User Researcher

📍 Job Overview

Job Title: User Researcher

Company: Greater London Authority (GLA)

Location: Union Street, London, England, United Kingdom

Job Type: Permanent, Full-Time

Category: User Centred Design / Operations Research

Date Posted: 06 August 2026

Experience Level: Mid to Senior Level (approx. 5-10 years)

Remote Status: Hybrid (up to 3 days in office)

🚀 Role Summary

• Spearhead end-to-end user research initiatives to inform the design and development of GLA products and services, ensuring a user-centric approach throughout all projects.

• Champion user research and user-centered design principles across the organization, fostering a culture of understanding user needs to drive digital transformation.

• Collaborate with multidisciplinary teams, including service designers, business analysts, and product owners, to translate user insights into actionable product enhancements and strategic decisions.

• Develop and maintain a comprehensive user research knowledge base, establishing standards and best practices for user researchers within the GLA.

• Analyze qualitative and quantitative data to measure value, inform product iterations, and ensure services are accessible, intuitive, simple, and inclusive for all Londoners.

📝 Enhancement Note: This role is positioned within the "User Centred Design" team, which sits under the Corporate Resources and Business Improvement (CRBI) Directorate. While not a traditional Revenue or Sales Operations role, the emphasis on data analysis, process improvement, user feedback loops, and informing strategic decisions aligns closely with the analytical and strategic thinking required in operational roles. The "User Researcher" title implies a focus on understanding internal and external user journeys, which can be directly mapped to optimizing internal processes and external service delivery for efficiency and effectiveness.

📈 Primary Responsibilities

• Plan and execute comprehensive user research projects, from defining research questions and objectives to employing rigorous and inclusive methodologies.

• Analyze and synthesize research data to produce clear, actionable outputs that directly inform decision-making for product and service development.

• Work collaboratively with diverse teams across the GLA to articulate objectives, understand agile ways of working, and demonstrate the value of user research in digital transformation.

• Support teams in making data-driven decisions that lead to improved services and products that better meet user needs.

• Analyze complex business areas and multidisciplinary team inputs to understand and articulate user needs, creating research and analysis plans to guide decision-making in nuanced areas.

• Build and execute backlogs of work, leveraging data to ensure services are accessible, intuitive, simple, and inclusive.

• Partner with product teams throughout the development lifecycle, measuring value and using qualitative and quantitative data to inform decisions and user stories.

• Track and monitor performance and outcomes to facilitate iteration and continuous improvement of digital products and services.

• Apply agile methodology and an agile mindset to all aspects of work, building collaborative relationships with colleagues and suppliers in a fast-paced environment.

• Contribute to a shared research and insight knowledge base that deepens understanding of Londoners' needs and informs how digital solutions can address them.

• Communicate research best practices to guide organizational decision-making and advocate for user-centered design and development across the GLA.

• Support the Senior User Researcher in establishing user research as a formal function within the GLA, setting standards, embedding practices, and cultivating a user research community.

• Quality assure the work of others, including external suppliers, to ensure it meets established design and research standards.

• Manage allocated resources effectively in accordance with the Authority’s policies and Code of Ethics.

• Participate in multi-disciplinary, cross-department, and cross-organizational groups and project teams, embracing a flexible approach to work.

• Promote London's diversity by enabling equality of opportunities and championing the diverse needs and aspirations of London's communities.

📝 Enhancement Note: The responsibilities heavily emphasize a data-driven, iterative, and collaborative approach to product and service improvement. For operations professionals, this translates to understanding how to gather requirements, optimize workflows based on user feedback, and contribute to strategic planning by providing evidence-based insights. The focus on "user stories" and "backlogs" is directly analogous to project management and process optimization tasks in operations.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a strong academic background in a relevant field such as Psychology, Human-Computer Interaction, Sociology, Anthropology, Design Research, or a related discipline is typically expected for advanced user research roles.

Experience: Proven experience in the user research profession, with a demonstrated ability to conduct end-to-end research projects from inception to live product stages. Experience working within multidisciplinary teams and agile development environments is crucial.

Required Skills:

• Proven experience in the user research profession, including a deep understanding of user-centered design and service design principles.

• Ability to design rigorous research, employ diverse methods to elicit insights into user and staff needs, and synthesize data into actionable recommendations and reports.

• Successful track record of working across multidisciplinary teams to deliver digital products using agile methodologies.

• Strong understanding of inclusive research and digital inclusion, with experience engaging diverse user groups and stakeholders for accessible online services.

• Excellent experience working with multiple stakeholders, demonstrating empathy, building relationships, managing expectations, and performing under pressure and change.

• Experience delivering user research to support the entire product development lifecycle.

• Ability to build and execute a backlog of work, translating user needs into clear user stories for product teams.

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

• Strong research communication skills: ability to gather, distill, and simplify large amounts of data, write concise reports that facilitate problem-solving, and explain user needs succinctly to diverse, non-expert audiences.

• Excellent analytical and problem-solving skills, with the ability to clarify ambiguous problems and question assumptions.

• Strong stakeholder focus, understanding diverse needs, removing barriers to understanding, and acting as a role model for putting Londoners first.

• Effective communication and influencing skills, able to synthesize complex viewpoints, negotiate effectively, and advocate positively for the GLA.

• Strategic thinking capabilities, able to work with a view to the future and prioritize work in line with GLA objectives.

• Excellent planning and organizing skills, including prioritizing work, making contingency plans, and ensuring high standards of delivery.

• Proficient in building and managing relationships, developing professional rapport, and fostering an environment of respect and joint working. Preferred Skills:

• Knowledge of the cross-government DDAT (Digital, Data and Technology) framework and wider developments in government digital transformation.

• Experience with experimentation and innovation techniques.

• Coaching and mentoring skills.

• Passion for tech for good and a proven desire to work in a public service organization solving complex problems.

• Passion for building diverse teams and communities.

• Experience persuading organizations to adopt product and design thinking, especially those not yet embracing digital ways of working.

• Experience working in digital within the public sector.

• Active participation in the public sector digital community.

• Experience working with APIs and microservices architecture and managing relationships between interdependent product and platform teams.

📝 Enhancement Note: The emphasis on "translating user needs into user stories" and "working with product teams throughout the development lifecycle" is highly relevant for operations professionals looking to bridge the gap between user insights and operational implementation. The "Skills, knowledge and experience" section is quite detailed, suggesting a need for candidates to map their experience directly to each listed criterion.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of End-to-End Research Projects: Showcase a portfolio that details your experience in planning, conducting, analyzing, and presenting user research for digital products or services. Each case study should clearly outline the research objectives, methodologies employed, key findings, and the impact of your research on product/service improvements.

• Demonstration of Inclusive Research Practices: Include examples that illustrate your commitment to and experience with inclusive research, highlighting how you have engaged diverse user groups and ensured accessibility in your research methods and outputs.

• Evidence of Cross-Functional Collaboration: Present examples of how you have worked effectively with multidisciplinary teams (e.g., designers, developers, product managers) and stakeholders, demonstrating your ability to translate research insights into actionable recommendations that influence decision-making.

• Analysis and Synthesis of Complex Data: Showcase your ability to distill large volumes of qualitative and quantitative data into clear, concise, and impactful findings that are easily understood by non-expert audiences.

Process Documentation:

• Research Planning and Execution: Provide documentation or examples of research plans, including how you frame research questions, select appropriate methodologies, and manage research logistics for complex projects.

• Data Analysis and Synthesis Methods: Detail the approaches and tools you use for analyzing qualitative and quantitative user research data, including methods for synthesizing findings into coherent insights and recommendations.

• Communication of Research Outputs: Showcase examples of research reports, presentations, or other deliverables that effectively communicate user needs and inform decision-making, demonstrating your ability to tailor communication to different audiences.

📝 Enhancement Note: While this role is not directly "operations" in the traditional sense, a strong portfolio demonstrating the ability to gather requirements, analyze data, drive process improvements based on insights, and communicate findings is critical. Operations professionals can leverage their experience in process mapping, data analysis, and project management to build a compelling portfolio that highlights their analytical rigor and ability to influence outcomes.

💵 Compensation & Benefits

Salary Range: £52,305 per annum (Grade 8)

Benefits:

• 30 days annual leave

• Interest-free season ticket loan

• Interest-free bicycle loan

• Career average pension scheme

• Hybrid working arrangements (up to 3 days in office per week)

• Frequent salary payments (paid every four weeks)

Working Hours: Approximately 40 hours per week. The role embraces flexible working, allowing for a hybrid arrangement.

📝 Enhancement Note: The stated salary of £52,305 aligns with a mid-to-senior level professional role within the public sector in London. This figure is competitive for a User Researcher with the specified experience. The benefits package is standard for public sector roles in the UK, offering good work-life balance and financial security.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector, specifically within the Greater London Authority (GLA) Group.

Company Size: The GLA Group comprises multiple organizations, but the GLA itself is a substantial public body. The "User Centred Design" team is part of the Corporate Resources and Business Improvement (CRBI) Directorate, indicating a focus on internal efficiency and service delivery improvement.

Founded: The Greater London Authority was established in 2000.

Team Structure:

• The User Centred Design (UCD) team is a multidisciplinary unit bringing together specialists in digital engagement, service design, user research, business analysis, content design, interaction design, and performance analysis.

• This role reports to the Lead Service Designer and is accountable for allocated resources.

• The team works collaboratively with various GLA policy teams, managers, officers, product managers, delivery managers, testers, product owners, contractors, suppliers, and other internal departments like the Digital Experience Unit and Marketing. Methodology:

• The team operates with a shared mission to make all products and services as inclusive, accessible, and user-centric as possible.

• Agile methodology and an agile mindset are core to the team's approach, emphasizing iterative development, quick delivery, and collaborative relationships.

• A strong focus on data analysis, performance measurement, and using qualitative and quantitative data to inform decisions and drive iteration.

• Emphasis on creating and maintaining a user research knowledge base to support organizational learning and decision-making.

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

📝 Enhancement Note: The GLA's commitment to diversity, inclusion, and serving Londoners is central to its mission. For an operations professional, understanding this public service ethos is key. The emphasis on multidisciplinary teams and agile working suggests a dynamic environment where collaboration and continuous improvement are valued.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as Grade 8, indicating a mid-to-senior level position within the GLA structure. It involves significant autonomy in research planning and execution, influencing strategic decisions, and contributing to the development of a functional area (user research) within the organization.

Reporting Structure: The User Researcher reports to the Lead Service Designer, placing them within a design-focused team that bridges user needs with service delivery. This structure allows for direct interaction with senior design leadership and exposure to strategic planning.

Operations Impact: The role's impact is centered on improving the effectiveness, inclusivity, and accessibility of GLA products and services. By ensuring user needs are at the forefront of development, this role directly influences citizen satisfaction, operational efficiency, and the achievement of GLA's policy objectives through digital means. The insights generated can lead to more efficient resource allocation and better service outcomes.

Growth Opportunities:

• Functional Specialization: Deepen expertise in specific user research methodologies, inclusive design, or particular domains relevant to GLA's work (e.g., transport, housing, environment).

• Leadership Development: Progress to a Senior User Researcher role, potentially leading research initiatives, mentoring junior researchers, and playing a key role in shaping the user research function.

• Cross-Functional Advancement: Leverage research insights and understanding of service design to move into roles like Service Designer, Product Manager, or Business Analyst within the GLA or other public sector organizations.

• Knowledge Sharing & Community Building: Contribute to building the user research community of practice, developing training materials, and influencing wider organizational adoption of user-centered practices.

📝 Enhancement Note: For operations professionals, this role offers a pathway to apply analytical skills in a user-focused context. Growth opportunities include deepening expertise in data analysis, process optimization through user feedback, and influencing strategic direction by providing evidence-based insights, which are all transferable to advanced operations management or strategy roles.

🌐 Work Environment

Office Type: The GLA operates a hybrid working model, with staff expected to spend up to 3 days per week in the office. The primary office location is Union Street, London. This suggests a modern, collaborative workspace designed to accommodate both focused individual work and team interaction.

Office Location(s): Union Street, Greater London Authority. This central London location offers good accessibility for public transport users.

Workspace Context:

• Collaborative Environment: The UCD team's structure and the hybrid working model encourage collaboration between researchers and other specialists (service designers, business analysts, etc.), fostering a dynamic exchange of ideas.

• Tools and Technology: While specific tools aren't detailed, the role implies the use of standard user research tools, data analysis software, and collaboration platforms (like MS Teams for interviews). Expect access to necessary digital tools for research, analysis, and communication.

• Team Interaction: Regular interaction with colleagues in the UCD team, as well as with various stakeholders across different GLA directorates and external suppliers, is a key aspect of the role.

Work Schedule: The role is full-time, with an approximate 40-hour week. The hybrid model allows for flexibility in balancing office-based and remote work, accommodating the need for focused research analysis and collaboration.

📝 Enhancement Note: The hybrid work arrangement is a significant factor for work-life balance. For operations roles, understanding how to manage projects and collaborate effectively across different work settings is increasingly important. The emphasis on collaboration within the UCD team highlights the importance of strong interpersonal skills for success.

📄 Application & Portfolio Review Process

Interview Process:

• Application Review: Your CV and Personal Statement (max 1500 words) will be reviewed by a panel against the essential criteria. Ensure your personal statement directly addresses how you meet each requirement.

• Shortlisting: Successful candidates will be invited for an interview/assessment.

• Interview/Assessment: This will likely include a presentation of your portfolio, focusing on how you demonstrate the essential criteria and behavioural competencies. Expect questions that delve into your research process, problem-solving approach, and stakeholder management skills. The interview may also involve a practical exercise or case study.

• Final Evaluation: The process aims to assess your research capabilities, communication skills, strategic thinking, and cultural fit within the GLA's user-centered and collaborative environment.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest projects that best demonstrate your end-to-end user research experience, focusing on impact and outcomes.

• Structure for Clarity: For each project, clearly outline: the problem/objective, your role, research questions, methodology, participant recruitment, key findings, insights derived, recommendations, and the impact/outcomes of your research. Use visuals where appropriate (e.g., personas, journey maps, key quotes, charts).

• Highlight Process & Rationale: Explain why you chose certain methods, how you analyzed data, and how you translated findings into actionable recommendations. This demonstrates your critical thinking.

• Showcase Collaboration: Provide examples of how you worked with multidisciplinary teams and influenced stakeholders.

• Address Essential Criteria: Directly link elements of your portfolio to the essential criteria listed in the job description.

• Prepare for Presentation: Be ready to present your portfolio concisely and answer detailed questions about your process, decisions, and impact. Practice explaining complex findings to a non-expert audience.

Challenge Preparation:

• Behavioral Competencies: Prepare examples using the STAR method (Situation, Task, Action, Result) for each of the listed behavioural competencies (Research and Analysis, Problem Solving, Stakeholder Focus, Communicating and Influencing, Strategic Thinking, Planning and Organizing, Building and Managing Relationships).

• GLA Context: Research the GLA's current initiatives, strategic priorities, and challenges. Understand their mission and how user research contributes to public service delivery in London.

• User Research Best Practices: Be prepared to discuss current trends, ethical considerations, and best practices in user research, particularly within the public sector context.

📝 Enhancement Note: For operations professionals, the emphasis on a "Personal Statement" addressing "essential criteria" and a "portfolio" is a strong parallel to demonstrating impact through case studies and highlighting relevant skills in a cover letter or executive summary. Focus on framing your operational achievements in terms of process improvement, efficiency gains, and stakeholder satisfaction, using data and quantifiable results.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: While not explicitly listed, expect proficiency with tools for conducting online interviews and surveys (e.g., Zoom, Microsoft Teams, SurveyMonkey, Qualtrics).

• Data Analysis & Synthesis Tools: Proficiency with qualitative data analysis software (e.g., Dovetail, NVivo, Miro for synthesis) and potentially quantitative analysis tools (e.g., Excel, SPSS, R for statistical analysis).

• Collaboration Tools: Experience with collaborative platforms like Miro, Mural, or similar for brainstorming, affinity mapping, and workshop facilitation.

• Project Management Tools: Familiarity with agile project management tools such as Jira, Trello, or Asana for managing backlogs and tracking progress.

Analytics & Reporting:

• Data Visualization Tools: While not a primary focus, understanding how to interpret and present data from performance dashboards (e.g., Google Analytics, Power BI, Tableau) would be beneficial.

• Reporting Software: Ability to generate clear, concise reports using standard office software (e.g., Microsoft Word, PowerPoint).

CRM & Automation:

• CRM Systems: While not directly managing a CRM, understanding how user data is managed in CRM systems can provide context for user segmentation and journey mapping.

• Automation Tools: Familiarity with how automation can streamline research processes or data collection could be advantageous.

📝 Enhancement Note: Operations professionals will likely be familiar with many of these tools, particularly project management and data analysis software. The key is to frame your experience with these tools in the context of gathering insights, improving processes, and driving efficiency, which are core to both user research and operations.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental value is placing the needs and experiences of Londoners at the center of all product and service design.

• Inclusivity & Accessibility: A strong commitment to ensuring all services and products are accessible and inclusive for diverse user groups, reflecting London's diversity.

• Collaboration: A highly collaborative environment where multidisciplinary teams work together, sharing knowledge and expertise to achieve common goals.

• Data-Driven Decision Making: A reliance on evidence, qualitative and quantitative data, to inform decisions, iterate on solutions, and measure impact.

• Agile Mindset: Embracing flexibility, iterative development, continuous learning, and quick delivery to respond effectively to evolving needs.

• Continuous Improvement: A drive to constantly evaluate and enhance products, services, and processes based on user feedback and performance data.

Collaboration Style:

• Cross-Functional Integration: Researchers work closely with designers, analysts, product managers, and policy teams, acting as a bridge between user needs and business objectives.

• Open Communication: Emphasis on transparent and inclusive communication, sharing insights, and actively seeking diverse perspectives.

• Knowledge Sharing: A culture that encourages building and maintaining shared knowledge bases and communities of practice to foster collective learning and expertise.

• Iterative Feedback Loops: Regular feedback loops with product teams and stakeholders to refine research approaches and ensure insights are actionable.

📝 Enhancement Note: The values of user-centricity, data-driven decision-making, and continuous improvement are highly aligned with core operations principles. Highlighting your experience in driving efficiency, optimizing processes, and using data to inform strategic choices will resonate strongly with the GLA's culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Advocating for User Research: In an organization with diverse stakeholders and potentially varying levels of digital maturity, consistently advocating for the value and necessity of user research can be a challenge.

• Managing Diverse Stakeholder Needs: Balancing the needs and expectations of multiple stakeholders with potentially conflicting interests requires strong negotiation and influencing skills.

• Complexity of Public Services: Working with complex public service areas and nuanced policy objectives requires deep analysis and the ability to derive actionable insights from challenging research questions.

• Establishing and Scaling a Function: Supporting the Senior User Researcher in establishing user research as a formal function and embedding it across all digital and data services requires strategic planning and change management.

• Maintaining Research Rigor in Agile Cycles: Ensuring robust research practices are maintained within fast-paced agile development cycles can be demanding.

Learning & Development Opportunities:

• User Research Specialization: Opportunities to deepen expertise in advanced qualitative and quantitative research methods, ethical research practices, and specific research domains.

• Service Design and Digital Transformation: Exposure to broader service design principles and the intricacies of digital transformation within a large public sector organization.

• Mentorship and Coaching: Potential to be mentored by senior design and research leaders, and to mentor less experienced colleagues or suppliers.

• Industry Engagement: Participation in public sector digital communities and conferences to stay abreast of best practices and emerging trends.

• Cross-functional Skill Development: Opportunities to learn about business analysis, product management, and policy development within the GLA.

📝 Enhancement Note: For operations professionals, the challenges of stakeholder management, process implementation, and driving change are familiar. Framing your experience in overcoming these challenges will be valuable. The growth opportunities emphasize continuous learning and skill diversification, which are hallmarks of successful operations careers.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex user research project you led from inception to completion. What were the key challenges, your approach to overcoming them, and the ultimate impact of your findings on product or service improvement?" (Focus on end-to-end process, problem-solving, and quantifiable results).

• "How do you balance the needs of diverse stakeholders with differing priorities when conducting user research? Provide an example of a time you successfully managed conflicting expectations." (Emphasize stakeholder management, empathy, and negotiation skills).

• "Imagine you need to conduct user research for a critical public service with limited time and budget. How would you prioritize your research questions and methodology to deliver the most impactful insights?" (Demonstrate strategic thinking, prioritization, and resourcefulness). Company & Culture Questions:

• "Why are you interested in user research within the public sector, specifically for the Greater London Authority?" (Showcase your understanding of GLA's mission, public service impact, and commitment to diversity/inclusion).

• "How would you contribute to building and maintaining a user research knowledge base and community of practice within the GLA?" (Highlight your proactive approach to knowledge sharing and process standardization).

• "Describe a situation where your research findings challenged existing assumptions or proposed a significant change to a product or service. How did you communicate your findings and influence decision-makers?" (Focus on communication, influencing skills, and data-driven advocacy). Portfolio Presentation Strategy:

• Tell a Story: Structure your portfolio presentation around compelling narratives for each project, highlighting the problem, your journey, and the positive outcomes.

• Focus on Impact: Quantify the impact of your research whenever possible (e.g., "led to a X% increase in user satisfaction," "reduced user errors by Y%," "informed a product pivot that saved Z resources").

• Demonstrate Process Rigor: Clearly explain your research methodology, why you chose specific methods, and how you ensured data quality and inclusivity.

• Highlight Collaboration: Showcase how you worked with teams and stakeholders, providing examples of successful partnerships and influence.

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

📝 Enhancement Note: Operations professionals can adapt these strategies by focusing on their own portfolio of projects. Instead of user research, highlight process optimization initiatives, system implementations, or data analysis projects. Frame the "problem" as an operational inefficiency or business challenge, your "approach" as the project methodology, and the "impact" as cost savings, efficiency gains, or improved business outcomes.

📌 Application Steps

To apply for this User Researcher position:

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

• Craft a compelling Personal Statement (max 1500 words) that directly addresses how you meet each of the essential criteria outlined in the job description. Use specific examples from your experience.

• Optimize your CV to highlight your most relevant user research experience, skills, and achievements, ensuring it aligns with the job requirements and keywords. Remember to remove personally identifiable information that could cause discrimination.

• Prepare your Portfolio with 2-3 strong case studies that showcase your end-to-end research process, data analysis, stakeholder collaboration, and impact. Be ready to present this during the interview stage.

• Research the GLA thoroughly, understanding their mission, current projects, and the role of user-centered design within the organization. Familiarize yourself with their Competency Framework.

• Practice your interview responses, particularly using the STAR method for behavioural questions and preparing to articulate your portfolio projects clearly and concisely.

⚠️ 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.