Lead User Researcher

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Date: 20 May 2025

Location: Gatwick, GB

Company: Civil Aviation Authority

Lead User Researcher 

 

Salary: £67,000 - £75,000, dependent on experience. 

Contract Type: FTC 12-18months  

Visa Restrictions: This position does not (currently) offer visa sponsorship. 

Security Level: SC 

To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role this will need to be 5 years. If you do not meet these requirements, we may not be able to accept your application. For more information on CTC and SC clearance please visit - Vetting explained - GOV.UK (www.gov.uk) 

 

 
 

The CAA is the UK's aviation regulator, responsible for keeping passengers and the general public safe. Recognised as a world leader in our field, we are at the cutting edge of the exciting and ever-changing aviation environment. Never standing still, our work includes diverse activities from driving world-class safety standards, through minimising the environmental impact of aviation on local communities to the ATOL holiday financial protection scheme. 

 

The Role  

CAA is looking to embed and expand user research into the wider organisation and equip colleagues who have responsibility for the continuous improvement of services, the key skills, knowledge and behaviours they require to be fully aware of the importance and impact of effective user research.  Currently this capability is delivered by the projects and programme delivery function that acts as the custodian of GDS-aligned delivery approaches. 

 

As a Lead User Researcher, you will be responsible for leading and executing user research projects to inform service design and development. Working closely with cross-functional teams, including product managers, analysts, designers, and developers, to ensure that user insights are integrated into our services.  Your expertise in qualitative and quantitative research methods will be crucial in shaping the direction of our services and improving user satisfaction. 

 

Additionally, you will mature the User Research capability within CAA providing leadership, mentoring and coaching activities to colleagues as required.  Working closely with the Head of Customer Experience you will build upon the tools, templates and approaches that we’ve developed to truly embed the concept of customer first across the authority. 

 

A key aspect of this role is ensuring services are accessible and inclusive, catering to all users, regardless of their abilities or circumstances. 

 

Core Accountabilities 

  • Lead all critical user research activities utilising and developing further CAA delivery frameworks and CX Toolkit. 

  • Work with change and service delivery specialists to conduct research to an appropriate breadth and depth for the service requirements. 

  • Partner with service owners and change delivery teams to share insights and inform service design, ensuring other researchers and designers are building a coherent experience across CAA services. 

  • Influence creation and enhancement of services that are inclusive and accessible to all users, ensuring equity in the user experience and compliance with accessibility standards. 

  • Maintain excellent knowledge of the participant recruitment process, utilising and developing existing process for participant recruitment that are fully conformant to GDPR (General Data Protection Regulation) policies and align to GDS standards. 

  • Engage proactively with stakeholders throughout the research process, managing expectations and ensuring the right people are informed, engaged and involved, creating actionable knowledge to influence service design decisions. 

  • Continually raise the bar for user research, demonstrating a deep understanding of good practice and actively seeking ways to evolve and improve our services; identify opportunities for user research to add further value, including enhancing the CX toolkit; being a champion for user-centered design and service development at CAA. 

  • Contribute to expanding the user research footprint at CAA by empowering and educating service owners and others on the value and practicalities of user research as necessary using techniques and approaches appropriate to the task. 

 

About you 

Essential Criteria:  

  •  Proven experience in user research, preferably in a lead or senior role, as well as user research delivery, capability build, user research tools and software. 

  • Strong knowledge of qualitative and quantitative research methods. 

  • Confidently manage high level analytical and complex challenges and ability to communicate complex ideas. 

  • Working collaboratively and in a dynamic team environment.  

  • Experienced at rapid prototyping to test, iterate and validate design solutions. 

  • Confidently engage with stakeholders, with the ability to influence at different levels being a confident communicator at all levels within CAA and externally and being able to distil complex concepts into concise and accurate narratives. 

  • Experience of GDS including leading user research activities during Discovery, Alpha and Beta phases and has a strong understanding of what's required for each stage and how user research activities evolve through the stages. 

  • Confidently work within an Agile team, understanding synergies and dependencies across key allied roles comprising service designers, product and service owners, business analysts, continuous improvement coaches and other researchers. 

  • Able to translate research findings into specific prioritised recommendations to improve service outcomes. 

  • Confidently mentor and coach colleagues, acting as a champion for user-centric design and the role effective user research plays in creating services that meet user needs. 

 

Desirable Criteria:  

  • Working knowledge of the public sector. 

  • Working knowledge of a regulatory environment or within the aviation industry 

 

 What Can We Offer You?  

As an employer we are focused on the development of our people, and you will have the opportunity to work alongside creative and collaborative team members who are keen to make a difference to the organisation.  

 

Relocation & Property 
The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations. We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers. We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028 

 

Inclusive Recruitment 

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.  

 
As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know. 

 
Working With Us 

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.  

 
We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.  

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!  

 
 Our Values 
Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here 
  

Closing Date: 3rd  June 2025  

Interview Date: Week commencing  9th June 2025  

 

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible. 

No Recruitment agencies 

 


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