Senior User Researcher - FTC (Maternity Cover)

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.

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.

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:

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

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.

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.

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 partnering with analytics, customer insight or market research teams.

You can design the package to suit you and your lifestyle. 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? 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. 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. 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.