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User Research Specialist (Digital: BT Business)

Job Req ID:  35858
Posting Date:  4 Jul 2024
Function:  Content & Design
Unit:  Digital

Snowhill, Birmingham, United Kingdom

Salary:  Competitive with great BT benefits

Full time, 3 days a week together in our Manchester or Birmingham Digital Hubs (flexible 2 days wherever).


The immediate assignment:

As a User Research Specialist in BT, you will be accountable for the user research thinking and strategy that supports our squads to craft world class experiences.

You’ll be accountable for providing the digital team with best-in-class digital customer insight to ensure the teams design the best experiences for customers and advisors. You will help define and deliver the user research & testing strategy for BT.

User Research Specialists within BT enable the team to understand and solve user needs related to products and services.

Key accountabilities:


  • User Research - Drive adoption of multiple user research methods by all product teams, 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
  • Implementing the research strategy - Setting direction from findings back into the wider Digital strategy (working with the group insights team when appropriate)
  • Collating and joining up - Responsible for collating findings and ensuring learning activities are not duplicated. Responsible for enabling sharing of research findings across your digital business unit.
  • 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 Digital team.


As a specialist, there’s more to the role: 


  • Keeping designers on track, following the direction set by managers and heads of discipline. 
  • Deputising for the research manager at meetings. 
  • Understanding all research work across an entire alliance. 
  • Providing design community leadership such as events and crits. 
  • Supporting on cross-alliance initiatives, such as messaging guides and major launches 
  • Focusing on quality through peer reviews and mentorship
  • Influencing conversations with stakeholders early to shape the experience for users.
  • Helping create an environment where design squads are creatively supported and encouraged to deliver great work. 
  • Supporting the roll out of new tools and initiatives within their alliance.
  • Playing a role in recruitment to ensure we have the right people and skills. 

Who you are:

We want the best people with the best talent to work with us at BT Business, so don't be put off if you don't feel you meet 100% of these requirements. If you think you're the right fit, we want to hear from you!


  • Experience across B2B and/or B2C research
  • Stakeholder management & influencing
  • Behavioural science & psychology approach - a relentless empathetic curiosity about people and their behaviour. In-depth social and human centred observational research methods
  • Qualitative user research & usability testing - discovering issues and user needs through regular qualitative learning, using a wide range of research methods including moderated lab-based and unmoderated testing
  • Quantitative behavioural analysis - feeding data & analytics into the qualitative process to drive further understanding of users' actions
  • Formative and summative user research activities - including exploratory methods, interviews, ethnographic studies, mental modelling, card sorting, etc
  • Behavioural science approach of the digital team members - running research sessions, fully involving and up-skilling others on research activities knowledge & abilities 
  • Running the lab facilities and capability - enabling large scale daily user research




  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • 50% off EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV with TNT Sports and NOW Entertainment
  • 50% discount for friends and family on EE mobile pay monthly and SIM only plans


Our leadership standards:

-Looking in-

Leading inclusively

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.

What we stand for:


We hire for culture add, not culture fit. We embrace and encourage everyone to bring their unique personalities to the team, fostering an environment where they can freely express themselves with confidence and support. Our commitment to hiring people from diverse backgrounds enhances our team's values and enriches the quality of our work, allowing us to collectively achieve more than the sum of our individual contributions.


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!

Apply now »