User Research Specialist

Recruiter: Smriti Pal

Hiring Manager: Victoia Gibson

Career Grade: D

Location: Gurugram

Why this job matters

The User Research Specialist independently executes a range of advanced activities within a multi method research arm aiming to translate business and design questions into key research findings that drive the understanding of users in turn shaping product strategy and end user experience.

What you'll be doing – your accountabilities

1. Delivers the user research strategy across multiple verticals together with colleagues from product design, market research and product management and ensures knowledge sharing across the company

2. Drives the adoption of multiple user research methods across all product teams, driving the user research process moving towards a capability approach on appropriate methods and when possible, to allow scaling of research activities across all product teams

3. Contributes to the user research discipline in the education of stakeholders and developing a shared approach for qualitative and quantitative research encompassing various methodologies like remote and on-site studies, user and stakeholder interviews, usability testing, online surveys, user journey mapping, and more

4. Drives the execution of research programs and road mapping, as well as management of resources on the identified research programs

5. Synthesises and prioritises research topics across the organisation, working with design leadership and cross-functional product groups

6. Delivers complex programs and the execution of studies for foundational research, competitive analysis, usability and design research, and other prioritised areas

7. Champions, continuously develops and shares with team knowledge on emerging trends and changes in the user experience field

8. Mentors other user experience researchers, helping to improve the team's craft and meet ambitions as well as act as a technical resource

9. Implements continuous improvement opportunities to improve the user research processes

The skills you'll need to succeed

User Centred Design

User Research & Customer Need Identification

User Interviews

Qualitative & Quantitative Methods

Usability Testing

Persona Mapping

Accessibility Management

Wireframing

Data Analysis

Design Strategy

User Experience Research

User Flows

User Journey Mapping

Experience you'd be expected to have

Experience across B2B and/or B2C research

Stakeholder management & influencing

Behavioural science & psychology approach: a relentless empathetic curiosity about people and their behaviour. In-depth social and human centred observational research methods

Qualitative use 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' action

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

Leadership accountabilities

Leading inclusively and safely - I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes - I take the right decisions that benefit the broader organisation.

Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future - I build diverse future-ready teams where all individuals can be at their best.

Why this job matters

The User Research Specialist independently executes a range of advanced activities within a multi method research arm aiming to translate business and design questions into key research findings that drive the understanding of users in turn shaping product strategy and end user experience.

What you'll be doing

1. Delivers the user research strategy across multiple verticals together with colleagues from product design, market research and product management and ensures knowledge sharing across the company
2. Drives the adoption of multiple user research methods across all product teams, driving the user research process moving towards a capability approach on appropriate methods and when possible, to allow scaling of research activities across all product teams
3. Contributes to the user research discipline in the education of stakeholders and developing a shared approach for qualitative and quantitative research encompassing various methodologies like remote and on-site studies, user and stakeholder interviews, usability testing, online surveys, user journey mapping, and more
4. Drives the execution of research programs and road mapping, as well as management of resources on the identified research programs
5. Synthesises and prioritises research topics across the organisation, working with design leadership and cross-functional product groups
6. Delivers complex programs and the execution of studies for foundational research, competitive analysis, usability and design research, and other prioritised areas
7. Champions, continuously develops and shares with team knowledge on emerging trends and changes in the user experience field
8. Mentors other user experience researchers, helping to improve the team's craft and meet ambitions as well as act as a technical resource
9. Implements continuous improvement opportunities to improve the user research processes

The skills you'll need
User Flows User Interviews Design Strategy Persona Mapping User Journey Mapping User Experience Research Wireframing Qualitative & Quantitative Analysis Data Analysis User Centred Design Accessibility & Inclusive Design Usability Testing Decision Making Growth Mindset User Research Inclusive Leadership Our leadership standards

Looking in:

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking out:

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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