User Researcher (Mid Level)

Job Description

Closing Date: Sunday 28th June 2026

Location(s): Birmingham or London

Flexible Working
The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

About the role

As a User Researcher Specialist, you will operate as a key contributor and influencer within the BT Consumer Brand user research team. You will combine deep hands‑on research expertise with strong judgement to help shape research direction, prioritisation and standards across complex customer journeys.

This role goes beyond delivery, requiring you to proactively identify opportunities, guide stakeholders towards the right research approach and ensure insight is clearly linked to both customer experience and business performance. You will also support team capability and act as a senior voice within the research community.

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.

Essential Skills / Experience

• Strong hands‑on experience delivering user research in consumer or digital organisations
• Broad knowledge of research methods and clear judgement on when and how to apply them
• Ability to link research insight to commercial and performance outcomes
• Confident stakeholder management with the ability to influence and push back constructively
• Excellent communication skills, verbally and in writing

Desirable Skills / Experience

• Experience working across end‑to‑end customer journeys, including brand and communications touchpoints
• Experience supporting research strategy or acting as a deputy for research leadership
• Strong accessibility and inclusive research experience
• Experience working alongside analytics, insight or data teams

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

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.