BT Digital User Researcher in London, United Kingdom

Digital User Researcher

London, Faraday Building

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

BT’s Enterprise division is committed to bringing innovation and transformation to our market, delivering for our customers, contributing to the communities we work in and generating profitable revenue growth for BT. It is the business facing unit of BT and sits alongside Consumer, Global Services and

Openreach. Within Enterprise we are currently made up of BT Wholesale, our Ventures division and the

BT Business & Public Sector division.

Our Wholesale operation provides services to more than 1,400 communications providers. We help them achieve their goals by offering them innovative, reliable and cost-effective products and services that complement their own capabilities. This means that we can share in their success.

Our Ventures teams are key components of BT’s overall business. We've got a broad and deep range of products and services as well as a wealth of experience in delivering them to customers. Amongst our portfolio are the following businesses: Redcare, BT Cables, Directory solutions, BT’s Phone Book, Payphones, tikit, BT Supply Chain.

What you'll be doing

Our Digital UX Researcher will be responsible for validating the design choices that we make with our customers, bringing that insight back into the business and ensuring that we act off the back of it. You’ll be responsible for identifying, setting up and potentially running user research sessions. You’ll be working closely with our UX, UI Design and Product Management teams to identify new features, flows and potentially digital products that we are designing or thinking about bringing to market.

You’ll need to identify the best way to get insight about the feature of product that you’re looking to research, from guerrilla testing, to online surveys, panel discussions to one to one face interviews, these are all options you’ll have at your disposal.

You’ll be responsible for identifying the customer segments and traits that you need your research sample to have, pulling together a recruitment brief. As well as this you’ll be responsible for writing and shaping the discussion guide for your chosen testing method, working closely again with the UX and UI team to get a prototype together that meets the your brief needs.

You may also be asked to run the testing sessions, gleaming as much insight as you need to make informed decisions about the digital products that we are designing. You’ll be representing BT at these sessions, so you’ll need to be charming, have great empathy with dealing with customers and have experience of running user research sessions in the past.

You’ll then need to bring your insight findings together into a report, ideally with video clips to back up salient points, and present this back to the relevant parties - this could be the design and technical teams, through to Managing Director and CEO level, so your presentation skills need to be second to none.

We’re looking for a motivated, energetic and charismatic individual to join a high performing team of 7 other UX Designers and UI Designers to take our digital experiences to the next level. If that’s something that you’d like to be a part of, apply to join our team today!

We'll also need to see these on your CV

Defining the user research roadmap for the financial year

Working with Digital Product Managers, UX and UI Designers to identify opportunities to gather insight about new digital features and optimisations of existing digital estate

Working with the UX and UI Design teams to ensure that your design input is polished and meets the research needs

Identifying key insight from the user research and presenting this back to key stakeholders.

Driving through change where customer led insight directs us to do so.

User research plan

Third Party agency relationships for research

End to end success of user research methodologies, sessions and outputs. What you’ll have experience in already

Performing a digital user research role within a delivery focussed environment

Working on complex and broad product offerings

Driving change through customer centred insight

Strong presentation and influencing skills

Ability to analyse both qualitative and quantitative insight to identify patterns and actionable

Hands on experience running user research sessions

Great collaboration with other members of the UX and Design team

Why choose us?

BT, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.

We value different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we’ll do our best to get the balance right.

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.


Job: Media and Broadcasting

Title: Digital User Researcher

Location: GBR %26 Ireland-GBR-London-London

Requisition ID: 94757