User Research Specialist

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About the role

A User Researcher in BT is accountable for the user research thinking and strategy that supports our squads to craft world class experiences.

Working within the corporate units division you’ll be accountable for providing the team with best-in-class insight to ensure the teams design the best experiences for our colleagues. You will also support the User Research Lead to define and deliver the user research & testing strategy and provide direction for and mentoring others across the team.
User Researchers within BT enable the team to understand and solve user needs related to products and services.
BT Digital have committed to a 'Build, Measure, Learn' approach to User-Centred Design. User research is a crucial part of delivery, and you will ensure appropriate user research support is provided at each of those stages.
We help run research to give designers, product managers & engineers inspiration about how products should work in digital. We help run continual research before/during & after it's been made to evaluate whether it's doing what we intended with users.

What you’ll be doing

• 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 - Setting direction from findings back into the wider Digital strategy (working with other research and insights teams 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 your digital business unit
• Implementing findings - Responsible for ensuring research is providing actionable recommendations for continuous improvements to products
• Internal improvements - Implements both generative and summative digitally focused research. Continuously improving the practice and deployment of user research across the Digital team

Essential Skills / Experience

• 6 plus years 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 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

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.