User Research Specialist (BT Digital : Enterprise B2B)

Job Req ID:  1057
Posting Date:  22-Sep-2022
Function:  Content & Design

Snowhill, Birmingham, United Kingdom

Salary:  Competitive, with excellent benefits

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.


About this role


Based flexibly (3 days a week) out of one of our UK digital hubs.






In this job, you’ll be accountable for providing best in class digital customer insights to ensure the Enterprise Digital design teams create the best experiences for customers and advisors.

The gap between consumer and Enterprise design is narrowing. Our standards for Enterprise design have changed and we expect more from our business applications. The future of Enterprise design is consumer level UX and we’re building our research team to support this.

We adopt a user focused and systems thinking approach to build products for the modern enterprise. Using a mixed methods research methodology, we’d like you to have the tools and skills in your toolbox and apply them at the right time. Alternatively, if you’re an ace in the qual or the quant, we still want to speak to you.

Digital products in the scope of any of our roles will evolve over time. You will be responsible for a customer segment within Enterprise based upon a combination of your background, your development needs and interest and the business need.

You will be a part of forming a new research capability within Digital, so come with a view on what good looks like, new ideas and the energy to help drive research momentum.

And please don’t think you don't need to tick every box on this list to apply. We're invested in our teams learning and development, and we don't expect you to match 100% at this point.



You'll have the following responsibilities

  • You will confidently advocate as the objective voice of our users. Relentlessly chasing needs-based innovation and producing world class quality experiences.
  • User Research Capability - Leading adoption of multiple user research methods by all product teams with the User Research Manager, 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. Responsible for implementing the research strategy, and inputting direction from findings back into the Digital strategy (working with the wider Customer Experience and group insights team when appropriate).
  • Prioritise research opportunities - Work with your Product teams and Design Managers to agree on depth of discovery, research activities and objectives
  • Collating and joining up - Responsible for collating findings and ensuring learning activities are not duplicated. Responsible for enabling sharing of research findings across Enterprise Digital
  • Implementing findings - Responsible for ensuring research is providing actionable recommendations for continuous improvements the products
  • Internal improvements - Implements both generative and summative digitally focused research. Continuously improving the practice and deployment of user research across the Enterprise Digital team
  • Accessibility - Continually finding experiences that are digitally excluding using your technical experience, knowledge of all aspects of accessibility (including blindness, mobility, speech and cognitive impairments) to drive change across Enterprise, coaching teams on best


You'll have the following skills & experience

  • Behavioural science & psychology approach - a relentless empathetic curiosity about people and their behaviour. In-depth social and human centred observational research methods
  • Mastery of various research methods and digital tools to support activities and product objectives, both for tactical and deeper exploration, knowing the why, when, and how to apply
  • Qualitative user research & usability testing - discovering issues and user needs through regular qualitative learning, using a wide range of research methods including moderated and unmoderated testing
  • Quantitative behavioural analysis and reporting - feeding data & analytics into the qualitative process to drive further understanding of users’ actions and production of insight report
  • Formative and summative user research activities - including exploratory methods, interviews, ethnographic studies, surveys, mental modelling, card sorting, etc
  • Mentor approach with digital team members - running research sessions, fully involving and up-skilling others on research activities knowledge and abilities
  • Accessibility & inclusive design - Ensuring assistive technologies are a key part of regular research and testing activities



  • Competitive salary
  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • 50% off BT and EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
  • 30% discount for friends and family on EE mobile pay monthly and SIM only plans


About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!