User Research Specialist - 4 MONTH FTC

Job Description

Why this job matters

We are seeking an experienced User Researcher to help research, customer test, refine and develop solutions that solve genuine customer needs. You will focus on user research initiatives to support new growth opportunities, including but not limited to IoT and EV connectivity solutions. You will have the opportunity to gain experience and exposure across the wider Etc. innovation portfolio.

This is a cross-functional role that collaborates across Etc. product management, commercial, strategy, delivery, marketing and research teams, alongside BT research and business development stakeholders.

We are looking for someone who is a true customer champion, experienced working within a product operating model, has knowledge of new and emerging technologies and trends across categories, has strong lateral thinking skills and who is excited to work in a low-certainty environment.

Accountabilities

• Responsible for product and customer research from ideation stage, discovery, technology and product functionality and features within the Etc. innovation portfolio
• Work with product managers/owners to support ongoing research needs to qualify and refine customer solutions
• Deliver the Etc. user research strategy in collaboration with user research colleagues and ensure knowledge sharing across the Etc. team and wider business
• Define research objectives, select appropriate methods and create research roadmaps to support Etc. growth areas
• Manage user research and development of qualitative and quantitative approaches encompassing methodologies inclusive of remote and on-site studies
• Implement continuous improvement opportunities to improve user research processes
• Ensure findings are clearly articulated and that insights are turned into actionable recommendations for product managers/owners and key stakeholders

Skills & Experience required

• Customer champion – relentless focus on customer centricity and experienced shaping world-class customer solutions
• Analytical – ability to analyse and interpret data and findings into actionable insights
• Strong organisational skills – can prioritise and manage tasks simultaneously
• Zero-to-one experience – proven experience in a zero-to-one product development environment, driving research and insights from concept through to launch
• Collaborator – works with peers and business stakeholders to maximise value and input, able to get teams to dream big and align on a commonly agreed vision and support in the path to get there
• Value driven – understanding of what creates customer value and what does not

Technical skills

• Highly proficient in mixed-method research combining qualitative and quantitative approaches, including planning, leading and managing user and stakeholder interviews
• Experienced in persona mapping, shaping user flows and user journey mapping
• Familiarity with user testing platforms, usability testing tools and collaboration tools (e.g. Mural)
• Basic knowledge of wireframing and prototyping

Please note we believe in the strength that comes through a diversity of experience and backgrounds. If you do not meet all the criteria listed above, please do not be put off. We will review your application with an open mind.

What's in it for you, what are the benefits?

• 10% on target annual bonus

• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%

• X4 Salary Life Assurance

• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice

• 25 days annual leave (not including bank holidays), increasing with service

• Equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.

• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.

• 24/7 private virtual GP appointments for UK colleagues

• 2 weeks paid carer’s leave

• World-class training and development opportunities

• Option to join BT Shares Saving schemes

• Discounted broadband, mobile and TV package

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.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.