We are currently inviting applications for this role. Applicants must have the right to work in the UK and the ability to pass BPSS vetting.

User Researcher

We’re on a mission to transform digital services

We’re waving goodbye to traditional consulting approaches and creating something special at Mercator. Ranked as one of the UK’s Best Medium Sized Workplaces and among Europe’s top 100 Best Workplaces, we’re not just another consultancy, we’re here to make digital services work for everyone.

With our innovative solutions and award-winning culture, combined with nearly 20 years of experience delivering transformative projects, we have a long history of creating exceptional outcomes for organisations across both public and private sectors. Our client portfolio includes HMRC, major central government departments, and leading private sector enterprises.

We’re not just about delivering projects – we’re here to solve problems and transform services, bringing the Mercator touch to digital transformation.

Team Mercator

We’re a global team of over 400 specialists, with our headquarters in the UK and growing offices across the US, Europe, and Asia. Our culture is built on six core values that define who we are:

• 🎯We don’t stand still: Always evolving, making bold choices
• 💫We keep it real: Straightforward, open, and honest in everything
• 🤝We take care: Supporting each other, our work, and our partners
• 🌟It’s a joint effort: Building strength in unity
• ✨We own our actions: Empowering accountability
• 🎓We bring out the best: Sharing knowledge and helping everyone grow

What we are look for

We’re seeking a dynamic, forward-thinking  User Researcher with excellent communication skills. You will be open-minded, happy to work on your own or as part of a team and want to learn new technologies and promote best practice. 

Mercator User Researchers work as part of multidisciplinary agile scrum teams to deliver high-quality digital services that meet the Government’s Digital by Default Service Standard. You will lead the formal usability testing process for digital services – developing user recruitment briefs, test moderation, analysis and report writing. You will work closely with Designers, Business Analysts and Software Developers to turn user data into actionable user stories that influence product/service direction and prototype development. 

As a User Researcher you will:

• Work with Service/Product Managers to devise appropriate research strategies to generate focused insights to inform service development 
• Plan, design and conduct in-house research to test new service ideas (including user requirement gathering, early-stage concept and prototype testing, guerrilla research and usability testing sessions)
• Design, script and analyse quantitative surveys
• Manage qualitative/quantitative research projects such as proposition development, visual identity and customer experience mapping
• Present findings, recommendations and customer insights to senior decision makers
• Manage day-to-day operations with usability and market research partners, with accountability for schedules, value for money and deliverables
• Deliver a consistent user experience across a broad range of digital products and services
• Contribute to the continuous development and enhancement of products and services
• Mentor and/or line manage Junior User Researchers where necessary
• Participate in the wider user research community (outside of Mercator), building relationships with other User Researchers and identifying best practices that we can adopt

Knowledge and Experience:

You will need:

• Proven experience of a range of usability testing methodologies to reveal actionable customer insights and gather user needs for web-based services
• Proven experience of creating research strategies/approaches
• Proven experience of managing, executing and analysing usability test sessions, and facilitating workshops
• Excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence
• Proven ability to explain user needs to decision makers and act as a persuasive advocate for those needs
• Extensive knowledge of human factors, ethnography, and the user-centred design process for products and services in an iterative development environment
• Demonstrable knowledge, experience in, and passion for user centred design practices
• Proven experience of audience modelling and developing design personas
• Experience across web content, tools and transactional services, especially those with complex user journeys (involving development of a logical sequence of steps to complete transactions)
• Ability to work with data, from gathering and analysis through to design and presentation
• Ability to mentor other User Researcher(s)
• Excellent interpersonal skills and the ability to quickly develop strong working relationships in high pressure environments
• Experience of working in an agile development environment with Designers, Business Analysts and Developers to create new digital products and services
• Experience of identifying the needs of users with accessibility requirements

What’s in it For You

• 💰 Competitive salary (£30,000 – £75,000) based on experience
• 🎓 5% of your salary as a personal training budget
• 🚗 Electric car scheme (including for your partner!) with tax and NI savings
• 🏥 Enhanced maternity and paternity packages above statutory requirements
• 🎉 25 days holiday + bank holidays + your birthday off + 2 volunteering days
• 🚲 Cycle to work scheme through Green Commute Initiative
• 🤝 Employee Assistance Programme with 24/7 access to confidential support
• 💰 5% company pension contribution through Royal London
• ⚡ 4x salary life cover from day one
• 🎪 Packed social calendar including parties, quizzes, and team events
• 🏢 Modern offices in prime locations
• 🏠 Flexible hybrid working combining office and remote work

Location & Working Style

We’re headquartered in the UK with a flexible approach to work:

• Client-side working when required
• Hybrid working combining office and remote options
• Regular team collaboration opportunities

Your Application Journey

1. Submit your application through our application form
2. Initial conversation with our talent team
3. Introductory conversation with role-specific lead
4. Formal interview with a role-specific technical assessment

Ready to Transform Digital Services?

Submit your application including:

• Your CV
• Relevant portfolio or work examples (if applicable)

Questions? Contact us at careers@mercator.group 📧

Mercator is committed to creating an inclusive workplace and welcomes applications from all qualified individuals. We believe diverse perspectives make us stronger and better equipped to serve our clients.