User Researcher

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.

**About this role**

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 colleagues.

The exact digital products in the scope of any of our roles will evolve over time. We will assign you to an area of customer experience based upon a combination of your background, your development needs and interest and the business need. Example areas include Web & Mobile, Digital Marketplace and B2B Integration.

**You'll have the following responsibilities**

You will be accountable for being the confident, objective voice of our users. Relentlessly chasing needs-based innovation and producing world class quality experiences.

**Your responsibilities include**:

- **User Research** - 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
- Implementing the research strategy and setting 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 summative digitally focused research. Continuously improving the practice and deployment of user research across the Global Digital team.

**You'll have the following skills & experience**

**Skills and qualities required for the job**

A spectrum of 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, 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

**Desirable bonus skills**
- Understanding or training in ITIL and the management of IT and Cloud operations

Expected experience & behaviours

Requires:

- Experience across B2B research
- Stakeholder management & influencing

**Desirable bonus experience**
- Experience recruiting and working with a variety of Business stakeholders and customers

**The following qualities**:

- Excellent collaboration and communication skills with an intrinsic ability to turn complexity into simplicity
- Lean approach to action; continually finding ways to deliver more value to the customer and the business with less effort, driving efficient ways of working
- Entrepreneurial and flexible approach to activities; adapting behaviours and proactively removing barriers to delivering results

**As per IJP guidelines**

**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 barrie