Job Description
User Researcher (Senior)
Req ID:  57774
Posting Start Date:  15/04/2026
Job Function:  Brand and Marketing
Division:  Consumer
Job Location:  GBR-Birmingham-Three Snowhill, GBR-London-BTHQ One Braham
Advertised Salary:  Competitive

Closing Date: Sunday 26th April 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

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.

What you’ll be doing

  • 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

Essential Skills / Experience

  • 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

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

At EE, we’re harnessing the power of technology to bring people together and make life better.

You’ll use your energy and ambition from similar roles where you’ve thrived, met goals, achieved targets, influenced others, or provided great service and you’ll already have the transferrable skills to shine here. You’ll take responsibility for delivering results and collaborate with your team to share ideas and celebrate success. We’ll give you all the training, tools, and support you need to build your confidence and achieve your targets. 

We understand that life doesn’t always follow a set schedule, so we help our people work flexibly – for example, allowing you to plan your own breaks or bank time off to make sure you don’t miss the moments that matter most. 

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. Bring your energy, curiosity, and ambition – and we’ll match it with opportunity. Join us at EE and turn your potential into performance. 

[For corporate TA within Consumer]

EE is the UK’s largest mobile network and a core brand within BT Group’s Consumer unit. Many of our roles are employed by EE but work across a growing, multi‑brand Consumer environment – supporting customers across our family of brands, BT, EE and Plusnet.

You’ll benefit from EE’s strong people proposition, development opportunities and culture, while helping shape the future of consumer connectivity at scale.