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Head of User Research

Posted: 7 Feb 2020 Closes: 24 Feb 2020
Croydon, Plymouth £52,146 - £58,888 Croydon salary includes London Weighting £56,133 - £62,855
Flexible hm-land-registry/20200207135413

Do you want to be responsible for aligning research activities to create strategic insights and defining best practice for a progressive, transforming organisation? As well as leading all the user researchers, you will be instrumental in helping us understand changing user behaviour and how this impacts the challenges and opportunities for our policy and service proposition. As an expert with extensive experience of user research in an agile, digital operating environment you will be a role model and advocate for the practice within HM Land Registry, government and in industry. You will represent user research, promoting it across government and externally at events and building relationships high profile stakeholders like Government Digital Service (GDS) and Department for Business, Energy and Industrial Strategy.(BEIS). You will ensure there is sufficient capability and capacity in the user development practice to meet our current change portfolio, culture and Business Strategy. You will be Head of function as well as Head of Practice continually developing and leading on new ways of working. 

It is a very exciting time to join us as we continue on a major digital transformation programme. Our existing software systems form part of the critical national infrastructure, safeguarding land and property ownership valued at £7 trillion, enabling over £1 trillion worth of personal and commercial lending to be secured against property across England and Wales. You will join our award-winning Digital, Data and Technology Directorate which is the in-house IT division at the heart of the move to a digital, data-driven organisation with the ambition to provide our customers with cutting-edge digital services.

Job description

You will ensure that the people in user research roles have the appropriate skills and capability and support to be effective in their role as well as access to learning and development to help them progress. Using your strategic oversight, you will ensure there is sufficient capability and capacity in the user research practice to meet our current change portfolio, culture and Business Strategy now and in the future. 

You will be responsible for ensuring that the user research community of practice is active and brings measurable value to community members and the organisation. 


Your extensive experience and proven understanding of a range of user centred and agile approaches will be essential. Your expert understanding of the diversity of users of government services and the implications for service design and delivery will enable you to fulfil this role successfully. Experience of aligning user research activities at an organisational level to create strategic insights that inform organisational decision making is key as well as experience of leading and growing user research practice and capability. 

As a skilled planner, implementer and leader of change, with experience of working across organisational boundaries you will communicate effectively with stakeholders to build influence and credibility.

Technical skills

We'll assess you against these technical skills during the selection process:

  • Extensive experience and proven understanding of a range of user centred and agile approaches.


We offer very competitive terms, conditions and benefits. We provide excellent opportunities for career progression, training and development. We will ensure you are able to keep your knowledge up to date with emerging trends and technologies. You will have access to Civil Service pension and benefits arrangements and generous leave allowances, as well as flexible/remote working – exactly what you would expect from a progressive employer. 

The role can be located in our Croydon or Plymouth offices. Our environmentally friendly offices provide a great setting in which to work. In Plymouth there are hundreds of miles of stunning coastline and 368 square miles of Dartmoor National Park are within easy reach. 

In Croydon this fast-growing London borough, where regeneration is transforming the town centre. The new Boxpark street food mall is just minutes from our Trafalgar House office, which is also within walking distance of West Croydon and East Croydon rail stations and the bus station. 

It is a great place to work, where difference is celebrated and we’re committed to fairness and equality for all, so you feel valued for who you are and what you do. Diversity fuels our innovation. Our shared values help us work together, to benefit the communities we serve. Our employee diversity networks support our culture of inclusion and contribute to our diversity action plan. 

See a list of full benefits:

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Strengths, Experience and Technical skills.

Please attach an anonymous CV when prompted; include your qualifications, career history, skills and experience. The statement of suitability section (in no more than 750 words) should be used to provide details of how you meet the essential experience criteria listed on the Job Description: 

• Experience of aligning user research activities at an organisational level to create strategic insights that inform organisational decision making 
• Experience of leading and growing user research practice and capability 
• Experience of working across organisational boundaries, expertly communicating with stakeholders to build influence and credibility 

An initial sift of your CV will be conducted against the Essential Criteria listed. 

If we invite you for an interview you will have the opportunity to tell us more about your skills and experience and also talk to the panel who will tell you more about the opportunity. We won’t take a long time to make the invite and will arrange interviews as soon as possible. 

For more information about what its like to work here please see the following links: 

HMLR Blog 

Five Things you didn’t know about working for DDaT

Our Business Strategy for 2017-2022 sets out our aims of: 
• brilliant at the basics; 
• a comprehensive Land Register; 
• world-leading through Digital Street – our ground-breaking research and development project exploring how land registration might work in 2030; 
• opening our data; 
• expert people; and 
• financially strong. 

Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. 

Ensure your application form is received by the closing date for receipt of applications – this is 11:55pm on the advertised date. 

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview. 

If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement. 

If you would like further information about the use of your personal data, please click on the link below: 

Job Applicant Personal Information

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

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.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.


HM Land Registry

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