solutions, emphasizing simplicity, seamlessness, and value delivery.

• Cross-Functional Collaboration: The role requires close collaboration with product, design, data, compliance, and technology teams, underscoring a collaborative and integrated approach to product development and service design.

Company Website: https://www.skipton.co.uk/

📝 Enhancement Note: The company's mutual structure (member-owned) implies a strong focus on member satisfaction and long-term value, which directly translates to the importance of user research. The team's composition highlights a mature approach to UX and Service Design.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior User Researcher position, indicating a role with significant autonomy, strategic input, and a responsibility to influence beyond immediate project teams. It demands a high level of expertise in research methodologies, data synthesis, and stakeholder management. The role is expected to contribute to shaping research capabilities and strategy across the organization.

Reporting Structure: While not explicitly detailed, Senior Researchers typically report to a Head of UX, Head of Research, or a Design Lead within a larger Experience or Product department. The role involves working closely within Agile delivery teams, implying regular interaction with Product Managers, Designers, Developers, and potentially Data Analysts.

Operations Impact: The Senior User Researcher will have a direct impact on the company's ability to understand and meet member needs, which is critical for customer retention, acquisition, and overall business success in the competitive financial services market. Insights generated will shape product roadmaps, service design, and strategic investments, directly influencing member satisfaction and the company's digital transformation efforts.

Growth Opportunities:

• Leadership in Research Practice: Potential to evolve into a lead researcher role, managing a team of researchers, or taking on greater strategic ownership of the research function.

• Specialization: Opportunity to deepen expertise in specific research areas relevant to financial services, such as behavioral economics, complex user journey mapping, or ethical AI research.

• Cross-Functional Leadership: Potential to move into broader UX or Service Design leadership roles, leveraging a deep understanding of user needs to drive strategic initiatives across multiple departments.

• Mentorship: Ability to mentor and upskill junior researchers and other team members, contributing to the overall growth of user-centric practices within Skipton.

📝 Enhancement Note: The "Senior" designation implies a pathway for further leadership and strategic influence within Skipton's growing Journey Experience team. The role offers substantial opportunity to shape research practices and contribute directly to business strategy in a stable, member-focused organization.

🌐 Work Environment

Office Type: The company offers a hybrid working model, utilizing a newly refurbished head office in Skipton. This suggests a modern, well-equipped workspace designed to foster collaboration and productivity.

Office Location(s): The primary office location is Skipton, England, The Bailey. This is the company's head office, likely offering comprehensive facilities and a central hub for employees. The hybrid arrangement means this role will involve regular days in the office and some days working remotely.

Workspace Context:

• Collaborative Environment: The refurbished office is described as "vibrant and collaborative," indicating spaces designed for teamwork, brainstorming, and informal interactions. This is beneficial for user researchers who often need to work closely with designers, product managers, and other stakeholders.

• Tools & Technology: While specific office tech isn't detailed, the job description mentions tools like UserTesting, Hotjar, Miro, and Figma, suggesting that the company invests in the necessary technology stack to support modern UX and research practices.

• Team Interaction: The hybrid model and team structure facilitate regular interaction with the Journey Experience team members, fostering knowledge sharing and collaborative problem-solving, crucial for research synthesis and insight dissemination.

Work Schedule: 35 hours per week, with a hybrid work arrangement. This provides a degree of flexibility in structuring the work week, allowing for focused remote work and collaborative in-office days.

📝 Enhancement Note: The hybrid model and refurbished office suggest a contemporary work environment that balances flexibility with the benefits of in-person collaboration, which is often preferred for complex research discussions and team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess suitability for the Senior User Researcher role, focusing on experience in mixed-method research and stakeholder influence.

• First Interview: Likely with the hiring manager (e.g., Head of Research or Service Design Lead) and potentially another senior team member. Expect questions about your research experience, methodologies, approach to complex problems, and how you champion user needs.

• Portfolio Presentation/Case Study: A key stage will involve presenting a detailed case study from your portfolio. This will showcase your research process, ability to synthesize insights, communicate findings effectively, and demonstrate the impact of your work on product strategy and business outcomes. Be prepared to discuss challenges, your role, and how you navigated them.

• Stakeholder/Team Interview: You may meet with other key stakeholders from product, design, or data teams to assess your collaborative skills and ability to influence cross-functionally.

• Final Interview: Potentially with a more senior leader (e.g., Head of Product or CX) to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Focus on Impact: Select 2-3 projects that best demonstrate your ability to drive significant impact. Quantify results wherever possible (e.g., "improved conversion by X%", "reduced support queries by Y%").

• Showcase Process: Clearly outline your research process for each project – problem definition, methodology selection, execution, synthesis, and recommendations. Explain why you chose certain methods.

• Highlight Influence: Detail how your insights influenced stakeholders and led to concrete changes in product or strategy. Emphasize your role in advocating for the user.

• Tailor to Skipton: Research Skipton Building Society's current initiatives, user base, and any known challenges or opportunities in their digital offerings. Frame your examples to show how your skills align with their needs.

• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Use clear headings, concise descriptions, and relevant visuals.

Challenge Preparation:

• Scenario-Based Questions: Be ready for hypothetical scenarios related to conducting research in a regulated environment, dealing with conflicting stakeholder opinions, or prioritizing research efforts with limited resources.

• Methodology Deep Dive: Prepare to discuss the pros and cons of various research methods and when you would apply them, especially in the context of financial services.

• Ethical Considerations: Understand and be prepared to discuss ethical research practices, particularly relevant in financial services and when dealing with sensitive user data.

📝 Enhancement Note: The interview process will heavily scrutinize not just research skills but also strategic thinking, communication effectiveness, and the ability to navigate a regulated industry. A well-prepared portfolio presentation is critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• User Testing Platforms: UserTesting.com, Lookback, Maze – for remote usability testing and moderated/unmoderated research sessions.

• Qualitative Data Analysis & Synthesis: Miro, Mural, Dovetail, Condens – for collaborative whiteboarding, affinity mapping, thematic analysis, and organizing research findings.

• Quantitative Data Analysis & Survey Tools: SurveyMonkey, Typeform, Qualtrics, Google Forms, potentially basic Excel/Google Sheets analysis – for survey design, distribution, and data collection.

• Prototyping & Design Tools (for review/interaction): Figma, Sketch, Adobe XD – understanding how to interpret and provide feedback on designs created in these tools is essential.

Analytics & Reporting:

• Web Analytics: Hotjar (heatmaps, session recordings), Google Analytics – for understanding user behavior on digital platforms and identifying areas for further research.

• Reporting & Visualization: PowerPoint, Google Slides, potentially Tableau or Power BI (for viewing dashboards) – for creating compelling insight reports and presentations.

CRM & Automation: While not directly managed by user researchers, understanding the company's CRM (likely Salesforce or a similar enterprise solution) and marketing automation platforms can provide context for user journeys and data. Familiarity with how user data is managed is beneficial.

📝 Enhancement Note: Proficiency with a range of research tools is expected, with specific mention of UserTesting, Hotjar, Miro, and Figma. The ability to interpret data from analytics platforms and effectively communicate findings through presentations is also key.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A core value, likely deeply embedded, emphasizing that all decisions and actions should prioritize the needs and well-being of the members. This translates to rigorous user research to truly understand member needs.

• Integrity & Trust: Essential in financial services. Operations, including research, must be conducted ethically, transparently, and with a strong commitment to compliance and data privacy.

• Collaboration: The structure of the Journey Experience team and the hybrid work model suggest a culture that values teamwork, knowledge sharing, and collective problem-solving.

• Efficiency & Improvement: As a building society aiming to deliver value, there's likely a drive towards streamlining processes and improving member journeys, making efficiency and continuous improvement key operational values.

• Professional Development: The stated commitment to training and development indicates a value placed on employee growth and skill enhancement.

Collaboration Style:

• Cross-Functional Integration: The Senior User Researcher will be expected to work closely with diverse teams (Product, Design, Data, Compliance, Tech), requiring strong communication and relationship-building skills to ensure research insights are understood and acted upon.

• Evidence-Based Decision Making: The culture likely supports a data-driven approach where research findings are used to inform and validate decisions, fostering constructive debate based on evidence rather than opinion.

• Continuous Feedback: A culture that encourages open feedback loops between researchers, designers, product managers, and other stakeholders will enhance the iterative design and development process.

📝 Enhancement Note: The company's mutual status and long history suggest a culture rooted in member focus, trust, and stability, likely balanced with a modern approach to digital experience through the Journey Experience team.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Regulated Environment: The financial services industry has stringent regulations. Ensuring research methodologies are compliant and insights are presented in a way that respects these constraints can be a challenge.

• Balancing Member Needs with Business/Compliance Goals: Effectively advocating for user needs while also considering business objectives, technical feasibility, and regulatory requirements requires strong negotiation and influencing skills.

• Driving Organizational Change: Shifting established mindsets and embedding user-centricity deeply across a large, potentially traditional organization can be an ongoing challenge.

• Integrating Research in Agile: Ensuring research is a continuous, integrated part of fast-paced Agile development cycles, rather than an add-on, requires proactive planning and communication.

Learning & Development Opportunities:

• Deepen Domain Expertise: Gain in-depth knowledge of financial services products, member needs, and regulatory landscapes, becoming a subject matter expert.

• Strategic Research Leadership: Develop skills in setting research strategy, building research capabilities, and mentoring other researchers.

• Advanced Methodologies: Explore and implement more advanced research techniques relevant to complex financial products or behavioral economics.

• Cross-Functional Influence: Hone skills in influencing senior leadership and driving strategic initiatives across departments.

• Industry Conferences/Training: Opportunities to attend relevant conferences (e.g., UXPA, CHI, industry-specific events) and pursue certifications for continuous learning.

📝 Enhancement Note: The challenges presented are typical for senior roles in regulated industries, offering significant opportunities for skill development and strategic impact.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you developed a user research strategy. How did you align it with business goals and regulatory requirements?" (Focus on strategic planning, stakeholder alignment, and compliance awareness).

• "How do you influence senior stakeholders who may be resistant to user feedback or have strong pre-conceived ideas?" (Prepare examples of advocacy, data-driven persuasion, and building trust).

Company & Culture Questions:

• "Why are you interested in working for a building society like Skipton, and what do you understand about our member-centric approach?" (Research Skipton's mission, values, and mutual status. Connect this to your passion for user advocacy).

• "How would you approach integrating user research into our existing Agile delivery teams, considering potential constraints?" (Discuss your experience with continuous discovery and collaborative workflows).

Portfolio Presentation Strategy:

• Tell a Story: Structure your case study presentation as a narrative, guiding the interviewer through the problem, your approach, findings, and the tangible outcomes.

• Show, Don't Just Tell: Use visuals – research stimuli, key quotes, personas, journey maps, data visualizations – to illustrate your points and make findings memorable.

• Quantify Impact: Whenever possible, use numbers to demonstrate the success of your research (e.g., "insights led to a 15% increase in task completion," "identified a critical issue affecting 30% of users").

• Be Prepared for Deep Dives: Anticipate questions about specific methodological choices, data synthesis techniques, and how you handled any ethical considerations or unexpected findings.

• Connect to Skipton: Conclude by explaining how your experience and approach would benefit Skipton Building Society, referencing their specific context where possible.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, robust methodological knowledge, exceptional communication skills, and a proven ability to drive impact within a regulated environment. Your portfolio is your primary tool for showcasing this.

📌 Application Steps

To apply for this Senior User Researcher position:

• Submit your application through the provided link on the Skipton Building Society careers portal.

• Curate Your Portfolio: Select 2-3 of your most impactful user research projects. Ensure they clearly demonstrate your expertise in mixed-method research, your ability to influence stakeholders, and the tangible business outcomes achieved. Tailor the project descriptions to highlight relevance to financial services and member-centricity.

• Optimize Your Resume: Highlight keywords from the job description such as "user research," "mixed-method research," "stakeholder influence," "Agile," "WCAG," and specific tools (UserTesting, Miro, Figma). Quantify achievements and leadership responsibilities.

• Practice Your Presentation: Rehearse your portfolio case study presentation, focusing on clear storytelling, concise explanations of methodologies, and impactful articulation of insights and their business impact. Be ready to answer detailed questions about your process and decisions.

• Research Skipton: Thoroughly understand Skipton Building Society's mission, values, recent news, and their focus on member experience. Prepare to articulate why you are drawn to their mutual structure and how your user research skills can contribute to their specific goals.

⚠️ 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.