Full time, 3 days a week together in our Birmingham office (flexible 2 days wherever).
 

This role will sit within BT Business and will be part of the digital transformation of online services that help and support our business customers of all sizes and provide seamless online journeys to help them get to where they need to be.

BT Group’s Digital unit is leading BT Group’s digital transformation, driving service innovation and delivering the products and services our customers need to support their own goals fast, and at scale.

The immediate assignment:

Your time will be spent managing a team of user researchers, helping set the direction of research across BT and assuring the quality of user research delivery across multiple teams. You will also collaborate at alliance level with Design and Product Leads to ensure research is planned appropriately and delivers value.

Through research you will identify and prioritise problems what the organisation needs to solve either at strategic or squad level. You will ensure the right teams ask the right questions and solve the right problems and lead collaboration with those teams. You will facilitate user research activities to gain a shared understanding of user needs and push the boundaries of what we are building.

You will demonstrate through outcomes while managing and leading others as part of a strong community of practice. You will be a key consultation point across the team and a proactive member of the department.

What the job involves: 

• Organising the allocation of people to services based on an understanding of their skills and specialisms.
• Coaching and mentoring colleagues, establishing a culture of collaboration and skills sharing 
• Influencing working practices and behaviors in teams to support a user-centered design approach. 
• Setting direction, assuring the quality of user research across teams and lead multiple or highly complex services 
• Helping BT adopt a wide range of analysis and synthesis techniques. You will help user researchers continually assure, improve and innovate their practices to generate clear and valuable findings. 
• Inclusive research. You can help teams understand the diversity of users of BT services. You will include all kinds of users in appropriate research activities. You will advocate for inclusive practices and help teams design and deliver accessible services that work for all users. 
• You will help BT adopt a wide range of user research methods. You can lead a community of practice to help BT assure, improve and innovate their user research. 
• Working at pace using agile methods in technical and complex environments. 
• Confidently speaking and writing about your work.

 
Who you are:

• Excellent communication skills with the ability to present complex information clearly and effectively   
• You are experienced in meeting the needs of users across a variety of channels - You can bring insight and expertise in how user needs have changed over time to ensure these are met by the business. You know how to apply strategic thinking in how to provide the best service for the end user
• Strong team building and management skills - The ability to motivate, lead and develop a team ensuring resources are organised appropriately and effectively  
• Behavioural science & psychology approach - A relentless empathetic curiosity about people and their behaviour. In-depth social and human centred observational research methods 
• Qualitative user research & usability testing - Discovering issues and user needs through regular qualitative learning, using a wide range of research methods including moderated lab-based and unmoderated testing 
• Quantitative behavioural analysis - Feeding data & analytics into the qualitative process to drive further understanding of users actions 
• Formative and summative user research activities - Including exploratory methods, interviews, ethnographic studies, surveys, mental modelling, card sorting, etc 
• Behavioural science approach of the digital team members - Running research sessions, fully involving and up-skilling others on research activities knowledge & abilities  
• Running the lab facilities and capability - Enabling large scale daily user research 
• Accessibility & inclusive design - Ensuring assistive technologies are a key part of regular research and testing activities

 
What BT Business can offer you:

• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Life Assurance
• Pension scheme
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 50% off BT and EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
• 50% discount for friends and family on EE mobile pay monthly and SIM only plans

Our leadership standards:

-Looking in-

Leading inclusively
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.

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.

How to apply:

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

What we stand for:

We hire for culture add, not culture fit. We embrace and encourage everyone to bring their unique personalities to the team, fostering an environment where they can freely express themselves with confidence and support. Our commitment to hiring people from diverse backgrounds enhances our team's values and enriches the quality of our work, allowing us to collectively achieve more than the sum of our individual contributions.