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

As our User Research Lead, you will play a key Design leadership role in transforming ways of working and be responsible at a strategic level for providing best-in-class digital customer insight and enabling teams to create truly differentiated, market-leading experiences for our customers.

You will lead the user research function and define and deliver the user research & testing strategy for BT Global, helping teams to understand and solve user needs related to digital products and services.

BT Digital have committed to a 'Build – Measure - Learn' approach to User-Centered Design and User research is a crucial part of that approach. You will ensure the right user research support is provided at every stage. 

We help run research to give designers, product owners and engineers inspiration about how products should work in digital. We help run research after it's been made (or while it's being made) to evaluate whether it's doing what we intended with users.

You'll have the following responsibilities

You will be accountable for being the confident, objective voice of our users. Relentlessly chasing needs-based innovation and producing world class quality experiences.

You will be responsible for:

• User Research Capability - Drive adoption of multiple user research methods by all product teams, initially running the user research process, but moving to a capability approach on appropriate methods when possible, to allow scaling of research activities across all product teams

• Defines the Global research strategy, ensuring findings are input into the wider Digital strategy, working with the group insights team when appropriate and enabling sharing of research findings

• Collating and joining up - Accountable for the execution of user research across tribes, collating findings and ensuring learning activities are not duplicated

• Implementing findings - Accountable for ensuring research is providing actionable recommendations for continuous improvements the products

• Internal improvements - Owns and runs the testing & research process, including the use of both generative and summative research. Continuously improving the practice 

• Coaching and leadership - Continue the evolution of the BT User Research Practice in the Global space. Coach and mentor your team and ensure they have everything they need to do their jobs effectively 

• Design tooling & Ways of Working - Management of user research tools. Implementing processes and training to effectively democratise user research for Designers and Cross-functional Squads

• Practices & Methods - Responsible for scaling our design practice and ways of working across Global Digital and BT Group Digital. Shared ownership and continuous improvement of best practice documentation, templates, methods and Playbook as part of the BT “Digital Way”

• Culture & Community - You’ll be responsible for building and maintaining relationships with your peers across product, engineering and design and across other alliances 

You'll have the following skills & experience

A spectrum of expertise across the following skills (with a specialism in some areas): 

• 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

• Accessibility & inclusive design - Ensuring assistive technologies are a key part of regular research and testing activities

Desirable bonus skills

• Strong understanding or training in ITIL and the management of IT and Cloud operations

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

- Competitive salary 

- World-class training and development opportunities

- 25 days’ annual leave (not including bank holidays)

- Discounted broadband, mobile and TV packages

- Share option and pension scheme programmes

- Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

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!