Senior User Researcher

📍 Job Overview

Job Title: Senior User Researcher

Company: TfL, GLA or OPDC (Greater London Authority)

Location: Union Street, London (Hybrid)

Job Type: Fixed-term, Full-time (1 Year Contract)

Category: User Experience / Research

Date Posted: June 03, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid (up to 3 days remote)

🚀 Role Summary

• Lead the end-to-end planning, design, and execution of user research initiatives to inform the development and improvement of digital and data services within the Greater London Authority (GLA).

• Drive a user-centred design approach for a critical new government-backed pilot establishing strategic licensing powers for the Mayor of London, impacting hospitality, cultural, and nighttime economies.

• Translate complex user needs and insights into actionable recommendations for product, design, and policy teams, ensuring services are inclusive, accessible, and meet the needs of Londoners.

• Champion user research best practices across the programme, potentially mentoring junior researchers and embedding user-centred design principles within a fast-paced, agile environment.

📝 Enhancement Note: While this role is in User Research, the context of "Strategic Licensing policy," "economic and cultural vibrancy," and "night-time economy" suggests a strong connection to the operational and policy implementation aspects of government services. Therefore, understanding the business drivers and operational impact of research findings will be crucial. The role requires a blend of deep research expertise and the ability to influence policy and operational decisions.

📈 Primary Responsibilities

• Design and conduct a diverse range of user research activities, including interviews, usability testing, surveys, and observational studies, to understand user behaviours, needs, and pain points related to strategic licensing services.

• Analyze qualitative and quantitative data to identify key insights, patterns, and trends, translating them into clear, compelling, and actionable recommendations for service improvement and policy development.

• Collaborate closely with cross-functional teams, including product managers, designers, policy advisors, and developers, to ensure user needs are understood and integrated throughout the product development lifecycle.

• Present research findings and strategic recommendations to senior stakeholders across government, industry, and community groups, influencing decision-making and prioritizing product development efforts.

• Lead the development and implementation of user research plans, managing multiple projects simultaneously in a complex and fast-paced environment, with a focus on driving maximum impact.

• Establish and promote user-centred design standards and best practices across the programme, fostering a culture of continuous improvement and evidence-based decision-making.

• Champion inclusive and accessible design principles, ensuring that digital services are usable by all Londoners, regardless of ability or background.

• Utilize data and user feedback to test, measure, and iteratively improve products and services, contributing to a robust evidence base for future policy and service design.

• Support and quality assure the research work of other team members, contributing to the growth of user research capability within the GLA.

📝 Enhancement Note: The responsibilities highlight a significant operational focus, particularly in "design and implement new licensing powers," "shaping services around user needs," and "turning research into clear, compelling insight that helps teams improve services and user experiences." This indicates that the role requires an understanding of how research directly impacts the operational delivery and effectiveness of public services.

🎓 Skills & Qualifications

Education:

• A degree in a relevant field such as Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, or a related discipline is typically expected for senior roles, though equivalent practical experience will be considered. Experience:

• Proven deep experience in user research, user-centred design, and service design, with a track record of applying diverse research methods to elicit insights and translate them into practical recommendations.

• Significant experience working as a user researcher within multidisciplinary teams on products and platforms from inception to launch, ideally within an agile delivery environment.

• Demonstrated experience in product thinking and leading a user research function that effectively integrates with the product development lifecycle.

• Experience working with modern technology platforms, including cloud technology, agile delivery methods, and software development practices.

• Proven ability to build and execute a backlog of research work, translating user needs into actionable insights for product teams. Required Skills:

• User Research Expertise: Deep proficiency in a wide range of qualitative and quantitative research methodologies (e.g., interviews, usability testing, contextual inquiry, surveys, diary studies).

• User-Centred Design & Service Design: Strong understanding and practical application of user-centred and service design principles.

• Agile Methodology: Experience working within agile development frameworks (Scrum, Kanban) and adapting research to iterative development cycles.

• Data Analysis & Synthesis: Ability to analyze, synthesize, and distill complex data into clear, actionable insights and compelling narratives.

• Research Communication: Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively to diverse, non-expert audiences, including senior stakeholders.

• Digital Inclusion & Accessibility: Deep understanding of digital inclusion principles and how to design and research accessible online services.

• Stakeholder Management: Proven ability to engage with and influence a wide range of stakeholders, including senior leaders, across different organizations.

Preferred Skills:

• Experience in public sector or government environments.

• Familiarity with user research within regulatory or policy implementation contexts.

• Experience setting research standards and training others.

• Proficiency with user research tools and platforms (e.g., Dovetail, UserTesting.com, Qualtrics).

• Experience with data visualization tools for reporting research findings.

📝 Enhancement Note: The "Skills, knowledge and experience" section is highly detailed. Emphasize the "proven deep experience" and "significant experience" aspects. The role requires not just conducting research but leading the function, translating insights into actionable product and policy decisions, and ensuring accessibility. This is a senior role requiring strategic application of research skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Impact: A portfolio showcasing detailed case studies of user research projects that demonstrably led to significant improvements in digital services, policy implementation, or user experience.

• Methodology Diversity: Examples demonstrating the application of a range of user research methodologies tailored to different project needs and stages of development.

• Insight Translation: Evidence of how research findings were translated into concrete recommendations, user stories, or actionable insights that directly influenced product design, policy decisions, or service delivery.

• Accessibility & Inclusion: Examples of research that specifically addressed digital inclusion and accessibility challenges, ensuring services are usable by diverse user groups.

• Stakeholder Engagement: Demonstrations of how research was communicated effectively to various stakeholders, including senior leaders, to drive buy-in and action.

Process Documentation:

• Research Planning & Design: Showcase examples of well-defined research plans, including clear objectives, participant recruitment strategies, and chosen methodologies.

• Data Analysis & Synthesis: Illustrate processes for analyzing qualitative and quantitative data, synthesizing findings, and identifying key insights.

• Recommendation & Reporting: Provide examples of how research insights were documented and presented in clear, concise reports or presentations that facilitate decision-making.

• Agile Integration: Demonstrate how user research was integrated into agile workflows, including participation in sprint planning, reviews, and retrospectives.

📝 Enhancement Note: While not explicitly stated as a "portfolio requirement," the job description details the need for "proven deep experience," "successful track record," and the ability to "demonstrate" skills. A strong portfolio is essential for a Senior User Researcher to showcase the impact and breadth of their work. The emphasis on translating insights into recommendations for policy and service design is critical.

💵 Compensation & Benefits

Salary Range: £58,217 per annum

Benefits:

• Annual Leave: 30 days of annual leave.

• Travel: Interest-free season ticket loan and interest-free bicycle loan.

• Pension: Career average pension scheme.

• Working Arrangement: Hybrid working with up to 3 days per week remote, balancing office and home-based work.

• Payment Frequency: Salary paid every four weeks for more frequent payments.

Working Hours: Full-time (standard working hours are assumed to be 40 hours per week, though flexibility may be available and should be confirmed).

📝 Enhancement Note: The salary is clearly stated. The benefits package is typical for public sector roles in the UK, with good leave, pension, and travel support. The hybrid working model is a key benefit.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (Greater London Authority)

Company Size: Large (GLA operates with a significant number of employees across various departments).

Founded: The Greater London Authority was established in 2000, with a focus on long-term planning and development for London.

Team Structure:

• Directorate: Good Growth Directorate, responsible for strategy implementation, regeneration, capital projects, and design.

• Unit: Culture, Creative Industries and 24-Hour London (CCI24) Unit.

• Reporting: This role is part of the CCI24 Unit, working within a broader programme focused on strategic licensing powers. The Senior User Researcher will work closely with product, design, and policy colleagues, and report to a manager within this unit.

• Collaboration: The role emphasizes cross-organisational collaboration across the GLA, with external government bodies, industry partners, and community groups.

Methodology:

• Agile Delivery: The team operates within an agile delivery function, requiring iterative development and research practices.

• User-Centred Design: A core methodology, with the Senior User Researcher expected to champion and embed these principles.

• Data-Driven Decision Making: Research findings are intended to inform decisions and priorities, highlighting a data-driven approach.

• Policy Implementation: The role is central to implementing new government-backed licensing powers, requiring a deep understanding of policy objectives and operational impact.

Company Website: https://www.london.gov.uk/

📝 Enhancement Note: The context of the "Good Growth" Directorate and the "Culture, Creative Industries and 24-Hour London" unit provides a clear picture of the team's mission. The focus on a "government-backed pilot" for "strategic licensing powers" indicates a high-profile, impactful project with significant policy and operational implications.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor / Specialist. This role is senior within the user research discipline, requiring leadership in research design, execution, and influencing stakeholders. It's not a management role but involves mentoring and setting standards.

Reporting Structure: The Senior User Researcher will report into a manager within the Culture, Creative Industries and 24-Hour London (CCI24) Unit. They will collaborate closely with product managers, designers, policy advisors, and potentially other researchers.

Operations Impact: The role has a direct impact on the successful implementation of new strategic licensing powers for London. By ensuring services are designed around user needs, the research will contribute to the vibrancy, safety, and economic growth of the city's hospitality, cultural, and nighttime economies. This involves influencing policy and operational frameworks that affect businesses and citizens.

Growth Opportunities:

• Specialization: Deepen expertise in user research for policy implementation and regulatory services within a unique government context.

• Leadership: Opportunity to mentor junior researchers, set research standards, and lead research initiatives for a high-profile pilot project.

• Cross-functional Exposure: Gain extensive experience working with policy, product, design, and legal teams within a large public sector organization.

• Strategic Influence: Influence the development of new government powers and regulatory frameworks that have a tangible impact on London.

• Skill Development: Further develop skills in stakeholder management, strategic thinking, and communicating complex insights to diverse audiences.

📝 Enhancement Note: The "Operations Impact" section is tailored to emphasize how user research directly influences policy and operational outcomes in the public sector context. The growth opportunities are framed around career progression within specialized research roles and gaining strategic influence.

🌐 Work Environment

Office Type: Hybrid working model, with a base at London Fire Brigade's Head Office (Union Street SE1 0LL). The GLA is committed to flexible working, allowing staff to work up to 3 days a week remotely.

Office Location(s):

• Primary office location: Union Street, London SE1 0LL.

• Hybrid arrangement allows for remote work in addition to office-based days. Workspace Context:

• Collaborative Environment: The role requires close collaboration with product, design, policy, and development teams, suggesting an open and communicative workspace.

• Tools & Technology: Access to standard office technology, potentially including user research labs or equipment, and digital collaboration tools.

• Team Interaction: Opportunities for regular interaction with colleagues within the CCI24 Unit and wider GLA, fostering knowledge sharing and a supportive work environment.

Work Schedule: Full-time, with a hybrid arrangement that offers flexibility. The specific office days may be determined by team needs and individual arrangements, but the expectation is to balance remote and in-office presence.

📝 Enhancement Note: The hybrid nature of the role and the specific office location are highlighted. The emphasis on collaboration is crucial for a user researcher working within a multi-disciplinary team in a public sector setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review focusing on CV and personal statement against essential criteria. The personal statement (max 1500 words) is critical for demonstrating how the candidate meets requirements.

• Shortlisting: Candidates meeting the essential criteria will be shortlisted.

• Interview/Assessment: Shortlisted candidates will be invited to an interview or assessment. This will likely involve:

  • Competency-Based Questions: Assessing skills and experience against the defined behavioural competencies (Communicating & Influencing, Stakeholder Focus, Problem Solving, Strategic Thinking, Responding to Pressure & Change, Planning & Organising, Decision Making).
  • Portfolio Review: A presentation and discussion of the candidate's portfolio, focusing on their research process, insights, impact, and how they translate findings into actionable recommendations.
  • Scenario-Based Questions: Hypothetical questions related to user research challenges within the context of policy and service design.
  • Team Fit: Assessment of how well the candidate would integrate with the existing team and contribute to the GLA's culture.

Portfolio Review Tips:

• Tailor to the Role: Select case studies that best demonstrate experience in user research for policy implementation, regulatory services, or complex government projects. Highlight work that shows impact on operational delivery.

• Structure for Clarity: Organize your portfolio logically, perhaps by project or by research competency. For each case study, clearly outline the problem, your role, methodology, key insights, recommendations, and the impact (quantifiable where possible).

• Show, Don't Just Tell: Use visuals (wireframes, personas, journey maps, research outputs) where appropriate, but ensure they support your narrative and don't distract.

• Focus on Process and Impact: Emphasize your research process, how you adapted methods, and crucially, how your research led to tangible outcomes or influenced decisions that improved services or policy effectiveness.

• Address Accessibility & Inclusion: Ensure at least one case study highlights your commitment to and experience with inclusive and accessible design.

• Prepare to Discuss: Be ready to articulate your thinking, defend your methodological choices, and explain how you navigated challenges and collaborated with stakeholders.

Challenge Preparation:

• Review Competencies: Thoroughly understand the GLA's competency framework and prepare specific examples from your experience that align with each Level 3 or Level 4 indicator mentioned.

• Understand the Project: Research the GLA's work on strategic licensing, the 24-Hour London agenda, and the broader "Good Growth" objectives. Understand the potential user groups (businesses, citizens, internal staff) and their needs.

• Practice Presentation: Rehearse presenting your portfolio and answering competency-based questions concisely and impactfully. Practice explaining complex research concepts to a non-expert audience.

• Prepare Questions: Have thoughtful questions ready to ask the interview panel about the team, the project's challenges, and the user research function's integration.

📝 Enhancement Note: This section provides detailed advice on preparing for the interview and portfolio review, emphasizing the unique aspects of this public sector role, such as competency frameworks and policy influence.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Methodologies: Proficient in a wide range of qualitative and quantitative methods. Specific tools might include:

  • Interviewing platforms (e.g., Zoom, Teams, Google Meet).
  • Usability testing tools (e.g., UserTesting.com, Lookback, Maze).
  • Survey tools (e.g., SurveyMonkey, Typeform, Qualtrics).
  • Note-taking and synthesis tools (e.g., Dovetail, Miro, Mural, Notion).

• Agile Development Tools: Familiarity with tools used in agile environments such as Jira, Confluence, Trello, or similar project management software.

• Collaboration Tools: Proficiency with tools like Microsoft Teams, Slack, Google Workspace, and digital whiteboarding platforms (Miro, Mural).

Analytics & Reporting:

• While not a primary data analyst role, familiarity with basic data analysis tools or methods for synthesizing mixed-methods research findings is beneficial. This could include spreadsheet software (Excel, Google Sheets) and qualitative data analysis software. CRM & Automation:

• This role is not directly involved in CRM or automation system management but will interact with digital products and services that may utilize these technologies. Understanding how user research informs the design of such systems is key.

📝 Enhancement Note: The tools listed are typical for a Senior User Researcher. The emphasis is on the methodologies and the ability to adapt to various digital platforms and collaboration tools common in agile, cross-functional teams.

👥 Team Culture & Values

Operations Values:

• User-Centred: A core value, with a drive to understand and meet the needs of Londoners and stakeholders.

• Impact-Oriented: Focus on delivering tangible improvements to services and policy implementation that benefit the city.

• Collaborative: Strong emphasis on working effectively with diverse teams and external partners.

• Inclusive & Accessible: Commitment to ensuring services work for all citizens.

• Evidence-Based: Decisions and strategies are informed by data and research insights.

• Continuous Improvement: A culture that encourages learning, adaptation, and refinement of processes and services.

Collaboration Style:

• Cross-Functional Integration: The role demands seamless collaboration with product managers, designers, policy advisors, and developers, working within agile sprints.

• Stakeholder Engagement: Active engagement with a broad range of stakeholders, including senior leaders, industry representatives, and community groups, to gather input and communicate findings.

• Knowledge Sharing: Encouraging the sharing of research insights and best practices across teams to build a collective understanding of user needs.

• Proactive Communication: Maintaining open lines of communication to ensure alignment and manage expectations throughout the research and design process.

📝 Enhancement Note: The values are derived from the job description's emphasis on user needs, impact, collaboration, and inclusivity, aligning with public sector service delivery.

⚡ Challenges & Growth Opportunities

Challenges:

• Pace and Scale: Working within a fast-paced, pilot project environment with ambitious timelines (launch by Summer 2026) while navigating the complexities of a large public sector organization.

• Policy Nuances: Understanding and researching the intricacies of licensing policy and its impact on diverse industries (hospitality, culture, nighttime economy) and user groups.

• Stakeholder Alignment: Managing the expectations and influencing a wide array of senior stakeholders with potentially differing priorities and perspectives.

• Data Synthesis: Effectively distilling complex information from various sources (research, policy documents, stakeholder input) into clear, actionable insights.

• Embedding Research: Championing user-centred design and research practices within a team that may have varying levels of familiarity or adoption.

Learning & Development Opportunities:

• Policy Research Specialization: Gain in-depth experience in user research for policy and regulatory frameworks, a niche but critical area.

• Strategic Influence: Develop advanced skills in influencing senior decision-makers and shaping public policy.

• Mentorship: Opportunity to mentor junior researchers and contribute to building the GLA's research capability.

• Public Sector Expertise: Deepen understanding of public sector procurement, project delivery, and stakeholder engagement.

• Industry Engagement: Connect with professionals and organizations across London's creative, cultural, and hospitality sectors.

📝 Enhancement Note: Challenges are framed around the specific project context (pilot, licensing, tight deadline) and the nature of working within a large government body. Growth opportunities focus on specialization and strategic influence.

💡 Interview Preparation

Strategy Questions:

• Research Strategy for Policy: "How would you approach designing a user research strategy to inform the development of new strategic licensing powers for the Mayor of London, considering the diverse needs of businesses, residents, and city operations?" (Focus on methodology, stakeholder input, and iterative approach).

• Influencing Senior Stakeholders: "Describe a time you had to present user research findings that challenged existing assumptions or priorities to senior stakeholders. How did you ensure your insights were understood and acted upon?" (Highlight communication, data synthesis, and influencing skills).

• Problem Solving in Complex Environments: "Imagine a scenario where user research reveals conflicting needs between different business sectors impacted by licensing. How would you approach analyzing these conflicts and recommending solutions that balance diverse interests?" (Showcase analytical skills, stakeholder focus, and problem-solving approach).

Company & Culture Questions:

• Understanding the GLA's Mission: "How does your understanding of the GLA's mission and the 'Good Growth' agenda align with your approach to user research for this role?" (Demonstrate research into the organization and its goals).

• Team Collaboration: "How do you typically collaborate with product managers, designers, and policy advisors in an agile environment? Can you provide an example?" (Assess fit with the cross-functional team).

• Measuring Research Impact: "How do you measure the success and impact of your user research initiatives, particularly in a policy or regulatory context?" (Focus on outcomes, service improvement, and alignment with organizational objectives).

Portfolio Presentation Strategy:

• The STAR Method: Structure your case study presentations using the Situation, Task, Action, Result (STAR) method to provide a clear narrative.

• Focus on "So What?": For each project, clearly articulate the "so what?" – the key insights and the direct impact of your research on decisions, products, or services. Quantify impact where possible.

• Demonstrate Adaptability: Highlight how you adapted your research methods to fit specific project constraints, timelines, or the nature of the problem.

• Emphasize Leadership: As a Senior Researcher, showcase instances where you led initiatives, mentored others, or established research best practices.

• Accessibility First: Ensure your presentation itself is accessible and inclusive, mirroring the principles you champion in your work.

📝 Enhancement Note: These sample questions are tailored to the specific context of the role, focusing on policy, government, and senior-level influencing skills, common in public sector hiring.

📌 Application Steps

To apply for this Senior User Researcher position:

• Submit your application through the provided link on the london-gov.jobs2web.com portal.

• Portfolio Customization: Prepare a portfolio that specifically highlights your experience in user research for policy implementation, regulatory services, or public sector projects. Showcase case studies demonstrating your ability to translate research into actionable recommendations for service improvement and operational impact.

• Resume & Personal Statement Optimization: Ensure your CV and Personal Statement (max 1500 words) clearly address each essential criterion. Use keywords from the job description related to user research, agile, accessibility, stakeholder management, and policy. Highlight achievements with quantifiable results where possible.

• Interview Preparation: Thoroughly research the GLA, the "Good Growth" agenda, and the "Culture, Creative Industries and 24-Hour London" unit. Practice answering competency-based questions using the STAR method and prepare to present your portfolio effectively.

• Understand the Context: Familiarize yourself with the principles of strategic licensing, the challenges facing London's nighttime economy, and the goals of government pilots. This will help you frame your answers and demonstrate strategic thinking.

⚠️ 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. The deadline for applications is Wednesday, June 17, 2026, at 23:59.