User Researcher

Job Title:

User Researcher

Req

Job Function:
Design

Posting

Start Date:

27/08/2026

Posting End Date: 13/09/2026

Division:
Consumer

Job Location:

G
-Birmingham-Three Snowhill, G
-London-BTHQ One Braham

Advertised Salary:
Competitive

Closing Date:
Sunday 13th August 2026

Location(s):
Birmingham or London

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.

Join 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.

Plan and deliver end-to-end user research across digital products, services and customer journeys

Conduct a range of research activities including:

• User interviews
• Usability testing
• Surveys
• Card sorting and tree testing
• Journey mapping
• Concept and prototype testing

Collaborate with Product, Design and Engineering teams to shape customer experiences

Translate research findings into clear, actionable recommendations

Bring stakeholders on the research journey through workshops, playbacks and insight sharing

Help teams make customer-centred decisions through evidence rather than assumptions

Significant experience delivering end-to-end user research across digital products, services, propositions or customer journeys using a range of generative and evaluative research methods

Strong stakeholder management and facilitation skills, with the ability to influence decision-making and build alignment across Product, Design, Brand, Commercial and Strategy teams

Proven ability to translate customer insight into actionable recommendations that shape product, service, proposition or brand decisions and deliver measurable customer and business outcomes

Experience conducting face-to-face research in environments such as labs, retail stores, contact centres or customers' homes

Experience supporting proposition, brand or communications development through customer research

Strong accessibility and inclusive research experience

Experience working within large consumer-facing organisations or complex environments

Experience partnering with analytics, customer insight or market research teams

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 – 18weeks’full pay and 8weeks’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.

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.

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