User Researcher

Flexible Working:
The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. 

About the role:

Join BT Consumer's User Research team and help shape the experiences used by millions of customers across the BT, EE and Plusnet brands.

As a User Researcher, you'll work closely with Product Managers, Designers and Engineers to uncover customer needs, test ideas, improve journeys and influence product decisions through evidence-based insight.

This is a hands-on role where you'll own research end-to-end while working alongside an experienced team of researchers, managers and research operations specialists.

What you’ll be doing:

• Plan and deliver end-to-end user research across digital products, services and customer journeysConduct a range of research activities including:
  • User interviews
  • Usability testing
  • Surveys
  • Card sorting and tree testing
  • Journey mapping
  • Concept and prototype testing
• Collaborate with Product, Design and Engineering teams to shape customer experiences
• Translate research findings into clear, actionable recommendations
• Bring stakeholders on the research journey through workshops, playbacks and insight sharing
• Help teams make customer-centred decisions through evidence rather than assumptions

Essential Skills / Experience:

• Significant experience delivering end-to-end user research across digital products, services, propositions or customer journeys using a range of generative and evaluative research methods
• Strong stakeholder management and facilitation skills, with the ability to influence decision-making and build alignment across Product, Design, Brand, Commercial and Strategy teams
• Proven ability to translate customer insight into actionable recommendations that shape product, service, proposition or brand decisions and deliver measurable customer and business outcomes

Desirable Skills / Experience:

• Experience conducting face-to-face research in environments such as labs, retail stores, contact centres or customers' homes
• Experience supporting proposition, brand or communications development through customer research
• Strong accessibility and inclusive research experience
• Experience working within large consumer-facing organisations or complex environments
• Experience partnering with analytics, customer insight or market research teams

Our Package:

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: 

• 10% on target annual bonus 
• Access to an online private GP 24/7 for you and your immediate family  
• Market-leading paid carers leave with up to 2 weeks off  
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay 
• Discounted EE and BT products, including mobile and broadband 
• Market leading Pension scheme – 5% from you and 10% from us 
• Holiday purchase scheme 

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready. 

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.  Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.