User Researcher

Overview

Join to apply for the User Researcher role at Civil Aviation Authority.

Salary: £40,000 to £50,000 per annum dependent upon experience. Contract Type: 12 Month Fixed Term Contract. Security Level: BPSS. Visa Restrictions: This position does not offer visa sponsorship.

We are the UK's aviation and aerospace regulator and are recognised as a world leader in our field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Role

The CAA is looking for a User Researcher to join our team and help us build better services for our customers. Our work is guided by the Government Digital Services (GDS) approach and CAA standards, which emphasise user-centred design and continuous improvement.

You will be a key part of both project delivery and supporting the expansion of our user research capabilities across the organisation. You will lead your own research projects for new and existing services, while also supporting the lead researcher and helping other teams understand the value of user research when required. This is a proactive and independent role where you can seek guidance when needed.

Responsibilities

• Hands on experience of conducting user research from recruitment of users, planning activities, and moderating sessions.
• Conduct a variety of research activities, such as customer journey mapping, usability testing, and persona creation, using qualitative, quantitative, or mixed-method approaches.
• Contribute to creating better products and services that solve users’ problems and meet their needs.
• Work closely with cross-functional teams including designers, service owners, and business analysts to ensure research findings directly inform service design and development within an Agile environment.
• Experience working in multi-disciplinary, agile teams where user research has influenced the design of a product/service.
• Understanding of a range of tools and practices for both in-person and remote research.
• Translate complex research findings into clear, actionable recommendations for improving services.
• Ensure all services are accessible and inclusive for everyone, and comply with government accessibility standards.
• Help to embed user-centred design and user research best practices into teams and the wider business.

Capability Building

• Support the lead researcher in maturing our user research practices and identifying new opportunities for research to add value.
• Contribute to developing a "playbook" by documenting and enhancing our research practices and tools (the CX Toolkit).
• Educate and empower colleagues across the organisation on the importance and practicalities of user research and user-centred design.

Who We're Looking For

Essential Skills and Experience

• Experienced User Researcher with a strong portfolio showcasing a variety of research techniques.
• Comfortable working within an Agile environment and understanding how research fits into the entire service lifecycle, from alpha to live service.
• Strong storytelling, communication, stakeholder management and facilitation skills who can distil complex concepts into concise narratives for both technical and non-technical audiences.

Desired Skills and Experience

• Experience working with the public sector or in a regulatory/aviation environment.
• Knowledge of the Government Digital Services (GDS).
• A love of learning to improve user experience as well as developing your skills in parallel.
• Experience in accessibility testing.

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or nationally protected information. The post holders must undergo National Security Vetting and achieve the appropriate level of clearance. To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

If you do not meet these requirements, we may not be able to accept your application.

For more information on BPSS clearance please visit - BPSS clearance

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House to new premises in a few years’ time. We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our 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. We are a Disability Confident employer and will guarantee an interview for applicants who meet the minimum criteria. If you require an adjustment for any reason, please let us know.

Working With Us

We are on a journey towards being increasingly adaptable, with cross-functional collaboration and opportunities to develop your career with us. We offer hybrid working and flexible patterns and a range of benefits including flexible working, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, a 5-day leave purchase scheme, a generous pension, and more.

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone.

Closing Date

Sunday 25th January 2026

Interview Date: Week commencing Monday 26th January or 2nd February 2026

Note: We reserve the right to close this vacancy early if we receive sufficient applications. No recruitment agencies please.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Consulting and Research
• Industries: Airlines and Aviation and Public Safety

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