User Research Specialist

London, England
Posted on:
August 29, 2022

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About This Role

Within BT Enterprise we are scaling our adoption of Design Thinking, Lean Start-up and Agile methods to power product innovation, transforming experiences to deliver more value to our customers.

As Senior User Researcher, you’ll be part of our growing Experience Design (XD) Chapter hands-on designing complex products and services for BT, EE and Plusnet and driving positive customer and business outcomes. You will independently plan and conduct research across product squads and projects.. You are passionate about driving design decisions from customer insight, developing empathy for the customer and understand the direct impact on business success by doing so.

You'll Have The Following Responsibilities

  • Lead user research studies for products and services within multi-disciplinary teams.
  • Plan and conduct user research. Either internally or organised through our partner agencies.
  • Paint a full picture of customer need across digital channels and touchpoints. Working with Experience Design team, gather and synthesize industry research, competitor analysis, brand studies, trends and gap analysis to inform experience strategies.
  • Coach chapter members to grow their user research practice and non-technical capabilities.
  • Test for usability and accessibility. Execute either internally or through our partner agencies.
  • Analyse and synthesise data to build consensus and challenge assumptions. Turn research data into clear findings to inform decisions across Digital.
  • Be the subject matter expert. Provide research methodology advice to peers and project teams.
  • Drive a customer-centric approach. Help maintain, develop and promote customer journey maps and personas from a digital perspective.
  • Develop a research roadmap for digital experience driven by strategic priorities and tactical demand.
  • Build external strategic relationships. Between BT and external partner agencies.
  • Build internal strategic relationships across the BT research community and with critical stakeholders in Experience Design, UX, Digital Product and Analytics.

You'll Have The Following Skills & Experience

  • Related BA/BS degree in Marketing, Computer Science, Cognitive Science, Psychology, Information Science or comparable experience as a senior user research practitioner

I Have Hands-on Experience In…

  • Leading user research projects.
  • Managing vendors and defining statements of work.
  • Planning and conducting quantitative and qualitative user-centred design research.
  • Usability testing and heuristics.
  • Working with quantitative, behavioural analysis and statistics, data analytics.
  • Developing and interpreting customer journey maps.
  • Persona development.
  • Delivering customer insight which drives improvements in customer experience metrics.
  • Leveraging relationships, influencing and maintaining effective partnerships with key stakeholders.
  • Working with iterative, agile delivery methodologies.


At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

  • Competitive salary and on-target bonus plan
  • World-class training and development opportunities
  • 25 days’ annual leave (not including bank holidays)
  • Discounted broadband, mobile and TV packages
  • Share option and pension scheme programmes
  • Automatic enrolment into our ‘Sales as Profession’ community
  • Flexible benefits to fit around you

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How To Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

Job function

Marketing and digital

Main location

UK & Ireland-United Kingdom-West Midlands-Birmingham

Other Locations

UK & Ireland-United Kingdom-Avon-Bristol, UK & Ireland-United Kingdom-London-London



Working pattern



Competitive with great benefitsClosing date

Sep 12, 2022, 11:59:00 PM

Please reference you found the job on, this helps us get more companies to post here!

When clicking on the button to apply above, you will leave and go to the job application page for that company outside this site. We have no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

Something off with this posting?

Please report this job to help us maintain the quality of the site. Any feedback is appreciated.

Built by PingPong