Job Description

The FA is significantly investing in and enhancing our foundational digital capabilities to support the development of new propositions, address existing challenges within the business, and provide a platform for future growth. Our aim is to build a direct known audience (England Fan and Wembley Guest) making our platforms the place to go for participants and our communities of fans and transforming the digital experience at Wembley. Equally, the digital programme will enable us to diversify revenue streams and provide broad reaching strategic upside in an increasingly competitive media and entertainment landscape. So what does that mean... delivering value to our fans and guests and in turn leverage data & digital to grow & diversify our revenue.



As a user researcher you will play a hands-on role in the way players, fans, staff, and volunteers engage with the beautiful game. You will be a key part in the conception, delivery and continuous improvement of digital products and services, across both web and mobile native platforms. You will join a friendly, passionate, and inclusive team who want to constantly innovate, listen to our users and create better digital experiences for them.



Our Products:


England Football England Football Learning Platform for Football Wembley Stadium Club Wembley Full-Time Matchday My England Football

What will you be doing?

Bring the digital technology department closer to their customers to help achieve desired product outcomes and create a better experience for users Conduct user research studies using a mixture of quantitative and qualitative techniques, analyse the data collected and transform your findings into easily understandable insights ready to share with product managers, designers, developers, and other stakeholders. Introduce and standardise processes and measures that support the product teams in planning, conducting, and applying quality research at scale. This ResearchOps focus will enable teams to be self-sufficient in running their own continuous discovery and user research sessions within the agile delivery process. Through maintaining a research repository, give the business instant access to user insights that support, and challenge, decision making and design work. Help to broadcast the value of user research, bringing product teams on the journey and showing the benefits of embedding the customer's voice at every step of the design and delivery process. Regularly share knowledge of user needs and pain points with teams to enable effective prioritisation of work and decision making. Support product teams in conducting their own research and establishing a continuous discovery mindset. Bring others on the journey by helping them understand how using research insights will help them achieve their outcomes. Executes additional tasks as required to meet the FA's changing priorities. Comply with all company policies and procedures to ensure that the highest standards of health, safety, and well-being can be maintained.

What are we looking for?

Essential for the role:


Endlessly curious about users, always keen to get involved in research and discover meaningful insights. Experience working on research projects across the full product lifecycle, from project initiation and concept design to continuous improvement of existing products. Expertise in different research methodologies, able to select the appropriate method and define research questions to get the best results. Worked in a continuous discovery focussed environment, with knowledge of the advantages and potential challenges of this approach. Strong communication skills to allow collaboration and bring others on the journey with you, whether you are working with team members on a project or presenting research findings to stakeholders. Ability to work on multiple tasks in parallel, managing your time effectively to meet deadlines.

Tools and Software

Apple Mac proficient Primary tools (strong working knowledge): + Miro
+ User testing platforms
+ MS Office
Secondary tools: + Figma
+ JIRA



Beneficial to have:


Previous experience establishing research practices at scale in organisations, implementing processes that allow teams to self-serve and creating a culture of insights-driven decision making.

What's in it for you?

We are committed to ensuring everyone can flourish in their roles, to achieve this we have unique office spaces under the arch of the iconic Wembley National Stadium, which is the home of English Football. We are also delighted to offer a world-class, Elite Performance Centre, St. George's Park in Staffordshire which is an exceptional setting to develop and inspire high-performing England teams and leaders.





We pride ourselves in offering a competitive salary as well as great opportunities to develop and grow in your role. But that is not all; we also have a range of exciting benefits, some of which can be found below:


Access to event day tickets at Wembley Stadium, alongside a host of regular internal events throughout the season, encouraging you to connect and learn with your colleagues and look after your mental health and well-being. Free, nutritious lunches at Wembley Stadium and St. George's Park. Free private medical cover. A contributory pension scheme. An additional 'Thank You' days leave, volunteering days as well as 25 days annual leave (based on a full-time, permanent contract.*)
A hybrid working model which offers greater flexibility.




For more information on what it is like to work at The FA, please visit our FA Careers page, https://www.thefa.com/about-football-association/careers





We are a diverse workplace, aspiring to represent football across the country. The Football Association actively promotes inclusion and diversity, encouraging you to be the best version of yourself at work.





We welcome applications from everyone and are proud to be an equal opportunities employer. If you have any particular requirements in respect of the recruitment or interview process, please mention this during your application.





As part of the FA's commitment to ensuring a safe environment for everyone in football, every employee will be required to complete a DBS check. The level of the check required will be based on the activity of the specific job role and in line with legislation and government guidance