User Researcher, Specialist

Posted on:
June 17, 2020

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

Why this role matters

In this job, you’ll be accountable for providing best in class digital customer insights to ensure the teams design the best experiences for customers and advisors. The exact digital products in the scope of any of our roles will evolve overtime.We will assign you to an alliance based upon a combination of your background, your development needs and interest and the business need.

What you'll be doing

  • You will be accountable for being the confident,objective voice of our users. Relentlessly chasing needs based innovation and producing world class quality experiences.
  • User Research Capability- Drive adoption of multiple user research methods by all product teams, initially running the user research process, but enabling a capability approach over the longer term (on appropriate methods when possible), to allow scaling of research activities across the large amount of product teams. Responsible for implementing the research strategy,and inputting direction from findings back into the wider Digital strategy (working with the group insights team when appropriate).
  • Collating and joining up - Responsible for collating findings and ensuring learning activities are not duplicated. Responsible for enabling sharing of research findings across Consumer Digital
  • Implementing findings - Responsible for ensuring research is providing actionable recommendations for continuous improvements the products
  • Internal improvements - Implements both generative and summartive digitally focused research. Continuously improving the practice and deployment of user research across the Consumer Digital team.
  • Accessibility - Continually finding experiences that are digitally excluding using your technical experience, knowledge of all aspects of accessibility (including blindness, mobility, speech and cognitive impairments) to drive change across Consumer, coaching teams on best practices

We'll also need to see these on your CV

A spectrum of technical expertise across the following skills (with a specialism in some areas):

  • Behavioural science & psychology approach - a relentless empathetic curiosity about people and their behaviour. In-depth social and human centred observational research methods
  • Qualitative user research &usability testing - discovering issues and user needs through regular qualitative learning, using a wide range of research methods including moderated lab based and unmoderated testing
  • Quantitative behavioural analysis - feeding data & analytics into the qualitative process to drive further understanding of users actions
  • Formative and summative user research activities - including exploratory methods, interviews, ethnographic studies, surveys, mental modelling, card sorting, etc
  • Behavioural science approach of the digital team members - running research sessions,fully involving and up-skilling others on research activities knowledge &abilities
  • Running the lab facilities and capability - enabling large scale daily user research
  • Accessibility & inclusive design - Ensuring assistive technologies are a key part of regular research and testing activities

Why choose us?

Consumer is the largest telco in the industry. With over 20k employees and 34 million customers, we generate over £10bn in revenue. This offers enormous opportunities for our people and to be No. 1 in the market.  Our Consumer Unit exists as three household brands - BT, EE & PlusNet from which collectively we generate more revenue than any other part of BT. Our brilliant brands are all beautiful individually. Each has unique attributes that cater to very different segments of the market. This makes our goal possible; to create a connection in every home in the UK by 2025.

There’s never been a more exciting time to join the Consumer Digital Team. We’re investing hundreds of millions of pounds into digital and transforming the way we work to create, not just the best digital experience in the telco market, but something that customers talk about as the best in the UK.

We believe in empowering our digital superheroes to work autonomously as teams, and to rapidly learn and develop the best routes and techniques to creating customer value. We’re founded on the core idea that we continuously ‘build, measure, and learn’ which allows us to deliver on our purpose: to drive digital thinking and expertise so that together we can create the best experiences that enhance our customers’ lives.

We’ve got something really special here, something we’re all incredibly proud to be part of. Every day we have the chance to positively impact the lives of the millions of customers that engage with us. To bring them close to the things that matter most to them. This is your chance to join us on our ground breaking journey.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

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