User Researcher (Senior) - 12 Months Fixed Term Contract

Closing Date: Sunday 6th September 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

At BT Consumer, we're building experiences, products and propositions used by millions of customers across the BT, EE and Plusnet brands.

As a Senior User Researcher, you'll play a key role in helping the business make customer-centred decisions through a blend of generative and evaluative research. You'll work across product, proposition, service and brand initiatives, partnering with teams across Product, Design, Commercial, Marketing and Strategy to ensure customer needs are reflected in decision-making.

This is a hands-on senior individual contributor role for someone who enjoys tackling complex problems, influencing stakeholders and translating customer insight into meaningful action.

What you’ll be doing

• Lead end-to-end user research across digital products, propositions, services and customer journeys.
• Conduct both generative and evaluative research to identify customer needs, validate ideas and reduce risk.
• Design and deliver a range of research activities including:
  • Interviews
  • Usability testing
  • Concept testing
  • Journey research
  • In-home research
  • Lab-based research
  • Retail and contact centre research
• Facilitate workshops, playback sessions and collaborative activities with stakeholders.
• Influence product, proposition and business decisions through evidence-based recommendations.
• Work closely with Product, Design, Commercial, Brand, Strategy and Compliance teams.
• Help identify and prioritise high-value research opportunities across BT Consumer.
• Support the development of research capability through coaching, mentoring and knowledge sharing.

• Interviews
• Usability testing
• Concept testing
• Journey research
• In-home research
• Lab-based research
• Retail and contact centre research

Essential Skills / Experience

• Significant experience leading end-to-end user research across digital products, services, propositions or customer journeys using a range of generative and evaluative research methods.
• Strong stakeholder management and facilitation skills, with the ability to influence decision-making and build alignment across Product, Design, Brand, Commercial and Strategy teams.
• Proven ability to translate customer insight into actionable recommendations that shape product, service, proposition or brand decisions and deliver measurable customer and business outcomes.

Desirable Skills / Experience

• Experience conducting face-to-face research in environments such as laboratories, retail stores, contact centres or customers' homes.
• Experience supporting proposition, brand or communications development through customer research.
• Strong accessibility and inclusive research experience.
• Experience working within large consumer-facing organisations or complex environments.
• Experience partnering with analytics, customer insight or market research 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.