Senior User Researcher
c.£60,000 per annum
Bedford
Permanent
Hybrid Working
Are you a seasoned User Researcher driven by curiosity, empathy, and a commitment to inclusive design? Join us at MaPS, where you'll lead transformative research [SG1] that shapes digital experiences for millions. From uncovering complex user needs—including those shaped by access requirements and protected characteristics—to championing user-centred design across cross-functional teams, your work will directly influence how we help people manage their money today and for the future..
You'll collaborate with designers, analysts, policy experts, and delivery partners to ensure our services are not only evidence and data -informed, but also deeply human-centred, and GDS compliant. If you're ready to develop and improve inclusive services, challenge assumptions, and make research a strategic force for goodwe want to hear from you.
Role Overview
The Senior User Researcher will report directly to Lead User Researcher. Expectations for the role are aligned to the DDAT capability framework, User researcher - Government Digital and Data Profession Capability Framework.
In this role, you will be responsible for:
Key Responsibilities:
- Lead collaborative research programmes for complex projects to uncover user needs.
- Support GDS service assessments
- Conduct workshops, debriefs, group note-taking, and results presentations.
- Utilise analytics, customer feedback, and other data sources to inform research priorities and approaches.
- Evolve and champion user-centred design practices within the organisation.
- Work within cross-functional teams to challenge assumptions and ensure user needs are met through coherent propositions, content, and designs.
- Advise and educate colleagues across all levels in areas of special expertise.
- Communicate with designers and researchers on other programmes to avoid duplication, maximise learning, and ensure consistency across digital experiences.
- Assist internal colleagues and external partners in defining and evolving agile methodologies.
- Identify and mitigate potential negative impacts of research activities on users, particularly those who are vulnerable or experience exclusion.
- Collaborate with Business Analysts, Policy and Proposition Managers, and product owners to align business needs with research plans.
- Define user needs, use cases, personas, customer profiles, and scenarios as required.
- Create and disseminate research reports, presentations, and other artefacts to communicate research outcomes to diverse audiences.
You will need to demonstrate the following skills and experience.
To excel in this role, you will need to demonstrate:
- Experience in leading research design, production and analysis to inform user-centred design in a delivery-focussed environment.
- Ability to lead and support others in utilising a wide range of qualitative, quantitative, and observational methodologies, and experience of learning and adopting new methodologies.
- Proven ability to help multidisciplinary agile teams adopt a user-centred approach.
- Strong knowledge of GDS service standards and assessments.
- Experience researching diverse audiences using inclusive, ethical approaches to deliver accessible and inclusive services.
- Expertise in managing, analysing, and reporting on usability testing and qualitative discovery research.
- Ability to communicate research findings compellingly to drive user-centred decision-making.
- Experience of proactive stakeholder management and problem solving within an agile environment.
About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.
At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:
- Caring
We care about our colleagues and the people whose lives we are here to transform.
- Connecting
We will transform lives through our ability to make positive connections.
- Transforming
We are committed to transforming lives and making a positive societal impact.
Our Inclusive Working Environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”
Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.
What We Offer
· Generous Annual Leave – 30 days plus Bank Holidays
· Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
· Interest-free loan for season tickets for buses and trains
· Cycle to work Scheme
· Subsidised eye tests & flu jabs
· Life assurance scheme
· Give as you earn scheme
· Employee assistance programme (EAP)
· PAM Assist and PAM Life scheme (Wellbeing)
· Enhanced family and sick pay
· Paid volunteering (2 days a year)
· Recognition Scheme
· Discounts portal to numerous retailers
Flexible Working
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.
Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.
Application Process
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.
Step 1: Submit Your Application
Open: 22nd August | Deadline: 31st August
To apply, please submit the following two documents:
- Your most up-to-date CV
- A covering letter:
Please provide a cover letter (up to 500 words) explaining your motivation for the role and why you believe you are a strong fit for the position.
Important: Both documents are required to progress to the next stage. Incomplete applications will not be considered.
Step 2: Telephone Interview
Between 23rd August – 01st September
If your application is shortlisted, you will be invited to a telephone interview with one of our recruiters. This is an opportunity to:
- Discuss your experience in more detail
- Learn more about the role and our organisation
- Ask any questions you may have
Step 3: Final Stage Interview
Hosted on the 10th and 11th September
Successful candidates from the telephone interview will be invited to a remote final interview via Microsoft Teams. This stage will include:
- Task: Analyse a dataset, provide a clear interpretation of its findings, and explain how these insights could inform or support a research project.
- A series of competency-based interview questions
Job Reference: MaPS00950
Close Date: 31/08/2025
Job Types: Full-time, Permanent
Pay: £60,000.00 per year
Work Location: Hybrid remote in Bedford MK42 9AP