User Researcher

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. 

What you’ll be doing:

• Plan and deliver end‑to‑end user research using a range of qualitative methods, including usability and observational research
• Conduct accessibility‑informed research to help ensure services and communications work for diverse customer needs
• Synthesise insight into clear, actionable findings that teams can confidently use to improve experiences
• Collaborate closely with stakeholders to understand problems, shape research plans and manage expectations
• Contribute to shared insight by supporting documentation, playback and knowledge‑sharing across teams
• Track and communicate the impact of research, helping demonstrate how insight has influenced outcomes

Essential Skills / Experience:

• Hands‑on experience delivering user research in a consumer or digital environment
• Good grounding in qualitative research methods, usability and behavioural research
• Ability to independently plan, run and synthesise research
• Clear communication skills and confidence working with stakeholders
• Understanding of the importance of accessibility and inclusive research

Desirable Skills / Experience:

• Experience working in agile or fast‑paced delivery environments
• Exposure to analytics or performance data to inform research focus
• Experience researching across marketing, communications or customer journeys
• Candidates ready to step up from a junior role with strong fundamentals

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 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.

Ready to connect for good and help shape the future? Apply now

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.