User Researcher | The Pensions Regulator Skip to main content

Your browser is out of date, and unable to use many of the features of this website

Please upgrade your browser.


This website requires cookies. Your browser currently has cookies disabled.

Lead Associate - User Researcher

Reporting to: Head of Online Services
Team: Online Services
Contract type: Fixed-term until 31 March 2020
Salary: £32,001 per annum
Location: Brighton
Closing date: Sunday 31 March 2019

Ref: 1461

TPR Grade: 9 - Lead Associate

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 growing 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, that help us gain a deep understanding of the people that use our website.

Research will inform content and interaction design so that the information we provide works well for users and achieves the policy intent.

This role will have a particular focus on digital services, while being mindful of the multiple ways users interact with the organisation. Projects will include reviewing the user experience of our website; refining our personas; undertaking user research to understand the impact of our educational materials on our users; understanding the online and offline experiences of our users; understanding how different users interact with the website; and consolidating existing data and research into actionable insights for delivery teams.


  • Introduce new methodologies, frameworks and tools for user research and transfer knowledge to the wider team.
  • Help commission user research into the role of educational content and/or deliver some user research in this subject area.
  • Work with others to consolidate existing research into actionable insights (eg via customer experience mapping).
  • Meet with internal stakeholders to sense check the existing goals and personas against emerging new regulatory approaches, map the as-is and the to-be of tasks and recommend testing approaches to give us assurance that changes we make to the website will meet user needs.
  • Write up research into user stories.
  • Organise user recruitment / user panels.

Essential and desirable criteria


  • Understands and has experience of a range of user research methods. Able to choose appropriate methods for different lifecycle 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.
  • Understands organisational strategy and objectives. Able to align user research activities with objectives to create strategic insights that inform policy and proposition.
  • Relevant software: Online remote usability testing tools eg, online research tools eg VerifyApp, online analysis tools eg Reframer, remote moderated research tools eg GoToMeeting, apps that can be used for longitudinal contextual studies such as Yammer, Twitter, Facebook, online recruitment tools such as, optimisation and other measurement tools such as Google Optimizer.


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

Person specification

  • Ability to prioritise and use initiative.
  • Problem solving and analytical skills.
  • Communication skills at all levels.
  • Attention to detail and accuracy.

Salary and benefits

As well as a starting salary of £32,001, 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.

TPR 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 lesbian, gay, bisexual, and transgender (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 and a covering letter, with details of how your experience and skills meet our essential criteria to

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email