User Researcher (Openreach Design Practice)

BT Group; Martlesham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A telecommunications leader in the UK is seeking a Specialist User Researcher to enhance user research strategies across product areas. The ideal candidate will have hands-on experience in user research or UX design, applied qualitative and quantitative methods, and strong communication skills. Responsibilities include leading research activities and connecting insights to business needs. This role offers significant benefits including an annual bonus, pension scheme, and 25 days of annual leave, fostering a supportive and diverse work environment.

Benefits

Annual bonus of up to 10%

Pension scheme with employee contribution

Life Assurance

Exclusive colleague discounts

Healthcare Cash Plan options

25 days annual leave

Volunteering days

Electric vehicle salary sacrifice arrangement

Qualifications

• Solid hands-on experience in user research and/or UX design.
• Confidence using both qualitative and quantitative methods.
• Skill in breaking down complex problems into clear research plans.
• Comfort working with digital tools and technical teams.
• Excellent communication and stakeholder management skills.

Responsibilities

• Shape and deliver user research strategies across multiple product areas.
• Lead complex discovery and research activities.
• Connect insights across research and business contexts.
• Champion a range of research methods.
• Support stakeholder learning through inclusive, mixed-method research.

Skills

User research experience

Qualitative and quantitative methods

Problem-solving skills

Service design perspective

Technical collaboration

Communication skills

Adaptability

Drive to overcome challenges

Research tools and techniques

Education

Qualification in UX Design or related field

Job description

What you’ll be doing

As a Specialist User Researcher, you’ll:

• Shape and deliver user research strategies across multiple product areas, working closely with design and product teams.
• Lead complex discovery and research activities to uncover user needs and inform experience improvements.
• Connect insights across research and business contexts to build a deep understanding of our users.
• Champion a range of research methods, helping teams scale their approach to evidence‑based design.
• Support stakeholder learning and alignment through inclusive, mixed‑method research – from interviews and usability testing to surveys and journey mapping.
• Keep the team informed on emerging trends in UX and continuously improve how we work.
• Build strong relationships across the business, advocating for user‑centred design at every opportunity.

The skills you’ll need to succeed

We’re looking for a Specialist User Researcher who brings a thoughtful, curious, and collaborative mindset to their work. You’ll thrive in this role if you have:

• Solid hands‑on experience in user research and/or UX design, with a strong user‑centred approach.
• Confidence using both qualitative and quantitative methods, and knowing when to apply each.
• Skill in breaking down complex problems into clear research plans and turning findings into actionable insights.
• A service design perspective – connecting what users need with practical solutions in a fast‑moving tech environment.
• Comfort working with digital tools and technical teams, and understanding how to navigate that space.
• Strong intuition and empathy – you’re good at reading between the lines and uncovering what users really need.
• Excellent communication and stakeholder management skills, with the ability to build trust and influence decisions.
• Adaptability and focus, especially when juggling multiple projects or working through ambiguity.
• Drive to overcome challenges, whether it’s accessing users or navigating internal processes.
• Experience with key research tools and techniques, like journey mapping, personas, usability and content testing, and accessibility best practices.

Desirable (but not essential)

• A qualification in UX Design, UX Research, or a related field.

Our leadership standards

Looking in:

Leading inclusively and Safely – 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.

Benefits

• An annual bonus of up to 10% (company & personal performance dependent)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
• BT TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 25 days annual leave (not including bank holidays), increasing with service
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

About Openreach

We employ more than 35,091 people who install, support and maintain the wiring, fibres and connections which link tens of millions of homes and businesses in the UK to our customers’ networks. A FEW POINTS TO NOTE: Although these roles are listed as full‑time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us. DON’T MEET EVERY SINGLE REQUIREMENT? Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.