Senior User Researcher
Location: Abbey Wood, Bristol (Filton) with UK Travel
Salary: £45-50k DOE
Full Time, Permanent
Band 4
Overview
Serco is expanding its Armed Forces Recruitment Service (AFRS) and we're looking for a Senior User Researcher to lead Primary User Group research at a critical stage of our programme.
This isn't a role for someone who wants to sit behind a desk and theorise — it's a role for someone who gets out in the field, talks to real users, and turns what they find into insight that actually changes things.
As part of this you’ll:
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Lead and deliver primary and secondary user research across the AFRS candidate journey
- Design and run surveys, interviews, and field-based research at Career Centre locations and recruitment events
- Analyse qualitative and quantitative data and translating findings into clear, actionable insight
- Act as the main point of contact into the Authority's Senior Lead User Researcher and the Government Service Standard (GSS) coherence team
- Support the GSS Beta assessment by generating the evidence base required for submission
- Embed candidate feedback such as cNPS and continuous feedback loops into BAU delivery
- Collaborate across a multi-partner model including the MoD (client), Akkodis (systems Integrator), TMP (marketing partner), Pega (core platform [provider), PA Consulting (strategic partner) and Adecco (recruiting partner) to ensure UR outputs such as the user needs register are grounded in real user needs
What you’ll need to do the role:
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A strong grounding in user research methods — surveys, interviews, and field-based insight — with at least two years' hands-on experience
- The ability to analyse large volumes of qualitative and quantitative data and translate findings into clear recommendations
- Familiarity with statistical analysis tools (e.g. SPSS or equivalent) and a comfort with using AI to support research and analysis
- Experience working in large, complex or public sector organisations where research informs real decisions at scale
- Strong stakeholder management skills — able to influence and align without direct authority across a multi-partner environment
- Excellent communication skills, confident presenting insight to senior leaders and external clients alike
- A self-starting approach — able to own and deliver research activity independently at pace
Desirable
- Experience working within a Government Digital Service (GDS) or GSS framework, ideally through alpha, beta, or live assessments
- Familiarity with users including candidate, recruiter, careers advisors, clinicians, or customer research methods and embedding insight into operational delivery
- A background in defence, government, or other regulated environments
- Experience working within a multi-partner or managed service delivery model
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Experience of IT controls testing or audit would be a bonus, but it's not essential. If you understand how finance or IT systems work and you have the aptitude for careful, structured work — we want to talk to you.
Why Serco:
Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.
What we offer:
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Flexible working considered
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Pension – 6%
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Chance to contribute to innovation in the public services
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A company passionate about diversity and inclusion
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Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
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A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
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A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
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A safe and supportive culture.
A little bit about us:
At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.
Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
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Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
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Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).
For support with your application, please contact [email protected].
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