23357 - Senior User Researcher

This vacancy is only available to existing Civil Servant employees and employees of accredited non-departmental public bodies (NDPBs). Please review the "Eligibility" section before you apply.

Descriptions & requirements

Job description

HM Courts and Tribunals Service

Job Title: Senior User Researcher

Grade: Grade 7

Directorate: Digital Technology Services (DTS)

Location: National

Contract Type: Fixed Term – 12 months

Working Pattern: Full-time/Part-time/Flexible Working/Job Share

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Introduction

HM Courts & Tribunals Service (HMCTS) is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales. Our roles support our service users and colleagues, where people and businesses access potentially life-changing justice. We’re looking for individuals who are committed to public service and want to make a difference in people’s lives in delivering justice. If you’re interested in developing a career with a real purpose, please apply.

Job Description

We are redesigning and transforming services around the needs of our users. This includes digital services, as well as the physical court environment and the telephony services that support our customers.

The User Research team plays a key role in this transformation by generating actionable insights through primary research. These insights help shape and validate the design of services, ensuring they meet user needs and deliver the best possible experience. The team champions user-centred design principles, agile ways of working, and continuous improvement across HMCTS services and products.

Our team is made up of passionate user researchers who are committed to ensuring decisions are evidence-based and informed by the needs of users. The research you conduct will have a meaningful impact across the justice system, influencing services used by citizens, legal professionals, judges, and many other court and tribunal users.

As Senior User Researcher, your role will encompass several key aspects including but not limited to:

• Helping to define and design the research requirements for service teams
• Working with the Head of User Research to oversee user research across HMCTS
• Ensuring user research outputs our shared effectively across the organisation
• Mentoring and supporting user researchers at HMCTS
• Driving continuous improvement in the deployment of user research across a service delivery programme
• Identifying key stakeholders and their requirements through engagement and discussion
• Developing and maintaining constructive relations with all programme and project stakeholders. This will include staff and managers as customers, external suppliers, judiciary, other government departments

You will also provide strategic people leadership within your business area, setting clear expectations and holding teams to account for delivery against agreed objectives. Championing wellbeing, you will foster an inclusive management culture, making informed decisions that align with HMCTS and Civil Service priorities and driving capability development and performance.

Essential skills

• Extensive background in conducting user research across multiple services
• In-depth understanding of user-centred design principles and tools
• Proven ability to deliver public-facing user research
• Skilled in selecting and applying appropriate research methods to generate specific insights into user behaviour and needs
• Demonstrable success in facilitating and communicating with senior stakeholders, including Ministers, senior management teams and the public
• Experience of managing project or programme deliverables within budget

The below criteria are desirable only. These will not be assessed throughout the recruitment process, but will be used in the event of tied scores between candidates

Desirable skills

• Demonstrated expertise in leading user experience research or related functions, with a strong track record of guiding teams, shaping research strategy, and influencing decision making at an organisational level

• Experience of defining and implementing a strategic approach to user research
• Worked within an Agile software development project/programme

Application process:

This role will be recruited using a combination of the Government Digital and Data (GDD) Profession Capability Framework and the Success Profiles Frameworks during the sift and interview process.

Using GDD, we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the User-centred design roles job family and is a Senior User Researcher at Senior user researcher level and carries the title Senior user researcher in DTS.

Stage 1 - Sift:

To apply for this position, you must submit the following as part of your application:

• An anonymised CV, setting out your career history, key responsibilities and achievements. Your CV will be assessed against the essential criteria outlined within the Essential Skills section of this advert.

• A Statement of Suitability which should give us real life examples of how your skills and experience match those needed for this role. We recommend following the STAR

Please access the following link for guidance on how to apply - Application Guidance

Stage 2 - Interviews:

Successful candidates who pass the sift will be invited to interview via Microsoft Teams (details to be shared along with your invite). At interview stage, you will be assessed against Civil Service Behaviours. Details can be found under the interview stage assessment section on the advert. For Behaviours you will be expected to align your answers to the Government Digital and Data (GDD) Capability Framework

Presentation - You will also be required to deliver a 5-minute presentation at interview on user research methods. Full details of the presentation brief will be provided 7 days prior to the interview.

For further guidance on the interview process please click here

Important information

Salary details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

Travel requirements

This role requires travel to other HMCTS sites for fieldwork, team meetings and wider business needs. The level of travel required will vary in line with operational demand.

Proud to Serve. Proud to keep justice going.

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles: All successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale. This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity).

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Eligibility

Staff on fixed term appointments must have been recruited through fair and open competition.

Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.

Support

• A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
• Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
• For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
• Paid paternity, adoption and maternity leave.
• Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

• To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
• To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
• To the Civil Service Commission (details available here)

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 23357

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

Allowance

This role will be recruited using a combination of the Government Digital and Data (GDD) Profession Capability Framework and the Success Profiles Frameworks during the sift and interview process.

Using GDD, we will then determine if you will be paid an additional allowance, on top of your basic salary.

Application form stage assessments

Experience

We will assess your experience for this role via the following methods

CV or Work History, Statement of Suitability

Statement of Suitability

Guidance for the Statement of Suitability

Your Statement of Suitability should be no more than 750 words and should give us real life examples of how your skills and experience match those needed for this role. Consider addressing particular points within the person specification requirements and key responsibilities. We recommend following the STAR format.

You must ensure that any evidence submitted as part of your application is truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.

Evidence of Experience

CV or Work History, Statement of Suitability

Interview stage assessments

Interview Dates

Interview dates expected late November - this is subject to change.

Behaviours

Leadership

Changing and Improving

Seeing the Big Picture

Communicating and Influencing

Other Assessments

Which assessment methods will be used?

Presentation

Level of security checks required

DBS Basic

Use of Artificial Intelligence (Al)

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

General Information

Salary

The national salary range is £58,511 - £65,329, London salary range is £63,343 - £70,725. Your salary will be dependent on your base location

Working Pattern

Full Time, Part Time, Part Time/Job Share, Flexible Working

Vacancy Approach

Cross Government

Location

National

Region

National

Closing Date

02-Nov-2026

Post Type

Fixed Term, Detached Duty, Loan

Civil Service Grade

Grade 7

Number of jobs available

1

Reserve List

12 Months

Job ID

23357