Position Overview
As a User Researcher Specialist, you will operate as a key contributor and influencer within the BT Consumer Brand user research team. You will combine deep hands‑on research expertise with strong judgement to help shape research direction, prioritisation and standards across complex customer journeys. This role goes beyond delivery, requiring you to proactively identify opportunities, guide stakeholders towards the right research approach and ensure insight is clearly linked to both customer experience and business performance. You will also support team capability and act as a senior voice within the research community.
Responsibilities
* Lead end‑to‑end user research, from shaping the problem through to synthesis and recommendations, using a broad range of methods
* Proactively identify and prioritise research opportunities based on data, insight, customer behaviour and business performance
* Work closely with stakeholders to challenge briefs, define the right research approach and ensure clarity on what research can and cannot answer
* Join up insight across initiatives and journeys, helping teams build a shared understanding of customer needs and behaviours
* Coach and support more junior researchers, role‑modelling high standards and contributing to team capability and quality assurance
* Clearly communicate findings, recommendations and impact to varied audiences, linking insight to outcomes and decision‑making
Qualifications
* Strong hands‑on experience delivering user research in consumer or digital organisations
* Broad knowledge of research methods and clear judgement on when and how to apply them
* Ability to link research insight to commercial and performance outcomes
* Confident stakeholder management with the ability to influence and push back constructively
* Excellent communication skills, verbally and in writing
Desirable Skills / Experience
* Experience working across end‑to‑end customer journeys, including brand and communications touchpoints
* Experience supporting research strategy or acting as a deputy for research leadership
* Strong accessibility and inclusive research experience
* Experience working alongside analytics, insight or data teams
Benefits
Tailored benefits make a real difference. Thats 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 youre ready.
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