User Researcher (Openreach Design Practice)

Job Description

Hybrid 3 days a week together out of our Belfast, London, or Ipswich Digital hubs (flexible 2 days remote wherever).

Openreach Limited is a wholly owned subsidiary of BT Group. We look after the copper wires and fibre cables that connect homes and businesses to phone and broadband. Our customers are the 650+ communications providers who sell phone and broadband services to these households and businesses.

Why this job matters

We’re on an exciting journey to embed user-centred design at the heart of Openreach Technology. As a relatively new function, our User Experience team is playing a pivotal role in shifting the organisation from business-led to user-led design practices. This is where you come in.

As a User Research Specialist, you’ll be instrumental in shaping and evolving our UX research capability. You’ll lead the development of our research practices and processes, working closely with UX Designers and key stakeholders across a variety of projects and programmes. Your work will help demonstrate the value of UX through robust, multi-method research that uncovers real user needs and drives better product decisions.

You’ll translate complex business and design questions into clear research strategies, delivering actionable insights that shape product direction and enhance the end-user experience. Along the way, you’ll build strong, collaborative relationships across the Technology team and wider business, championing the voice of the user at every step.

What you’ll be doing

As a Specialist User Researcher, you’ll:

• Shape and deliver user research strategies across multiple product areas, working closely with design and product teams.
• Lead complex discovery and research activities to uncover user needs and inform experience improvements.
• Connect insights across research and business contexts to build a deep understanding of our users.
• Champion a range of research methods, helping teams scale their approach to evidence-based design.
• Support stakeholder learning and alignment through inclusive, mixed-method research – from interviews and usability testing to surveys and journey mapping.
• Keep the team informed on emerging trends in UX and continuously improve how we work.
• Build strong relationships across the business, advocating for user-centred design at every opportunity.

The skills you’ll need to succeed

We’re looking for a Specialist User Researcher who brings a thoughtful, curious, and collaborative mindset to their work. You’ll thrive in this role if you have:

• Solid hands-on experience in user research and/or UX design, with a strong user-centred approach.
• Confidence using both qualitative and quantitative methods, and knowing when to apply each.
• Skill in breaking down complex problems into clear research plans and turning findings into actionable insights.
• A service design perspective – connecting what users need with practical solutions in a fast-moving tech environment.
• Comfort working with digital tools and technical teams, and understanding how to navigate that space.
• Strong intuition and empathy – you’re good at reading between the lines and uncovering what users really need.
• Excellent communication and stakeholder management skills, with the ability to build trust and influence decisions.
• Adaptability and focus, especially when juggling multiple projects or working through ambiguity.
• Drive to overcome challenges, whether it’s accessing users or navigating internal processes.
• Experience with key research tools and techniques, like journey mapping, personas, usability and content testing, and accessibility best practices.

Desirable (but not essential)

• A qualification in UX Design, UX Research, or a related field.

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.

Benefits

• An annual bonus of up to 10% (company & personal performance dependent)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
• BT TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 25 days annual leave (not including bank holidays), increasing with service
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

About Openreach
We employ more than 35,091 people who install, support and maintain the wiring, fibres and connections which link tens of millions of homes and businesses in the UK to our customers’ networks.

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.