User Researcher

📍 Job Overview

Job Title: User Researcher

Company: Civil Aviation Authority

Location: Gatwick, United Kingdom

Job Type: Fixed-Term Contract (12 Months)

Category: User Experience & Research Operations

Date Posted: May 21, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• User-Centred Service Design: Drive the design and improvement of customer-facing services by applying user research methodologies, aligning with Government Digital Services (GDS) and Civil Aviation Authority (CAA) standards.

• Agile Project Delivery: Actively participate in multi-disciplinary, Agile teams to deliver user-centred products and services, ensuring research findings directly influence design and development cycles from alpha to live.

• Research Capability Building: Support the Lead Researcher in maturing user research practices, developing documentation (e.g., CX Toolkit), and educating colleagues on user-centred design principles to enhance organizational capabilities.

• Cross-Functional Collaboration: Work closely with designers, service owners, and business analysts to translate complex research findings into clear, actionable recommendations that solve user problems and meet their needs.

📝 Enhancement Note: The role is a User Researcher, which falls under the broader umbrella of UX/Product Operations. While not strictly Revenue or Sales Operations, the emphasis on user-centred design, service improvement, and cross-functional collaboration within an Agile framework aligns with the operational excellence principles valued in GTM operations. The role requires a strong understanding of how research directly impacts product development and service delivery, a core tenet of effective operations. The "Capability Building" aspect suggests a strategic contribution to operationalizing research practices.

📈 Primary Responsibilities

• End-to-End User Research Execution: Lead and conduct a comprehensive range of user research activities, including user recruitment, planning qualitative and quantitative research sessions, moderating interviews and usability tests, and synthesizing findings.

• Methodological Application: Employ diverse research techniques such as customer journey mapping, usability testing, persona creation, and mixed-method approaches to gather actionable insights.

• Actionable Insights & Recommendations: Translate complex research data and findings into clear, concise, and actionable recommendations for service design and development teams, ensuring they directly address user needs and pain points.

• Agile Team Integration: Collaborate effectively within multi-disciplinary Agile teams, contributing research expertise to inform design decisions and ensure a user-centric approach throughout the service lifecycle (alpha, beta, live).

• Accessibility & Inclusivity: Ensure all developed services meet government accessibility standards and are inclusive for all users, regardless of their abilities.

• Process Documentation & Improvement: Contribute to the development of a "CX Toolkit" by documenting and enhancing existing research practices, tools, and methodologies.

• Knowledge Sharing & Advocacy: Educate and empower colleagues across the organization on the value and practical application of user research and user-centred design principles.

• Support for Lead Researcher: Assist the Lead Researcher in maturing user research practices, identifying new opportunities for research impact, and fostering a culture of continuous improvement.

📝 Enhancement Note: The responsibilities highlight a hands-on role with a strategic component. The emphasis on "Project Delivery" and "Capability Building" suggests the candidate will not only execute research but also contribute to the operationalization and scaling of research practices within the CAA, aligning with operational efficiency and best practice implementation.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, Design, or a related field is typically expected for experienced User Researchers. Relevant professional certifications in UX or research may also be considered.

Experience:

• Proven experience in conducting user research throughout the entire service lifecycle, from discovery (alpha) to live services.

• Demonstrated experience working within multi-disciplinary, Agile teams.

Required Skills:

• User Research Expertise: Hands-on experience conducting a variety of user research activities (recruitment, planning, moderation, analysis).

• Methodological Proficiency: Expertise in qualitative, quantitative, and mixed-method research approaches (e.g., usability testing, customer journey mapping, persona creation).

• Agile Environment Acumen: Comfortable and experienced working within Agile development frameworks and understanding research's role in the service lifecycle.

• Communication & Storytelling: Strong verbal and written communication skills, with the ability to distill complex concepts into clear narratives for both technical and non-technical stakeholders.

• Stakeholder Management: Ability to effectively manage relationships and communicate research insights to various stakeholders.

• Facilitation Skills: Competency in facilitating workshops, interviews, and usability testing sessions.

• Remote Research Proficiency: Understanding of tools and practices for conducting both in-person and remote user research.

Preferred Skills:

• Experience in accessibility testing and knowledge of government accessibility standards.

• Familiarity with Government Digital Services (GDS) principles and standards.

• Experience working within the public sector, a regulatory body, or the aviation/aerospace industry.

• Contribution to developing research "playbooks" or toolkits (e.g., CX Toolkit).

• A proactive approach to continuous learning and skill development in user experience.

📝 Enhancement Note: The distinction between "Essential" and "Desired" skills implies a structured hiring process where candidates are evaluated against core competencies first, with additional experience providing a competitive edge. The emphasis on GDS and accessibility aligns with operational standards for digital services.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Research Techniques: A portfolio showcasing a variety of research methods applied across different project stages (discovery, design, development, live).

• Impactful Case Studies: Detailed case studies illustrating how user research directly influenced product/service design and led to measurable improvements or problem-solving.

• Agile Integration Examples: Evidence of how research findings were integrated into Agile workflows and impacted sprint planning or backlog prioritization.

• Communication & Deliverables: Examples of research outputs, such as personas, journey maps, usability test reports, and clear, actionable recommendations presented to stakeholders.

Process Documentation:

• Workflow Design: Evidence of contributing to or developing research plans and workflows aligned with project goals and Agile methodologies.

• Methodology Application: Documentation of how specific research methodologies were chosen and applied to address particular research questions.

• Synthesis & Reporting: Examples of structured processes for synthesizing research data and generating clear, impactful reports and presentations.

• Contribution to Playbooks: If applicable, examples of contributions to documented research practices or toolkits like the "CX Toolkit".

📝 Enhancement Note: A strong portfolio is crucial for this role, as it serves as tangible evidence of the candidate's research capabilities and their ability to translate insights into actionable project outcomes. This aligns with the operational need to demonstrate ROI and effectiveness through documented processes and measurable results.

💵 Compensation & Benefits

Salary Range: £40,000 - £50,000 per annum, dependent upon experience.

Benefits:

• Flexible working arrangements.

• Free onsite gym at Gatwick.

• Discounted gym membership for London location.

• 28 days of annual leave.

• Additional 5 days leave purchase scheme.

• Generous pension scheme.

• Opportunities for involvement in diverse projects and professional development.

Working Hours: Full-time, equating to approximately 40 hours per week. The role embraces hybrid working and offers flexible working patterns, with an openness to discuss individual needs.

📝 Enhancement Note: The salary range provided is a key piece of information for operations professionals evaluating roles. The benefits package, particularly flexible working and professional development opportunities, is also critical for long-term career planning and job satisfaction within an operational context. The explicit mention of "approximately 40 hours" with flexibility indicates a standard operational workload with an emphasis on work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aviation & Aerospace Regulation. The Civil Aviation Authority (CAA) is the UK's aviation and aerospace regulator, recognized globally for its safety standards and adaptability in a constantly evolving industry.

Company Size: The provided LinkedIn data indicates a company size of 1,001-5,000 employees. This suggests a well-established organization with structured departments and processes, but potentially with opportunities for cross-functional influence.

Founded: The company was founded in 1972. This history implies a stable organization with established operational frameworks and a long-term vision.

Team Structure:

• User Research Team: The role reports to a Lead Researcher and is part of a growing user research capability within the CAA. It implies a dedicated UX/Research function that supports various project teams.

• Cross-Functional Agile Teams: The User Researcher will be embedded within multi-disciplinary, Agile teams, collaborating closely with designers, service owners, and business analysts.

• Reporting Line: While the immediate team structure is clear, the broader reporting line within the CAA would likely be within a digital, service design, or operational excellence division.

Methodology:

• User-Centred Design: The core methodology is user-centred design, heavily influenced by Government Digital Services (GDS) standards.

• Agile Delivery: Research is integrated into Agile project delivery, from alpha to live stages, emphasizing iterative development and continuous feedback.

• Data-Driven Decision Making: Research findings are used to inform design and development, indicating a data-driven approach to service improvement.

• Continuous Improvement: The company culture encourages continuous learning and adaptation, with a focus on evolving research practices and UX capabilities.

Company Website: https://careers.caa.co.uk/

📝 Enhancement Note: Understanding the company's industry, size, and established methodology is crucial for operations professionals. The CAA's regulatory role and GDS alignment suggest a focus on process, compliance, and standardized operational excellence, particularly in digital service delivery. The hybrid work model and emphasis on collaboration also point to a modern organizational approach.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level User Researcher. It requires independent execution of research projects while also contributing to broader team and organizational capability building. It's a step beyond junior roles, demanding autonomy and a solid portfolio, but not yet at a lead or senior management level.

Reporting Structure: The User Researcher will report to a Lead Researcher and work within various project-specific, multi-disciplinary Agile teams. This structure offers opportunities for mentorship from the Lead Researcher and practical experience collaborating with diverse functional experts.

Operations Impact: The User Researcher's impact is directly tied to the effectiveness and user-friendliness of the CAA's digital services. By ensuring services meet user needs and are accessible, the role contributes significantly to the CAA's mission of upholding safety standards and engaging effectively with its diverse stakeholders. This operational impact translates to improved customer satisfaction, streamlined processes, and enhanced regulatory compliance.

Growth Opportunities:

• UX Practice Development: Contribute to maturing UX capabilities at the CAA, potentially leading to specialization in specific research areas or UX strategy.

• Skill Enhancement: Deepen expertise in various research methodologies, accessibility standards, and Agile practices through hands-on project work and potential training.

• Leadership Potential: As part of "Capability Building," there's an opportunity to mentor junior researchers or take on more complex research initiatives, paving a path towards a Senior User Researcher or Lead Researcher role over time.

• Cross-Functional Exposure: Gain broad exposure to different areas of the CAA by working on various service projects, opening avenues into service design, product management, or operational strategy roles.

📝 Enhancement Note: For operations professionals, understanding the growth trajectory and impact potential is key. This role offers a blend of hands-on execution and strategic contribution to operationalizing research, providing a solid foundation for career advancement within UX/Research or related operational functions.

🌐 Work Environment

Office Type: The role is based in Gatwick, with a hybrid working arrangement. This suggests a mix of in-office collaboration and remote work, typical of modern professional environments. The CAA is also planning a relocation within a 15-mile radius of its current Gatwick office, indicating an evolving workspace.

Office Location(s): Primarily Gatwick, United Kingdom. The future relocation within a 15-mile radius of the current Gatwick office means the specific new location is yet to be determined but will remain local.

Workspace Context:

• Collaborative Environment: The role emphasizes working within multi-disciplinary, Agile teams, indicating a collaborative and interactive workspace where ideas are shared and developed collectively.

• Tools & Technology: Access to necessary user research tools for both in-person and remote sessions is implied. The mention of a "CX Toolkit" suggests a standardized set of tools and resources.

• Team Interaction: Regular interaction with designers, service owners, business analysts, and the Lead Researcher is expected, fostering a dynamic team environment.

Work Schedule: The role is full-time (approx. 40 hours/week) with a hybrid model and flexible working patterns. This allows for a balance between structured team collaboration in the office and focused individual work remotely, accommodating the demands of research analysis and documentation.

📝 Enhancement Note: The hybrid work model and planned office relocation are important considerations for operations professionals regarding work-life balance, commute, and the physical workspace. The emphasis on collaboration within Agile teams highlights the interconnected nature of operational roles.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of CV and portfolio to assess essential skills and experience.

• First Interview: Focus on core user research experience, methodological knowledge, and understanding of Agile environments. Likely to include behavioral questions.

• Portfolio Presentation/Workshop: A practical assessment where candidates present their portfolio, potentially discussing a specific case study, or participating in a mini research exercise. This is where they demonstrate their ability to translate research into actionable insights.

• Second Interview: May involve deeper dives into strategic thinking, stakeholder management, and cultural fit. Could include discussions with senior team members or hiring managers.

• BPSS Clearance: Successful candidates will need to undergo BPSS (Baseline Personnel Security Standard) clearance, which requires right to work in the UK and checks on identity, nationality, employment history, and criminal records.

Portfolio Review Tips:

• Showcase Impact: Focus on case studies that clearly demonstrate the impact of your research on service design and user outcomes, not just the methods used.

• Highlight Process: Detail your research process from problem definition to actionable recommendations, showing how you navigated challenges within an Agile context.

• Quantify Results: Where possible, include metrics or qualitative feedback that illustrate the positive changes brought about by your research.

• Tailor to CAA: Emphasize experience with public sector, regulatory environments, or GDS principles if applicable. Showcase your understanding of accessibility and inclusive design.

• Clarity & Conciseness: Ensure your portfolio is well-organized, easy to navigate, and that your contributions are clearly articulated.

Challenge Preparation:

• GDS Principles: Familiarize yourself with the GDS Service Design Manual and its principles.

• Agile Research: Prepare to discuss how you integrate research into Agile sprints and workflows.

• Problem-Solving Scenarios: Be ready to discuss how you would approach a hypothetical research problem relevant to the CAA's services.

• Accessibility Standards: Review UK government accessibility standards (e.g., WCAG) and how you incorporate them into research.

• Stakeholder Communication: Prepare examples of how you communicate research findings effectively to diverse audiences.

📝 Enhancement Note: The interview process emphasizes practical application and evidence of impact, which is common for operational roles. The portfolio review is a critical component, serving as a demonstration of 'doing' rather than just 'knowing'. BPSS clearance is a significant procedural step.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Experience with tools for remote usability testing, surveys, and participant recruitment (e.g., UserTesting.com, Maze, Qualtrics, SurveyMonkey, Lookback).

• Collaboration Tools: Proficiency in tools used for team collaboration and documentation within Agile environments (e.g., Jira, Confluence, Slack, Microsoft Teams).

• Design & Prototyping Tools: Familiarity with design and prototyping tools used by designers (e.g., Figma, Sketch, Adobe XD) to understand their workflows and integrate research feedback.

• Data Analysis Software: Ability to use or interpret data from tools for qualitative analysis (e.g., Dovetail, NVivo) and quantitative analysis (e.g., Excel, Google Sheets, basic statistical packages).

Analytics & Reporting:

• Analytics Platforms: Familiarity with web analytics tools (e.g., Google Analytics) to understand user behavior on live services.

• Reporting Tools: Ability to create clear reports and presentations using standard office software (e.g., PowerPoint, Google Slides, Word).

CRM & Automation:

• While not a primary focus, understanding how user research insights can inform CRM strategies or automated user journeys might be beneficial.

📝 Enhancement Note: While specific tools aren't listed, the description implies a need for proficiency in standard UX research software and collaboration platforms common in Agile and digital service environments. For operations professionals, understanding the tech stack is key to assessing workflow integration and efficiency.

👥 Team Culture & Values

Operations Values:

• Do The Right Thing: Emphasizes ethical conduct, integrity, and prioritizing user needs and safety in all operations.

• Never Stop Learning: Fosters a culture of continuous improvement, skill development, and adaptability, especially relevant in evolving digital and regulatory landscapes.

• Build Collaborative Relationships: Stresses the importance of teamwork, cross-functional collaboration, and open communication to achieve shared goals.

• Respect Everyone: Promotes an inclusive environment where diverse perspectives are valued and all individuals are treated with dignity.

Collaboration Style:

• Cross-Functional Integration: Works within Agile, multi-disciplinary teams, requiring seamless integration and communication with designers, developers, service owners, and business analysts.

• User-Centred Advocacy: Acts as an advocate for the user, ensuring their needs and perspectives are central to decision-making processes.

• Knowledge Sharing: Encourages the sharing of research insights and best practices to elevate the user research capability across the organization.

• Feedback-Oriented: Open to feedback and iterative improvement, both in research practices and service design.

📝 Enhancement Note: The explicitly stated company values ("Do The Right Thing," "Never Stop Learning," "Build Collaborative Relationships," "Respect Everyone") provide strong indicators of the expected work ethic and interpersonal dynamics within the CAA. For operations roles, aligning with these values is critical for successful integration and contribution.

⚡ Challenges & Growth Opportunities

Challenges:

• Embedding User Research: A key challenge will be continuing to embed user research and user-centred design practices across various teams and potentially resistant stakeholders within a large organization.

• Balancing Project Needs: Managing concurrent research projects across different service lifecycles while also contributing to capability building and documentation requires strong prioritization and time management skills.

• Public Sector/Regulatory Context: Navigating the unique requirements and complexities of a public sector, regulatory environment (like aviation) can present specific challenges related to compliance, security, and stakeholder engagement.

• Evolving Workspace: Adapting to the planned relocation of offices will require flexibility and adjustment to new working environments.

Learning & Development Opportunities:

• UX Practice Maturation: Directly contribute to and benefit from the growth of the CAA's UX and user research capabilities, potentially leading to specialization.

• Industry Exposure: Gain experience in the aviation and aerospace regulatory sector, a unique and critical industry.

• GDS Standards Mastery: Deepen understanding and application of Government Digital Services (GDS) standards for digital service delivery.

• Mentorship: Benefit from guidance and mentorship from the Lead Researcher and exposure to senior leaders in digital service delivery.

• Professional Development: Opportunities for training and development are implied through the company's value of "Never Stop Learning" and the role's focus on capability building.

📝 Enhancement Note: Identifying potential challenges and growth areas is crucial for operations professionals looking for roles where they can make a significant impact and develop their careers. This role offers a blend of tackling operational challenges in service delivery and contributing to the strategic growth of UX practices.

💡 Interview Preparation

Strategy Questions:

• User Research Strategy: "Describe how you would approach designing a user research strategy for a new digital service at the CAA, considering GDS standards and potential regulatory constraints." (Focus on planning, methodology selection, recruitment, and integration into Agile).

• Agile Research Integration: "How do you ensure user research findings are effectively integrated into an Agile development process, and what are common challenges you've overcome in this area?" (Highlight collaboration, communication, and iterative feedback loops).

• Problem Solving & Impact: "Walk us through a challenging research project where your insights led to a significant improvement in a product or service. What was the problem, your approach, and the measurable outcome?" (Emphasize your problem-solving process and ability to demonstrate impact).

Company & Culture Questions:

• CAA's Mission: "How do you see user research contributing to the CAA's mission of ensuring aviation safety and its role as a regulator?" (Connect user research to public service and regulatory goals).

• Values Alignment: "Can you provide an example of how you've embodied one of our core values (e.g., 'Never Stop Learning' or 'Build Collaborative Relationships') in a previous role?" (Prepare specific examples demonstrating alignment with CAA values).

• Accessibility Advocacy: "How do you champion accessibility and inclusive design within a team and ensure compliance with relevant standards?" (Showcase your commitment to inclusivity and knowledge of accessibility).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your role and approach, the research methods used, your key findings, the recommendations you made, and the impact of those recommendations.

• Show, Don't Just Tell: Use visuals where possible (e.g., anonymized quotes, journey map snippets, personas) to illustrate your work.

• Quantify Impact: If possible, present metrics or qualitative feedback that demonstrate the positive outcomes of your research (e.g., improved task completion rates, reduced user errors, higher satisfaction scores).

• Focus on Collaboration: Highlight how you worked with designers, developers, and other stakeholders throughout the research process.

• Be Prepared for Questions: Anticipate questions about your methodology, decision-making process, and how you handled any challenges or disagreements.

📝 Enhancement Note: Preparing for these types of questions and presentation strategies will directly address the operational requirements of the role and demonstrate the candidate's ability to deliver tangible results and align with the company's strategic objectives.

📌 Application Steps

To apply for this User Researcher position:

• Submit Application: Utilize the provided link on the Civil Aviation Authority careers portal.

• Curate Your Portfolio: Select 2-3 of your most impactful user research projects that best showcase your skills in Agile environments, diverse methodologies, and ability to drive service improvements. Ensure it highlights your contributions and the resulting impact.

• Tailor Your CV: Update your resume to clearly articulate your experience with user research, Agile methodologies, stakeholder management, and any relevant public sector or regulatory experience. Quantify achievements where possible.

• Practice Your Presentation: Rehearse your portfolio presentation, focusing on clear storytelling, demonstrating your research process, and explaining the impact of your work. Be ready to articulate how your skills align with the CAA's values and GDS standards.

• Research the CAA: Thoroughly review the Civil Aviation Authority's website, focusing on their digital services, GDS alignment, and company values. Understand their mission and how user research contributes to their regulatory objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, especially regarding specific interview processes and portfolio expectations, should be verified directly with the hiring organization before making application decisions. The BPSS clearance requirement is a significant factor to consider.