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
Role Overview
We're looking for a talented Researcher to join our growing Insights team. As a User Researcher at Mercator, you'll be responsible for planning, designing, and conducting research to help teams deeply understand user needs, informing policy, propositions, service, content, and interaction design. Your insights will ensure that the services we create meet user needs and achieve policy objectives.
Working collaboratively with service, interaction and content designers, as well as product teams throughout the service lifecycle, you'll help teams challenge assumptions, identify pain points, and validate design decisions through evidence-based insights. You'll be an advocate for user-centred design practices, ensuring research findings influence strategic decisions and drive continuous service improvement whilst adhering to government service standards and accessibility requirements.
Depending on your experience level, you'll either be working as part of a multidisciplinary team under guidance, taking full responsibility for research within a service team, or leading research activities across multiple teams and complex services.
What You'll Do
Plan and conduct various types of research using appropriate methodologies (interviews, usability testing, surveys, diary studies, etc.) to understand user needs, behaviours, and pain points
Analyse and synthesise research data to identify patterns, insights, and opportunities that inform design and development decisions
Create clear, actionable research outputs (reports, presentations, user journeys, personas) that communicate insights effectively to teams and stakeholders
Collaborate closely with Designers, Product Managers, and other team members to ensure user needs are clearly articulated, understood and addressed throughout the project lifecycle
Involve users with diverse backgrounds, abilities, and needs in research to ensure inclusive design practices
Build user-centred practices within teams, helping them adopt evidence-based approaches to service design and delivery
Develop and iterate research plans based on project goals, timelines, and resources
Present research findings to stakeholders at all levels, advocating for user needs and influencing project direction
Stay current with user research methods and best practices, sharing knowledge with the wider team
Ensure all research activities are conducted ethically and in compliance with relevant regulations (e.g., GDPR)
Contribute to the continuous improvement of our research practice and methodologies
Support the growth of Mercator's research community through knowledge sharing and mentoring
What You'll Bring
Essential Skills & Experience
Research Planning & Execution: Experience in planning and conducting various types of user research using appropriate methodologies (interviews, usability testing, surveys, etc.) to explore user needs and behaviours
Analysis & Synthesis: Proven ability to analyse and synthesise research data to identify patterns, insights, and opportunities that inform design and development decisions
User-Centred Mindset: Strong understanding of user-centred design principles and how research supports the creation of accessible, inclusive digital services
Communication Skills: Excellent verbal and written communication skills, with the ability to present complex research findings clearly to diverse audiences
Collaboration: Experience working effectively in multidisciplinary teams, partnering with Designers, Developers, Product Managers, and other stakeholders
Research Ethics: Understanding of ethical considerations in research, including data privacy, informed consent, and inclusive practices
Adaptability: Ability to adjust research approaches based on project constraints, timelines, and evolving needs
Desirable Skills & Experience
Government Experience: Experience conducting research for public sector or government digital services
Service Standards: Familiarity with government service standards and assessment processes
Accessibility Expertise: Knowledge of accessibility requirements and inclusive research practices
Research Tools: Experience using tools like Miro, Figma, or similar for collaborative research activities
Academic Background: Background in a related discipline such as HCI, psychology, anthropology, or social sciences
Mentoring: Experience mentoring others in research practices
Agile Knowledge: Understanding of agile methodologies and how research fits within agile delivery
What Makes You a Great Fit
We're looking for someone who is naturally curious and empathetic, with a genuine passion for understanding people and their needs. You thrive in collaborative environments and enjoy translating research insights into actionable recommendations that drive meaningful improvements to services.
You're comfortable navigating ambiguity and can balance methodological rigour with pragmatism when needed. You enjoy advocating for users while understanding business constraints, and you're able to communicate complex ideas in simple, compelling ways that resonate with different audiences.
Your attention to detail is balanced with an ability to see the bigger picture, and you're constantly looking for ways to improve how we work. Most importantly, you're passionate about creating inclusive, accessible services that work for everyone, regardless of their background or abilities.
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
Submit your application through our application portal
Initial conversation with our talent team
Introductory conversation with role-specific lead
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.