Senior User Researcher - Permanent - £60,000-65,000 per annum

📍 Job Overview

Job Title: Senior User Researcher

Company: Create/Change

Location: United Kingdom

Job Type: Full-time

Category: User Research / Design Operations

Date Posted: 2026-07-23

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead user research initiatives to advocate for users across policy, digital product, and service design projects, ensuring empathetic and evidence-driven design decisions.

• Design and execute research plans utilizing a blend of qualitative and quantitative methodologies within an agile framework, aligning with organizational objectives.

• Collaborate closely with stakeholders and multidisciplinary teams to synthesize research findings into clear, actionable recommendations that influence strategy.

• Champion ResearchOps standards, including privacy and consent documentation, and knowledge management to enhance research efficiency and ethical practice.

• Drive a user-centered design approach, focusing on inclusivity, accessibility, and evidence-based decision-making to deliver measurable impact for end-users.

📝 Enhancement Note: While the role is explicitly "Senior User Researcher," its focus on ResearchOps, evidence-based methods, and driving strategy within multidisciplinary teams positions it at the intersection of UX Research and Design Operations, requiring a strong understanding of operationalizing research practices for broader organizational impact. This is a strategic role focused on embedding user insights into the core of service and product development.

📈 Primary Responsibilities

• Develop comprehensive research plans, selecting appropriate qualitative and quantitative methods (e.g., interviews, workshops, surveys) to address specific research objectives and organizational priorities.

• Independently plan and manage research recruitment, with a specific focus on developing strategies to engage with seldom-heard or underrepresented user groups.

• Synthesize complex evidence from multiple research sources and stakeholder input into clear, concise, and actionable recommendations for product, service, and policy design.

• Advocate effectively for user research findings and methodologies with diverse stakeholders, including non-technical audiences, ensuring alignment with strategic goals.

• Establish and champion ResearchOps standards, including robust privacy and consent documentation, effective knowledge management, and efficient research operational processes.

• Conduct research with diverse user populations, demonstrating empathy and sensitivity, particularly when dealing with complex or sensitive subject matters.

• Collaborate effectively within multidisciplinary, agile teams, contributing user insights to inform iterative design and development cycles.

• Contribute to a culture of continuous learning and practical innovation, ensuring research practices lead to measurable outcomes and positive impact.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on strategic planning, independent execution of recruitment, and the operationalization of research (ResearchOps). This goes beyond typical user research tasks to include process development and stakeholder advocacy, indicating a senior-level expectation for driving operational excellence in research.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a strong academic foundation in a relevant field such as Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design Research, or a related discipline is highly beneficial. Equivalent practical experience will also be considered. Experience:

• 5-10 years of progressive experience in user research, with a significant portion at a senior level, demonstrating a track record of successfully influencing strategy and design decisions.

• Proven experience in planning, designing, and conducting user research using a broad spectrum of qualitative and quantitative methods.

• Demonstrated experience in establishing and championing ResearchOps standards, including privacy, consent, and knowledge management.

• Experience working effectively within agile and multidisciplinary team environments. Required Skills:

• User Research Expertise: Proficient in a wide range of qualitative (interviews, ethnography, usability testing) and quantitative (surveys, data analysis) research methods.

• ResearchOps Implementation: Experience in establishing and maintaining ResearchOps practices, including privacy protocols, consent management, and knowledge repositories.

• Stakeholder Management & Advocacy: Ability to effectively communicate research plans, findings, and recommendations to diverse stakeholders, influencing strategic decisions.

• Agile Methodology: Familiarity and experience working within agile development frameworks and multidisciplinary teams.

• Inclusivity & Accessibility: A deep commitment to and practical experience in conducting research with diverse users, including seldom-heard groups, and ensuring accessibility in research design and outcomes.

• Data Synthesis & Recommendation: Skill in synthesizing complex data from multiple sources into clear, actionable insights and strategic recommendations.

• Research Recruitment: Proven ability to independently plan and execute research recruitment strategies, including outreach to diverse demographics.

Preferred Skills:

• Experience in the public sector (government, healthcare, education, justice) or within organizations delivering complex public-facing services.

• Familiarity with service design principles and methodologies.

• Experience with specific digital product development lifecycles.

• Knowledge of ethical research practices and data protection regulations (e.g., GDPR).

• Ability to facilitate workshops and co-design sessions effectively.

📝 Enhancement Note: The emphasis on ResearchOps, engaging seldom-heard groups, and working within public sector contexts suggests a need for candidates who can not only conduct research but also operationalize and scale research practices responsibly and inclusively within complex organizational structures.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Research Case Studies: Showcase 3-5 detailed case studies demonstrating your end-to-end user research process, from initial problem definition and research planning to methodology selection, execution, synthesis, and impact.

• Methodology Diversity: Highlight experience with a variety of research methods (qualitative and quantitative), clearly explaining why specific methods were chosen for each project.

• Impact & Outcomes: Quantify the impact of your research where possible, detailing how your findings influenced product/service design, strategy, or business outcomes. Include metrics or examples of positive change.

• ResearchOps Examples: Include examples of how you have contributed to or established ResearchOps practices, such as knowledge management systems, consent/privacy frameworks, or standardized research documentation.

• Stakeholder Communication: Demonstrate your ability to communicate complex research findings effectively to diverse audiences, potentially through presentation slides, executive summaries, or concise reports.

Process Documentation:

• Research Plan Templates: Provide examples of well-structured research plans that clearly outline objectives, scope, methodology, participant criteria, and timelines.

• Ethical Documentation: Showcase examples of privacy and consent forms, anonymization techniques, and data handling procedures that ensure ethical research practices.

• Synthesis Frameworks: Illustrate how you synthesize research data, perhaps using affinity mapping, thematic analysis, or journey mapping techniques, and how these outputs translate into actionable insights.

• Knowledge Management: Demonstrate an understanding of how research findings are documented, stored, and made accessible for future use within an organization.

📝 Enhancement Note: Given the explicit mention of ResearchOps, a candidate's portfolio should not only showcase research execution but also their ability to systematize, document, and manage research processes and knowledge effectively. This demonstrates a senior-level capability to improve the efficiency and impact of the entire research function.

💵 Compensation & Benefits

Salary Range: £60,000 - £65,000 per annum.

Benefits:

• Pension Scheme: Competitive pension contribution to support long-term financial planning.

• Annual Leave: Generous holiday allowance, providing ample time for rest and personal pursuits.

• Professional Development: Opportunities for continuous learning through training, workshops, and conferences to enhance skills in user research and ResearchOps.

• Flexible Working: Hybrid working model allowing for a balance between in-office collaboration and remote flexibility, supporting work-life integration.

• Impactful Work: The opportunity to work on meaningful projects that drive positive social impact within the public sector.

• Supportive Culture: A collaborative and inclusive work environment that values continuous learning and practical innovation.

Working Hours: Standard full-time working hours, likely around 37.5-40 hours per week, with a hybrid arrangement allowing for flexibility.

📝 Enhancement Note: The salary range provided is typical for a Senior User Researcher in the UK with 5-10 years of experience, especially within organizations undertaking complex projects like those in the public sector. The benefits package is standard for a professional role in the UK, with a notable emphasis on professional development and impactful work, aligning with Create/Change's mission.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Consulting, Government & Public Sector, Healthcare, Education, Justice.

Company Size: The description doesn't explicitly state company size, but the focus on delivering "complex transformations" and partnering with clients across various sectors suggests a mid-sized to larger consultancy or specialized agency.

Founded: The founding date is not provided, but the description "forward-thinking organisation" implies a modern approach to service design and digital transformation.

Team Structure:

• Multidisciplinary Teams: The role operates within multidisciplinary teams, meaning collaboration with designers, product managers, developers, policy advisors, and other specialists is integral.

• Agile Environment: Research activities are integrated into agile workflows, requiring close coordination with development sprints and iterative processes.

• Remote Collaboration: Team members collaborate remotely, emphasizing the need for strong digital communication and collaboration tool proficiency.

• Client-Facing: The organization partners with clients, particularly in the government and public sector, meaning the team often works on client-site or in close collaboration with client stakeholders.

Methodology:

• Human-Centered Design: Core to the company's approach, ensuring user needs and experiences are at the forefront of all design and service delivery.

• Evidence-Based Methods: Decisions are driven by data and research, not just intuition, reinforcing the importance of robust user research.

• Practical Innovation: Focus on delivering tangible, measurable outcomes and innovations that create real-world impact for people and communities.

• Inclusive Practices: Commitment to designing services that are accessible and cater to diverse user needs, including seldom-heard groups.

Company Website: https://careers.createchange.io

📝 Enhancement Note: Create/Change appears to be a mission-driven organization focused on societal impact through design and digital transformation. The culture likely values collaboration, evidence-based decision-making, and a strong commitment to user needs, particularly within the public sector. The senior researcher will be a key player in embedding these values through their work.

📈 Career & Growth Analysis

Operations Career Level: Senior User Researcher. This level signifies a high degree of autonomy, strategic input, and the ability to mentor junior team members. The role is expected to lead complex research projects, define research strategy, and significantly influence client outcomes.

Reporting Structure: While not explicitly stated, a Senior User Researcher typically reports to a Head of User Research, a Design Lead, or a Director of Services. They will work closely with Project Managers and client-side leads.

Operations Impact: The Senior User Researcher's impact is critical in ensuring that Create/Change's services and digital products are effective, user-friendly, and address genuine societal needs. Their work directly influences the success of client projects, the adoption of new services, and the positive impact delivered to citizens and communities. By championing ResearchOps, they also contribute to the scalability and efficiency of the entire research function.

Growth Opportunities:

• Research Leadership: Potential to move into a lead researcher role, managing a team of researchers, or a Head of User Research position, shaping the research strategy for the entire organization.

• Specialization: Deepen expertise in specific research methodologies, niche user groups (e.g., accessibility, seldom-heard communities), or specific sectors (e.g., healthcare policy research).

• Design Operations Management: Transition into a Design Operations role, focusing on optimizing the processes, tools, and workflows that support the entire design and research function.

• Consulting & Strategy: Develop advanced consulting skills, taking on more strategic advisory roles with senior clients, and contributing to business development.

• Mentorship & Training: Lead the development and training of junior researchers, establishing best practices and mentoring frameworks within the organization.

📝 Enhancement Note: The "Senior" title, combined with the focus on ResearchOps and influencing strategy, suggests significant growth potential beyond individual contribution. The role is positioned to develop leadership, strategic, and operational expertise within the user research domain.

🌐 Work Environment

Office Type: Hybrid. The company emphasizes remote collaboration but also implies in-person interaction for co-creation and client work. This suggests a flexible model where team members might work from home a few days a week and from a co-working space or client site for specific project needs or team meetings.

Office Location(s): Primarily the United Kingdom. While specific office locations are not detailed, the company operates across the UK, serving clients in government and public sectors. This might mean working from client sites in various UK cities or utilizing flexible co-working spaces.

Workspace Context:

• Collaborative Digital Environment: Expect robust use of digital collaboration tools (e.g., Slack, Miro, Figma, Google Workspace) for remote teamwork, brainstorming, and co-creation.

• Agile Project Spaces: When working on-site or with clients, the environment will likely be agile, with teams working in shared spaces, utilizing whiteboards, and engaging in frequent stand-ups.

• Focus on User-Centricity: The workspace culture will likely reflect a commitment to user needs, with research findings prominently displayed and discussed.

• Access to Technology: Employees will have access to necessary research tools, software, and potentially equipment for remote or in-person research activities.

Work Schedule: Standard full-time hours, with a hybrid arrangement offering flexibility. This means there's an expectation of core working hours for collaboration, but also flexibility to manage personal commitments alongside project deadlines.

📝 Enhancement Note: The hybrid nature and focus on remote collaboration suggest that strong self-management, proactive communication, and proficiency with digital collaboration tools are paramount for success in this role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess suitability for the Senior User Researcher role and alignment with Create/Change's values and ResearchOps focus.

• Hiring Manager Interview: An interview with the hiring manager to discuss your experience, approach to user research, ResearchOps philosophy, and how you handle stakeholder management and complex projects. Expect questions about your leadership style and experience with diverse user groups.

• Practical Exercise/Case Study: You may be asked to complete a take-home assignment or a live exercise simulating a research challenge. This could involve planning a research study, synthesizing mock data, or presenting findings. This will assess your practical skills and strategic thinking.

• Team/Stakeholder Interview: An interview with members of the multidisciplinary team and potentially a client stakeholder. This assesses your collaboration style, ability to communicate complex ideas, and cultural fit within the team and with clients.

• Final Interview: Potentially a final interview with a senior leader to discuss your strategic vision for user research and ResearchOps within the organization.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio with clear case studies. For each case study, detail: the problem, your role and responsibilities, the research methodology used and why, key findings, the impact of your work (quantified if possible), and lessons learned.

• Highlight ResearchOps: Explicitly call out instances where you established or contributed to ResearchOps practices, such as setting up knowledge management systems, developing consent protocols, or improving research efficiency.

• Showcase Diverse Methods: Ensure your portfolio demonstrates proficiency with a range of qualitative and quantitative methods, and explain your rationale for method selection.

• Emphasize Advocacy: Include examples of how you advocated for user needs and research findings with stakeholders, especially those who were initially resistant or less research-literate.

• Tailor to Create/Change: If possible, subtly tailor your portfolio presentation to align with Create/Change's mission (impact, public sector, inclusivity).

Challenge Preparation:

• Research Planning: Be prepared to outline a research plan for a hypothetical public sector or complex service design problem. Consider target users, ethical considerations, recruitment strategies (especially for hard-to-reach groups), and appropriate methodologies.

• Data Synthesis: Practice synthesizing qualitative data into actionable insights and recommendations. Be ready to present these clearly and concisely.

• Stakeholder Communication: Prepare to explain complex research concepts and findings to non-researchers and demonstrate how your insights translate into strategic business decisions.

• ResearchOps Vision: Be ready to discuss your philosophy on ResearchOps and how you would implement or improve these practices within a growing organization.

📝 Enhancement Note: The interview process is designed to assess not only research craft but also strategic thinking, operational capability (ResearchOps), and stakeholder influence, which are critical for a senior role. The portfolio is the primary tool for demonstrating these capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Experience with tools for conducting interviews, usability testing, and surveys (e.g., UserTesting.com, Maze, Lookback, Typeform, SurveyMonkey).

• Collaboration Tools: Proficiency in digital whiteboarding and collaboration tools for remote workshops and synthesis (e.g., Miro, Mural, FigJam).

• Data Analysis Software: Familiarity with qualitative data analysis software (e.g., Dovetail, NVivo) and quantitative analysis tools (e.g., Excel, SPSS, R for basic analysis).

• Presentation Software: Advanced skills in creating compelling visual presentations (e.g., PowerPoint, Google Slides, Keynote) to communicate findings.

Analytics & Reporting:

• While not a primary focus for a user researcher, an understanding of how to interpret analytics dashboards (e.g., Google Analytics, Mixpanel) to inform research questions and validate findings can be beneficial. CRM & Automation:

• Not directly applicable to the core researcher role, but awareness of how user research integrates with CRM data or marketing automation platforms can provide context for broader GTM operations.

📝 Enhancement Note: The emphasis is on tools that facilitate research execution, collaboration, and communication of findings. Proficiency in digital collaboration and synthesis tools is particularly important given the hybrid and remote work environment.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep-seated belief that understanding and prioritizing user needs is fundamental to successful service and product design.

• Evidence-Based Decision Making: A commitment to using data and research to inform all strategic and design choices, minimizing assumptions and guesswork.

• Inclusivity & Accessibility: A proactive approach to designing for a diverse user base, ensuring that services are usable and beneficial for everyone, especially seldom-heard groups.

• Impact & Outcome Focus: A drive to deliver tangible, measurable positive change for people, communities, and clients through practical innovation.

• Collaboration & Transparency: An open and collaborative environment where knowledge is shared, feedback is constructive, and teams work together towards common goals.

Collaboration Style:

• Cross-Functional Integration: Encourages seamless collaboration between researchers, designers, product managers, developers, and client stakeholders to ensure a unified approach to problem-solving.

• Agile Cadence: Operates within agile methodologies, requiring frequent communication, iterative feedback loops, and adaptive planning.

• Knowledge Sharing: Fosters a culture where research findings, best practices, and learnings are actively shared across teams and projects to build collective intelligence.

• Empathetic Communication: Emphasizes clear, respectful, and empathetic communication, especially when discussing user needs and research findings with diverse audiences.

📝 Enhancement Note: The company's values align strongly with user-centered design principles and a mission-driven approach. A successful candidate will demonstrate these values in their daily work and interactions, contributing to a positive and impactful team culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Engaging Seldom-Heard Groups: Developing and implementing effective strategies to recruit and meaningfully engage with user groups who are typically hard to reach or underrepresented in research.

• Balancing Research Rigor with Agile Pace: Ensuring high-quality, ethical research is conducted effectively within the fast-paced, iterative cycles of agile development.

• Influencing Stakeholders: Effectively communicating complex research findings and advocating for user needs to diverse stakeholders, some of whom may have different priorities or less familiarity with user research.

• Establishing ResearchOps Standards: Building and embedding robust ResearchOps practices (privacy, consent, knowledge management) within a dynamic and growing organization.

• Working on Complex/Sensitive Topics: Conducting research on sensitive public sector issues requires a high degree of empathy, ethical awareness, and careful methodological design.

Learning & Development Opportunities:

• Advanced Research Methodologies: Opportunities to deepen expertise in specialized research techniques, such as diary studies, longitudinal research, or advanced qualitative analysis.

• ResearchOps Specialization: Develop skills in knowledge management, research operations frameworks, and scaling research functions.

• Sector-Specific Expertise: Gain in-depth knowledge of specific public sector domains (e.g., healthcare, justice, education) and their unique user research challenges.

• Leadership and Mentorship: Develop skills in leading research projects, mentoring junior researchers, and contributing to the strategic direction of the research practice.

• Consulting Skills: Enhance client management, presentation, and strategic advisory skills through working on diverse client projects.

📝 Enhancement Note: The challenges are inherent to senior-level research roles, particularly within complex sectors, and present significant opportunities for professional growth and skill development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to advocate for a user perspective that conflicted with stakeholder priorities. How did you approach it, and what was the outcome?" (Focus on your communication, data synthesis, and influence skills.)

• "How would you approach designing a research plan to understand the needs of [specific seldom-heard group relevant to Create/Change's work] for a new public service?" (Assess your methodology selection, ethical considerations, and recruitment strategy.)

• "What are your key principles for establishing and maintaining ResearchOps standards, particularly regarding privacy and consent?" (Demonstrate your understanding of operationalizing research ethically and efficiently.)

• "Imagine you've synthesized complex data from multiple sources. How would you translate that into actionable recommendations for a multidisciplinary agile team?" (Highlight your synthesis process and ability to provide clear, practical guidance.) Company & Culture Questions:

• "What interests you about Create/Change's mission and your work in the public sector?" (Show genuine interest in their impact and sector.)

• "How do you approach collaboration within a multidisciplinary team, especially when working remotely?" (Address your communication style and teamwork approach.)

• "How do you ensure inclusivity and accessibility are integrated into your research process and recommendations?" (Connect your values to their stated principles.) Portfolio Presentation Strategy:

• Storytelling: Frame each case study as a narrative, highlighting the problem, your journey through research, the challenges faced, and the ultimate impact.

• Quantify Impact: Where possible, use numbers, percentages, or concrete examples to demonstrate the tangible benefits of your research.

• Focus on Process & Rationale: Clearly explain why you chose certain methods and how you arrived at your conclusions.

• Highlight ResearchOps Contributions: Explicitly point out any contributions you made to research processes, documentation, or knowledge sharing.

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

📝 Enhancement Note: Interview preparation should focus on demonstrating not just research skills, but also strategic thinking, operational proficiency (ResearchOps), and the ability to influence outcomes within a collaborative, mission-driven environment.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Create/Change careers site.

• Curate Your Portfolio: Select 3-5 of your strongest user research case studies, ensuring they highlight your experience with diverse methods, stakeholder advocacy, and critically, any contributions to ResearchOps standards (privacy, knowledge management). Be prepared to articulate the impact of your research.

• Tailor Your CV: Ensure your CV clearly showcases your 5-10 years of experience, emphasizing your senior-level contributions, agile experience, and proficiency in qualitative and quantitative research methods. Integrate keywords like "ResearchOps," "stakeholder management," "inclusivity," and "accessibility."

• Prepare for Case Studies: Practice outlining a research plan for a hypothetical public sector challenge and be ready to discuss how you would synthesize and present findings to diverse audiences. Familiarize yourself with Create/Change's work and mission.

• Research Create/Change: Understand their focus areas (government, healthcare, education, justice) and their commitment to human-centered design and positive impact. This will help you tailor your responses and demonstrate cultural fit.

⚠️ 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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