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Why BT Digital?
Our Digital unit is responsible for leading BT’s digital transformation, delivering brilliant customer experiences and creating the innovative products and services our customers need.
BT’s future will be defined by our ability to rapidly bring compelling, innovative ideas to market, partnering with our customers and suppliers to deliver innovative, adaptable solutions, delivered over best-in-class digital platforms.
Digital’s role is to drive all elements of that equation, from digital innovation through platform delivery and product development, and to do so with absolute focus on our customers. Whether it’s creating services like connected care solutions that help you track your loved ones’ wellbeing, or security apps that guard against cyber-attacks, Digital is about leading BT’s digital transformation, driving service innovation and delivering the products and services our customers need to support their own goals fast, and at scale.
This position is in an important team focused on sales acquisition. You’ll be working across our product and design teams looking at how user research can push the levers to increase conversion and improve drop-off rates, Product Detail Page improvements and optimisations across the whole sales journey for mobile and broadband. And not just limited there, there are exciting projects happening in our product sales journeys!
When we say you’re welcome here at BT, in line with our manifesto of being sustainable, responsible and inclusive we really mean it. We want our teams to fully represent the communities and customers we serve.
We’re open and understanding, so if you need us to make some adjustments to the interview process, let us know. We encourage and celebrate working flexibly, whether that means working certain hours to help with your lifestyle. Talk to us and let’s see what we can do.
Why this job matters
The User Research Specialist independently executes a range of advanced activities within a multi method research arm aiming to translate business and design questions into key research findings that drive the understanding of users in turn shaping product strategy and end user experience.
What you’ll be doing – your accountabilities
1. Delivers the user research strategy across multiple verticals together with colleagues from product design, market research and product management and ensures knowledge sharing across the company
2. Drives the adoption of multiple user research methods across all product teams, driving the user research process moving towards a capability approach on appropriate methods and when possible, to allow scaling of research activities across all product teams
3. Contributes to the user research discipline in the education of stakeholders and developing a shared approach for qualitative and quantitative research encompassing various methodologies like remote and on-site studies, user and stakeholder interviews, usability testing, online surveys, user journey mapping, and more
4. Drives the execution of research programs and road mapping, as well as management of resources on the identified research programs.
5. Synthesizes and prioritizes research topics across the organization, working with design leadership and cross-functional product groups
6. Delivers complex programs and the execution of studies for foundational research, competitive analysis, usability and design research, and other prioritized areas.
7. Champions, continuously develops and shares with team knowledge on emerging trends and changes in the user experience field
8. Mentors other user experience researchers, helping to improve the team’s craft and meet ambitions as well as act as a technical resource
9. Implements continuous improvement opportunities to improve the user research processes.
The skills you’ll need to succeed.
User Centered Design
User Research & Customer Need Identification
User Interviews
Qualitative & Quantitative Methods
Usability Testing
Persona Mapping
Accessibility Management
Wireframing
Data Analysis
Design Strategy
User Experience Research
User Flows
User Journey Mapping
Leadership accountabilities:
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 organization.
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.
Growth mindset - I experiment and identify opportunities for growth for both myself and the organization.
Building for the future - I build diverse future-ready teams where all individuals can be at their best.
Please apply if you are an immediate joiner or serving Notice Period and holds experience for 8+ years and relevant 5+ years experience as UX Researcher.