Senior UX Researcher (12 Months)

📍 Job Overview

Job Title: Senior UX Researcher (12 Months)

Company: RBS

Location: London, United Kingdom (Hybrid/Remote First options available)

Job Type: FULL_TIME

Category: User Experience Research / Design Operations

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

Experience Level: 5-10 Years

Remote Status: Remote First (Hybrid options available)

🚀 Role Summary

• Lead the strategic planning and execution of user research initiatives for complex projects, ensuring a deep understanding of user needs and business objectives.

• Drive the integration of user-centred design principles, accessibility, and inclusion across all product development lifecycles.

• Foster a culture of continuous improvement by developing and promoting user research guidelines, standards, and best practices.

• Mentor and coach junior researchers and cross-functional team members, enhancing overall UX capability and maturity within the organization.

• Contribute to the evolution of UX strategy and methodologies, ensuring alignment with enterprise-level digital product and service development goals.

📝 Enhancement Note: This role is a 12-month fixed-term contract, which is a critical detail for candidates to understand regarding contract length and potential for extension. The "Remote First" designation suggests a primary focus on remote work, with hybrid options likely involving occasional office presence in London, Bristol, or Manchester. The role is positioned as a leadership opportunity, requiring not only research expertise but also the ability to guide teams and influence strategic direction within UX.

📈 Primary Responsibilities

• Lead the scoping, direction, and planning of user research for mid-size to increasingly complex projects and programmes.

• Oversee and execute user research activities across the business area, ensuring outputs are validated, user-centric, and aligned with business requirements.

• Make project- and programme-level research decisions within defined authority, resolving blockers and ensuring deliverables support informed, user-centred design decisions.

• Collaborate closely across design disciplines and other functions, engaging key stakeholders to ensure alignment and effective delivery of strategic initiatives.

• Create, evolve, and promote user research guidelines and standards to drive consistency, quality, and scalability across the bank.

• Continuously develop domain knowledge and leadership skills, while coaching, mentoring, and providing constructive feedback to colleagues.

• Ensure research activities generate high-quality, inclusive insights that reflect diverse user perspectives and enable meaningful, user-centred decision-making.

• Enable collaboration across multiple disciplines and functions for programmes and complex projects, ensuring clarity on responsibilities and deliverables.

• Communicate the value and impact of user research decisions to a wide range of audiences in a clear and compelling manner.

• Act as a key contact for stakeholders, managing expectations, influencing decisions, and resolving risks and conflicts within defined authority.

• Shape and evolve guidelines and standards to drive scalability, consistency, quality, accessibility, and inclusion in user research and design.

• Support user research capability development by coaching and mentoring colleagues, sharing best practices, and contributing to community engagement.

📝 Enhancement Note: The responsibilities emphasize a blend of hands-on research leadership and strategic influence. The role requires significant stakeholder management and the ability to translate complex research findings into actionable insights for diverse audiences. The focus on "mid-size and increasingly complex projects" indicates a need for adaptability and the capacity to handle evolving project scopes and challenges.

🎓 Skills & Qualifications

Education: While specific degree requirements are 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 UX Researcher role.

Experience: A minimum of 5-10 years of progressive experience in user experience research, with a substantial track record of leading research for complex digital products and services.

Required Skills:

• Deep understanding of user-centred design principles and methodologies.

• Comprehensive knowledge of a wide range of qualitative and quantitative user research methods (e.g., interviews, usability testing, surveys, card sorting, diary studies).

• Proven experience in embedding accessibility and inclusion into both research design and execution.

• Demonstrated experience delivering user research for mid-size to complex projects and programmes within digital product and service development.

• Strong portfolio showcasing the ability to gather and communicate diverse user perspectives to inform design decisions.

• Experience working effectively in multidisciplinary teams (designers, product managers, engineers, business analysts).

• Proven leadership skills with the ability to guide research efforts and mentor junior team members.

• Strong stakeholder management capabilities, including clear communication, expectation management, and persuasive presentation of research rationale and impact.

• Experience defining and leading user research projects and programmes at pace, utilizing agile delivery methods.

• Strong skills in design thinking, research, data analysis, and facilitation.

• Experience supporting user research capability development, including coaching, mentoring, and knowledge sharing. Preferred Skills:

• Familiarity with complex corporate banking platforms, products, and services.

• Experience recruiting niche B2B users for research, particularly through liaising with customer-facing teams.

• Experience in developing new and enhanced customer experiences within complex and constrained legacy systems.

• Experience with advanced analytics and data visualization tools to complement qualitative findings.

📝 Enhancement Note: The experience level clearly indicates a need for seasoned professionals who can operate independently and lead initiatives. The preferred skills highlight a specific advantage for candidates with experience in the financial services sector, particularly corporate banking, and those familiar with navigating complex, legacy IT environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 complex user research projects that demonstrate your end-to-end research process.

• For each project, clearly articulate the research objectives, methodology, target audience, key findings, and the impact of your research on design decisions and business outcomes.

• Include examples of how you have embedded accessibility and inclusion considerations into your research design and analysis.

• Demonstrate your ability to communicate diverse user perspectives effectively, using compelling visualizations, narratives, and data to support your findings.

• Highlight any instances where you have led research efforts, mentored junior researchers, or influenced UX strategy. Process Documentation:

• Provide examples of user research plans and protocols you have developed for complex projects.

• Include documentation illustrating how you have translated research insights into actionable design recommendations or strategic input.

• Showcase your approach to collaborating with multidisciplinary teams and stakeholders throughout the research process.

• Detail how you have contributed to or developed user research guidelines, standards, or best practices within a previous organization.

📝 Enhancement Note: The portfolio is a critical component for this role. Candidates must be prepared to articulate their research process, decision-making, and the tangible impact of their work. The emphasis on "complex projects" and "B2B users" suggests a need for case studies that go beyond typical consumer-facing product research.

💵 Compensation & Benefits

Salary Range: For a Senior UX Researcher with 5-10 years of experience in London, UK, the estimated annual salary range typically falls between £60,000 and £90,000. This range can vary based on the specific skills, experience, and the fixed-term nature of the contract.

Benefits:

• Contract Length: 12-month fixed-term contract.

• Pension Scheme: Access to RBS's pension scheme.

• Holiday Allowance: Generous paid holiday entitlement.

• Health & Wellness: Potential for private medical insurance and access to wellness programs.

• Professional Development: Opportunities for training, workshops, and to contribute to UX community engagement.

• Flexible Working: "Remote First" policy with hybrid options available, offering flexibility in work location.

• Employee Assistance Programme: Support services for personal and professional well-being.

Working Hours: 35 hours per week. The "Remote First" and hybrid nature of the role suggests flexibility in daily scheduling, provided core working hours and team collaboration needs are met.

📝 Enhancement Note: As this is a fixed-term contract, benefits may differ slightly from permanent roles. The salary estimation is based on current market data for similar senior UX research roles in London, considering the specified experience level and the financial services industry. The "Remote First" approach indicates a strong emphasis on work-life balance and location flexibility for eligible candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking). RBS (Royal Bank of Scotland) is a major player in the UK financial sector, offering a wide range of banking and financial services. This context implies a need for robust, secure, and highly compliant digital solutions.

Company Size: Large Enterprise (likely 10,000+ employees, given RBS's global presence). This scale means that operations, processes, and decision-making can be complex, requiring strong navigation skills.

Founded: 1764. With a rich history, RBS has undergone significant transformations, indicating a culture that can adapt to change, albeit within a structured, regulated environment.

Team Structure:

• The UX Research team likely operates within a broader Digital or Technology division, working closely with Experience Design, Product Management, Engineering, and Business Analysts.

• Reporting structure will likely involve reporting to a Head of UX Research, a Director of Design, or a similar senior leadership role within the digital product development function.

• Cross-functional collaboration is a core expectation, with researchers embedded in or closely partnering with agile product teams to deliver user-centred solutions. Methodology:

• Data Analysis & Insights: A strong emphasis on data-driven decision-making, combining qualitative research findings with quantitative data (e.g., analytics, A/B test results) to form comprehensive insights.

• Workflow Planning & Optimization: Utilizing agile methodologies for research planning and execution, focusing on iterative development and continuous feedback loops. The role requires optimizing research processes for efficiency and scalability.

• Automation & Efficiency: While not explicitly stated for research, the broader company culture likely values efficiency, suggesting opportunities to leverage tools and streamline research operations where possible.

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

📝 Enhancement Note: Working within a large, established financial institution like RBS means operating within a highly regulated environment that prioritizes security, compliance, and risk management. This will influence the pace of innovation and the types of projects a UX Researcher undertakes. The "Remote First" policy indicates a modern approach to work, balancing tradition with contemporary work practices.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor / Team Lead. At this level, the role involves leading significant research initiatives, mentoring others, and contributing to the strategic direction of UX research within RBS. It's a pivotal role for those looking to deepen their expertise and develop leadership capabilities without necessarily moving into direct people management.

Reporting Structure: This Senior UX Researcher will likely report to a UX Research Manager or Lead, who in turn reports to a Director or Head of UX/Design. They will collaborate extensively with Product Managers, UX Designers, and Engineering leads within specific product teams.

Operations Impact: The primary impact of this role is ensuring that RBS's digital products and services are intuitive, accessible, and meet the diverse needs of its customer base (both retail and corporate). This directly influences customer satisfaction, adoption rates, operational efficiency for users, and ultimately, the bank's reputation and ability to compete in the digital financial landscape.

Growth Opportunities:

• Skill Advancement: Deepen expertise in specialized research methodologies, particularly within the B2B financial services context. Opportunities to lead research for highly complex, strategic, or novel projects.

• Leadership Development: Gain experience in mentoring and coaching junior researchers, contributing to team capability building, and potentially leading research workstreams or smaller research initiatives.

• Cross-Functional Exposure: Develop a sophisticated understanding of banking operations, regulatory requirements, and the interplay between UX, product strategy, and business goals within a large enterprise.

• Potential for Extension/Permanent Role: While initially a 12-month contract, strong performance could lead to an extension or consideration for permanent opportunities within RBS's UX or product teams.

📝 Enhancement Note: The 12-month contract nature of this role offers a unique opportunity to gain experience in a large financial institution without a long-term commitment, while still allowing for significant impact and professional development. It's an excellent stepping stone for those looking to specialize in financial services UX or gain senior-level research leadership experience.

🌐 Work Environment

Office Type: Hybrid/Remote First. This indicates a flexible work model where remote work is the primary approach, but there will be opportunities to work from RBS offices in London, Bristol, or Manchester for specific meetings, team events, or collaborative sessions. The "Remote First" policy suggests that remote work is the default and is well-supported.

Office Location(s): London, Bristol, and Manchester are the primary hubs mentioned. Candidates may be expected to travel to these locations occasionally, depending on project needs and team collaboration requirements. The remote-first nature means that consistent office presence is not required.

Workspace Context:

• Collaborative Environment: While remote, expect a highly collaborative digital environment using tools like Slack, Teams, and shared documentation platforms. Opportunities for in-person collaboration will exist in the mentioned office locations.

• Operations Tools & Technology: Access to industry-standard UX research tools, collaboration platforms, and potentially internal RBS systems for data analysis and project management. The environment will likely support modern digital workflows.

• Team Interaction: Regular virtual stand-ups, team meetings, and cross-functional syncs are standard. The role encourages proactive engagement with colleagues across different disciplines to drive user-centred outcomes.

Work Schedule: 35 hours per week. The "Remote First" policy with hybrid options implies a degree of flexibility in managing the daily work schedule, allowing researchers to balance personal needs with project deadlines and team collaboration requirements. Core hours for team synchronization are likely expected.

📝 Enhancement Note: The "Remote First" approach is a significant aspect of the work environment, indicating a mature remote work infrastructure and culture. Candidates should be comfortable working independently and virtually, while also being prepared for occasional travel to RBS's UK offices if required by specific project phases or team initiatives.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will conduct an initial call to assess basic qualifications, interest, and cultural fit.

• Portfolio Presentation: A key stage will involve presenting your portfolio to the hiring team. Be prepared to walk through 2-3 of your most relevant projects, detailing your process, challenges, solutions, and impact. Focus on projects demonstrating leadership, complex problem-solving, and B2B research.

• Technical/Skills Interview: This may involve scenario-based questions, hypothetical research challenges, or discussions about specific research methodologies and how you'd apply them to RBS's context.

• Stakeholder/Manager Interview: Further discussion with the hiring manager and potentially key stakeholders (e.g., Product Managers, UX Designers) to assess leadership potential, collaboration style, and strategic thinking.

• Final Interview: Potentially a final round with a senior leader to confirm fit and discuss contract details.

Portfolio Review Tips:

• Curate Strategically: Select projects that best showcase your senior-level capabilities, leadership, and experience relevant to financial services or complex enterprise systems.

• Structure for Impact: For each case study, clearly outline: Problem/Objective, Your Role & Responsibilities, Research Methodology, Key Findings, Design Solutions/Recommendations, and the Measurable Impact/Outcome.

• Highlight Leadership: Emphasize instances where you led research initiatives, mentored peers, or influenced strategy.

• Data & Insights: Clearly articulate how your research led to actionable insights and tangible improvements in user experience or business metrics. Quantify impact where possible.

• Accessibility & Inclusion: Explicitly detail how you incorporated these principles into your research and design recommendations.

• Storytelling: Present your work as compelling narratives, showing your thought process and problem-solving journey.

Challenge Preparation:

• Anticipate Research Scenarios: Be ready to discuss how you would approach research for a specific banking product or service (e.g., a new mobile banking feature, improving a corporate client portal).

• Methodology Justification: Be prepared to defend your choice of research methods based on project goals, timelines, and audience.

• Stakeholder Management: Practice articulating how you would manage conflicting stakeholder priorities or push back on design decisions that lack user validation.

• Agile Context: Understand how to conduct impactful research within agile sprints and iterative development cycles.

📝 Enhancement Note: The interview process will heavily rely on your ability to demonstrate practical experience and leadership through your portfolio. Be ready to articulate not just what you did, but why you did it and the impact it had. The "Remote First" aspect might mean some interviews are conducted entirely virtually, requiring strong virtual presentation skills.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools like UserTesting.com, Maze, Optimal Workshop, Lookback, or similar platforms for remote usability testing, surveys, and unmoderated research.

• Collaboration Suites: Microsoft Teams, Slack, Zoom for daily communication and virtual meetings.

• Prototyping & Design Tools (for collaboration): Figma, Sketch, Adobe XD (understanding how to interpret and provide feedback on prototypes).

• Whiteboarding & Ideation Tools: Miro, Mural for virtual brainstorming, journey mapping, and affinity diagramming.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (understanding how to interpret user behaviour data).

• BI Tools (potentially): Tableau, Power BI (for data visualization and reporting on research impact).

• Spreadsheets: Microsoft Excel, Google Sheets for data analysis and reporting.

CRM & Automation:

• CRM (for B2B context): Salesforce (understanding how user research might inform CRM strategies or B2B client portals).

• Project Management Tools: Jira, Confluence for agile project tracking and documentation.

📝 Enhancement Note: While RBS may have its own proprietary tools, familiarity with these industry-standard platforms demonstrates a strong foundation. The ability to interpret data from analytics and BI tools is increasingly important for senior researchers to complement qualitative findings and demonstrate business impact.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of RBS customers, both retail and corporate. This translates to prioritizing research that directly impacts customer experience and satisfaction.

• Integrity & Trust: As a financial institution, operating with the highest ethical standards is paramount. Research findings and recommendations must be presented objectively and with a commitment to accuracy.

• Collaboration: A strong emphasis on working together across diverse teams (design, product, engineering, business) to achieve shared goals. This requires excellent communication and interpersonal skills.

• Innovation & Adaptability: While rooted in tradition, RBS aims to innovate in the digital space. Researchers are encouraged to bring fresh perspectives and adapt to evolving customer needs and technological advancements.

• Inclusion & Accessibility: A stated commitment to ensuring all customers have equitable access to services, which must be reflected in research practices and design outputs.

Collaboration Style:

• Cross-functional Integration: Researchers are expected to be embedded within or closely partner with agile product teams, working iteratively with designers, product managers, and engineers.

• Process Review & Feedback: A culture that encourages open feedback on research processes, methodologies, and findings to ensure continuous improvement and alignment.

• Knowledge Sharing: Active participation in UX communities of practice, sharing best practices, learnings, and insights to elevate the overall UX capability within RBS.

📝 Enhancement Note: The culture at RBS, like many large financial institutions, will likely be a blend of established processes and a drive for digital transformation. Candidates who can navigate a structured environment while championing user-centric innovation will be most successful. The emphasis on "Integrity & Trust" is particularly important given the nature of financial services.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Legacy Systems: Developing user experiences within complex, potentially outdated, or constrained legacy systems can be a significant technical and design challenge. Requires creative problem-solving and a deep understanding of technical limitations.

• Recruiting Niche B2B Users: Sourcing and recruiting participants for research within specific corporate banking segments can be difficult, requiring strong networking and collaboration with customer-facing teams.

• Balancing User Needs with Business/Regulatory Constraints: In a regulated industry like banking, user needs must be balanced with strict compliance, security, and business objectives. This requires strong negotiation and influence skills.

• Pace of Agile Delivery: Conducting thorough research within fast-paced agile sprints requires efficient planning, execution, and synthesis of findings.

Learning & Development Opportunities:

• Specialized UX in Finance: Gain deep expertise in user research for complex financial products and services, understanding the unique needs of retail and corporate banking clients.

• Leadership & Mentorship: Develop advanced leadership skills by mentoring junior researchers and influencing UX strategy at a senior level.

• Industry Trends: Stay abreast of emerging UX trends, technologies, and methodologies relevant to the financial services sector.

• Cross-Disciplinary Exposure: Deepen understanding of product