Senior User Researcher - Fixed Term until 31 March 2021

Job reference: 000680

Location: London

Closing date: 31/08/2020

Job posted date: 03/07/2020

Salary: £45,695 plus £3,520 London Allowance

Employment type: Fixed Term

Department: Customer Journey

Hours per week: 36.15

Interview date: tbc

Contract Duration: 31/03/2021

At this time of national crisis, your skills are needed more than ever. Citizens Advice are looking for a senior user researcher to join our mission and help the most vulnerable.

In these unprecedented times, Citizens Advice are at the frontline of helping people to face the challenges presented by the coronavirus pandemic. Our digital services are seeing record-breaking demand, with 2.2 million people seeking advice from our website. Our teams are working hard to provide the best advice for people in difficult situations. We’re responding rapidly to people’s changing needs, and helping those who need us most.

Citizens Advice is focused on delivering better services using the best technology and design, all informed by people’s needs. Our team’s mission is to understand people’s problems and provide accessible support to meet their needs through multi-channel products and services.

The Role

We’re looking for an experienced Senior User Researcher to lead our user research strategy and activities across a large multi-channel service. You’ll spend your time working with our project teams to deliver new end to end services, as well as championing user centred design across the programme. 

You will be passionate about helping organisations to understand and design for user needs, and working with content designers, service designers and developers to use research insights and ensure user needs are met. 

As a senior user researcher at Citizens Advice, you’ll be passionate about using data and research to help your team design products and services that work across multiple channels, devices, browsers and platforms. You’ll be an active member of the user research team; contributing to high-quality research, managing and mentoring more junior researchers, sharing your skills and learning from others.

You’re comfortable leading user research strategies in a complex environment using a range of qualitative and quantitative methodologies.

We're looking for someone passionate about using research to understand complex problems and ensure we design services that meet the needs of the most vulnerable. Our products will impact people’s everyday lives. It’s an exciting thing to be part of. We need you.

To apply, please submit your CV and cover letter outlining how you meet the essential criteria described in the person specification. If you have a portfolio or examples of work, please include links to them as well. 


Please note that we’re recruiting for this position on a rolling basis. We will shortlist and interview candidates as they come in. Please don’t wait until the closing date to submit your application. 

Here are four ways you can find out more about us and our work:

Beyond the job pack: 4 staff describe what it’s like to work at Citizens Advice, by Gemma Byrne

How we’re making our services more effective, user centred and easier to use by Rebecca Kemp, Director of Customer Journey

If you push beyond digital, what happens next? by James Plunkett, Executive Director of Advice & Advocacy

A beginner’s guide to speech to text software by Jamie Gibson, User Researcher

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented throughout Citizens Advice. We are a member of the race equality campaign at Business in the Community, the Prince’s responsible business network and are committed to improving employment opportunities for ethnic minorities across the UK. We also welcome applications from, LGB and Trans and non binary candidates.

We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role as set out in role profiles.

Please note, in the event of a high number of applications, we reserve the right to close the application early.