User Researcher; Senior

Position: User Researcher (Senior) - 12 Months Fixed Term Contract
Job Description

Job Title:

User Researcher (Senior) - 12 Months Fixed Term Contract Req  Function:
Design Posting

Start Date:

10/07/2026

Posting End Date: 21/07/2026

Division:
Consumer

Job Location:

G
-Birmingham-Three Snowhill, G
-London-BTHQ One Braham Advertised Salary:
Competitive
** Closing Date:
** Tuesday 21st July 2026
** Location(s):
** Birmingham or London
** Flexible Working
** 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.##
** About the role
** We're looking for an experienced User Researcher to join BT Consumer on a 12-months contract.

This is a senior individual contributor role within our central User Research team, supporting customer-centred decision making across BT, EE and Plusnet. You'll work across product, proposition, service and brand initiatives, helping teams better understand customer needs, behaviours and pain points before investing in new experiences or launching changes to market.

The role combines hands-on research delivery with stakeholder influence. You'll conduct research directly with customers in a variety of environments, facilitate collaborative activities with cross-functional teams, and ensure decisions are informed by evidence rather than assumptions.

You'll work closely with Product, Design, Strategy, Brand, Marketing, Insights, Regulatory and Compliance teams to help shape products, services and customer journeys that are both valuable to customers and commercially effective.##
** What you’ll be doing
*** Lead end‐to‐end user research, from shaping the problem through to synthesis and recommendations, using a broad range of methods.
* Proactively identify and prioritise research opportunities based on data, insight, customer behaviour and business performance.
* Work closely with stakeholders to challenge briefs, define the right research approach and ensure clarity on what research can and cannot answer.
* Join up insight across initiatives and journeys, helping teams build a shared understanding of customer needs and behaviours.
* Coach and support more junior researchers, role‐modelling high standards and contributing to team capability and quality assurance.
* Clearly communicate findings, recommendations and impact to varied audiences, linking insight to outcomes and decision‐making.##
** Essential Skills / Experience
*** Significant experience leading 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.##
** Desirable Skills / Experience
*** Experience conducting face-to-face research in environments such as laboratories, retail stores, contact centres or customers' homes.
* Experience supporting brand, proposition or communications development through customer research.
* Strong accessibility and inclusive research experience, including adapting research approaches for diverse customer needs.
* Experience working within large consumer-facing organisations or complex, multi-stakeholder environments.
* Experience partnering with analytics, customer insight, market research or behavioural science teams.##
** Our Package
** 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 – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension…