User Researcher

We're looking for an experienced User Researcher to join BT Consumer on a 12-months contract. This is a senior individual contributor role within our central User Research team, supporting customer-centred decision making across BT, EE and Plusnet. You'll work across product, proposition, service and brand initiatives, helping teams better understand customer needs, behaviours and pain points before investing in new experiences or launching changes to market. The role combines hands-on research delivery with stakeholder influence. You'll conduct research directly with customers in a variety of environments, facilitate collaborative activities with cross-functional teams, and ensure decisions are informed by evidence rather than assumptions. You'll work closely with Product, Design, Strategy, Brand, Marketing, Insights, Regulatory and Compliance teams to help shape products, services and customer journeys that are both valuable to customers and commercially effective. What you'll be doing

• Lead end-to-end user research, from shaping the problem through to synthesis and recommendations, using a broad range of methods.
• Proactively identify and prioritise research opportunities based on data, insight, customer behaviour and business performance.
• Work closely with stakeholders to challenge briefs, define the right research approach and ensure clarity on what research can and cannot answer.
• Join up insight across initiatives and journeys, helping teams build a shared understanding of customer needs and behaviours.
• Coach and support more junior researchers, role-modelling high standards and contributing to team capability and quality assurance.
• Clearly communicate findings, recommendations and impact to varied audiences, linking insight to outcomes and decision-making., When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.
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  Significant experience leading 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 laboratories, retail stores, contact centres or customers' homes.
• Experience supporting brand, proposition or communications development through customer research.
• Strong accessibility and inclusive research experience, including adapting research approaches for diverse customer needs.
• Experience working within large consumer-facing organisations or complex, multi-stakeholder environments.
• Experience partnering with analytics, customer insight, market research or behavioural science teams.
  
  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.

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