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Lead Associate - User Researcher

Reporting to: Digital Project Manager
Team: Communications
Contract type: Permanent and fixed term/internal secondment for 12 months
Salary: From £39,668 per annum
Location: Brighton
Closing date: Friday 29 May 2020

Job ref: 1792

TPR grade: 9

About us

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


We’re looking for a User Researcher to join our Online Services team to plan, design and carry out research activities with users. You’ll help us understand what people need from our website, intranet and learning platform.

TPR is at an early stage of introducing service design. You can help us shape our approach. While informing the design of digital services, you’ll be mindful of the multiple ways users interact with us. You’ll work alongside customer service staff and market researchers to gain a full view of the user experience.

Your work will include reviewing the user experience of our website, understanding how different users interact online when providing us with information, or completing a transaction; refining our personas; undertaking user research to understand the impact of our online content; and consolidating existing data and research into actionable insights for delivery teams.

You will work alongside a small team of digital experts, including business analysts, performance analysts, content designers and interaction designers.


  • Organise user recruitment and user panels.
  • Plan, design and carry out research activities with users, writing up research into user stories so we can build better digital products.
  • Work with others to consolidate existing research into actionable insights (eg leading workshops to develop user experience maps).
  • Meet with internal stakeholders to sense check existing user tasks and how these might change, as we introduce new ways of regulating pensions.
  • Introduce new methodologies, testing approaches, frameworks and tools for user research and transfer knowledge to the wider team.

Essential and desirable criteria


  • Understands and has experience of a range of user research methods. Able to choose appropriate methods for different life cycle phases and situations. Knows how to apply methods correctly.
  • Able to turn research data into clear findings that inform decisions. Knows how to involve colleagues in analysis and synthesis to increase consensus and challenge assumptions.
  • Understands the diversity of users of government services. Knows how to include all kinds of users in appropriate research activities to help teams deliver accessible services.
  • Understands user centred design practices and knows how to embed them into an agile workflow to deliver timely findings. Can work in an open, iterative and collaborative way in a multidisciplinary team.
  • Understands the social and technological context for government services. Can help colleagues understand how digital technology is changing user behaviour, and the challenges and opportunities for government services.
  • Experience using relevant software such as online remote usability testing tools, research tools and analysis tools.


  • Demonstrates knowledge of the technologies used to build and operate digital services.
  • Understands the different technical roles in a multidisciplinary team.

Person specification

  • Proactive and flexible.
  • Can do approach.
  • Communication skills at all levels.
  • Attention to detail and accuracy.
  • Personable and a team player.

Salary and benefits

As well as a starting salary of £39,668 we offer:

  • Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
  • discretionary bonus arrangements
  • access to performance related pay progression
  • 25 days annual leave provision
  • flexible working arrangements
  • development opportunities
  • enhanced parental leave arrangements
  • a free employee assistance programme
  • an excellent office location in Brighton

How to apply

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation. TPR welcomes applications from the BME and LGBT communities who are currently under represented at TPR.

Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

Applications will be considered on a part time and job share basis.

Please send your CV to along with a covering letter ,quoting ref 1792 with details of how your experience and skills meet our essential criteria and details of your notice period. 

Please be aware we are currently holding interviews through Skype due to COVID-19.

Please send your CV and a covering letter, with details of how your experience and skills meet our essential criteria to