User Researcher

BT Group; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

10% on target annual bonus

Private GP 24/7 for you and family

Maternity, paternity, adoption leave -

Holiday purchase scheme

Job summary

BT Group is seeking a User Researcher to join the Consumer design ecosystem in Birmingham or London. You will plan and execute end-to-end research across digital journeys, collaborating with Product, Design and Engineering to shape customer experiences and inform decisions with evidence-based insights.

You will conduct interviews, usability tests, surveys and mapping activities, translating findings into concrete recommendations for product, service and brand teams.

Qualifications

• Significant experience delivering end-to-end user research across digital products and journeys.
• Strong stakeholder management and facilitation skills to influence product decisions.
• Ability to translate customer insights into actionable recommendations that drive outcomes.

Responsibilities

• Plan and deliver end-to-end user research across digital products and customer journeys.
• Conduct interviews, usability testing, surveys, card sorting, and journey mapping.
• Collaborate with Product, Design and Engineering to shape experiences and decisions.
• Present findings through workshops, playbacks and insight sharing to stakeholders.

Skills

User research

Stakeholder management

Facilitation

Qualitative research

Quantitative research

Presenting insights

Decision-making influence

Tools

Research methods

Job description

Req ID: 62276Job Function: DesignPosting Start Date: 14/09/2026Posting End Date: 27/09/2026Division: ConsumerJob Location: GBR-Birmingham-Three Snowhill, GBR-London-BTHQ One BrahamAdvertised Salary: CompetitiveClosing Date: Sunday 27th September 2026Location(s): Birmingham or LondonFlexible WorkingThe 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 roleJoin BT Consumer's User Research team and help shape the experiences used by millions of customers across the BT, EE and Plusnet brands.As a User Researcher, you'll work closely with Product Managers, Designers and Engineers to uncover customer needs, test ideas, improve journeys and influence product decisions through evidence-based insight.This is a hands-on role where you'll own research end-to-end while working alongside an experienced team of researchers, managers and research operations specialists.What you’ll be doingPlan and deliver end-to-end user research across digital products, services and customer journeysConduct a range of research activities including:User interviewsUsability testingSurveysCard sorting and tree testingJourney mappingConcept and prototype testingCollaborate with Product, Design and Engineering teams to shape customer experiencesTranslate research findings into clear, actionable recommendationsBring stakeholders on the research journey through workshops, playbacks and insight sharingHelp teams make customer-centred decisions through evidence rather than assumptionsEssential Skills / ExperienceSignificant experience delivering end-to-end user research across digital products, services, propositions or customer journeys using a range of generative and evaluative research methodsStrong stakeholder management and facilitation skills, with the ability to influence decision-making and build alignment across Product, Design, Brand, Commercial and Strategy teamsProven ability to translate customer insight into actionable recommendations that shape product, service, proposition or brand decisions and deliver measurable customer and business outcomesDesirable Skills / ExperienceExperience conducting face-to-face research in environments such as labs, retail stores, contact centres or customers' homesExperience supporting proposition, brand or communications development through customer researchStrong accessibility and inclusive research experienceExperience working within large consumer-facing organisations or complex environmentsExperience partnering with analytics, customer insight or market research teamsOur PackageTailored 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 bonusAccess to an online private GP 24/7 for you and your immediate familyMarket-leading paid carers leave with up to 2 weeks offEqualised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half payDiscounted EE and BT products, including mobile and broadbandMarket leading Pension scheme – 5% from you and 10% from usHoliday purchase schemeYou can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.