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

You’ll work with colleagues across Consumer Digital and beyond and be part of a team who develop excellent end-to-end journeys for BT, EE and Plusnet users.  

Your time will be split between working at alliance level to deliver value to users and managing a team of User Researchers. Setting direction, assuring the quality of user research delivery across teams.  

Through research you will identify and prioritise problems what the organisation needs to solve either at strategic or squad level. You will ensure the right teams ask the right questions and solve the right problems and lead collaboration with those teams. You will facilitate user research activities to gain a shared understanding of user needs and push the boundaries of what we are building.

ExperienceDesign

You'll have the following responsibilities

● Organise the allocation of people to services based on an understanding of their skills and specialisms

● Coach and mentor colleagues, establishing a culture of collaboration and skills sharing

● Influence working practices and behaviors in teams to support a user-centered design approach.

● Setting direction, assuring the quality of user research across teams and lead multiple or highly complex services

● Helping BT adopt a wide range of analysis and synthesis techniques. You will help user researchers continually assure, improve and innovate their practices to generate clear and valuable findings.

● Inclusive research. You can help teams understand the diversity of users of BT services. You will include all kinds of users in appropriate research activities. You will advocate for inclusive practices and help teams design and deliver accessible services that work for all users.

● You will help BT adopt a wide range of user research methods. You can lead a community of practice to help BT assure, improve and innovate their user research.

● Working at pace using agile methods in technical and complex environments.

● Confidently speaking and writing about your work.

You'll have the following skills & experience

• Excellent communication skills with the ability to present complex information clearly and effectively  

• You are experienced in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure these are met by the business. You know how to apply strategic thinking in how to provide the best service for the end user. 

• Strong team building and management skills with the ability to motivate, lead and develop a team ensuring resources are organised appropriately and effectively 

• 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, surveys, 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

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 and on-target bonus plan

- 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!