User Research Manager

As a User Research Manager within BT Consumer Brand, you will lead a team of user researchers to ensure customer needs are clearly understood and reflected across brand, marketing and digital experiences. You will be responsible for setting clear direction, maintaining high research standards and ensuring insight is joined up across multiple initiatives and journeys. This role combines people leadership with strategic influence, requiring you to balance user needs with commercial priorities, challenge assumptions and help teams make confident, evidence-based decisions. You will act as a trusted voice of the customer while enabling your team to deliver research that drives measurable business impact. What you'll be doing:

• Lead, line manage and develop a team of user researchers, providing clear direction, regular feedback and support around performance, progression and wellbeing
• Set and maintain high standards for user research delivery, ensuring work is robust, ethical, inclusive and aligned to business priorities
• Join up research activity and insight across multiple teams, avoiding duplication and enabling a holistic view of customer journeys and experiences
• Partner with senior stakeholders to shape strategy, challenge assumptions and prioritise research that delivers meaningful customer and commercial impact
• Balance user needs with business constraints, ensuring research activity is purposeful, proportionate and outcome-focused
• Contribute to the evolution of user research capability across Consumer, including ways of working, tools, training and best practice.
  
  Proven experience line managing user researchers in a complex, fast-paced organisation
• Strong background in behavioural, qualitative and mixed-methods user research
• Experience influencing senior stakeholders and shaping strategy through insight
• Clear commercial acumen and ability to link research to business outcomes
• Confident communicator, able to simplify complexity and lead with credibility
Desirable Skills / Experience:
• Experience working across brand, marketing communications or digital product environments
• Track record of coaching and mentoring researchers at different levels
• Strong understanding of accessibility and inclusive research practices
• Experience operating in agile, iterative delivery environments
  
  We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. Bring your energy, curiosity, and ambition - and we'll match it with opportunity. Join us at EE and turn your potential into performance.
  
  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. Ready to connect for good and help shape the future? Apply now At EE, we're harnessing the power of technology to bring people together and make life better. You'll use your energy and ambition from similar roles where you've thrived, met goals, achieved targets, influenced others, or provided great service and you'll already have the transferrable skills to shine here. You'll take responsibility for delivering results and collaborate with your team to share ideas and celebrate success. We'll give you all the training, tools, and support you need to build your confidence and achieve your targets. We understand that life doesn't always follow a set schedule, so we help our people work flexibly - for example, allowing you to plan your own breaks or bank time off to make sure you don't miss the moments that matter most.