Senior User Researcher (UX)
BT Wholesale
United Kingdom, Birmingham
2d ago

Within BT Enterprise we are rapidly transforming the experiences we deliver to our customers through agile and human-centred product design.

In order to stand in the shoes of our diverse customer audience covering SoHo, Small Medium Enterprise, Corporates & Public Sector and Wholesale businesses, we conduct research continuously throughout the design life cycle and across all touchpoints and channels.

Working closely with CX, UX, Product and Analytics the User Researcher works as part of the User Research chapter, supports the User Research Manager in planning strategic research and conducts research activities across product squads and project teams.

As a User Researcher you will be passionate about driving design decisions from customer insight, developing empathy for the customer and understands the direct impact on business success by doing so.

You'll have the following responsibilities

  • You'll plan and conduct user research across product squads and project teams.
  • You'll be a design thinker, confidently facilitating discovery sessions with cross-functional stakeholders
  • You will paint a full picture of customer need across digital channels and touchpoints.
  • Work with CX, Data and Insights peers to gather and synthesize industry research, competitor analysis, brand studies, trends and gap analysis to inform experience strategies.
  • Test for usability and accessibility.
  • Analyse and synthesise data to build consensus and challenge assumptions.
  • You'll turn research data into clear findings to inform decisions across product delivery project teams and squads.
  • You'll be a subject matter expert for User Research.
  • Provide research methodology advice to enable peers and project teams to conduct their own research successfully.
  • You will help maintain, develop and promote customer journey maps and personas.
  • Support the development of a research roadmap for experience driven by strategic priorities and tactical demand.
  • Build internal strategic relationships across the BT research community and with critical stakeholders in CX, UX, Digital Product and Analytics.
  • You'll have the following skills & experience

  • Related BA / BS degree in Marketing, Computer Science, Cognitive Science, Psychology, Information Science, or comparable experience as a user research practitioner
  • User Research Specialist planning and conducting quantitative and qualitative user-centred design research, including usability testing and heuristics
  • Design Thinker Able to use logic, imagination, intuition, and holistic reasoning to explore possibilities and deliver user-centred outcomes
  • Analyst developing quantitative and qualitative data sets into actionable insights
  • Feedback focused - Understands and applies agile and lean principles of rapid build / measure / learn cycles.
  • Customer obsessed experience developing personas and contributing to customer journey maps
  • Problem solving - Excellent analytical, problem-solving and organizational skills.
  • Collaborator Works with chapter peers, scrum teams and business stakeholders to maximise value by enabling user research
  • Tool savvy Confident user tools like, UserLytics, Optimal Workshop, SurveyGizmo, HotJar, Mural, Google Analytics, Medallia.
  • Benefits

    Community culture we’re bringing people from a wide range of backgrounds together to create a culture where everyone can be their best.

    Our colleagues lead the way on wellbeing, diversity and inclusion, making sure everybody feels supported and valued. Be part of our community.

    Flexible lifestyle we understand you’ll have commitments outside work. Tailor your working hours to find a work-life balance that suits you.

    Endless opportunities our unrivalled professional development programmes are available to all our colleagues. Build a career you’re passionate about.

    Top-of-the-range tech we’ve invested in brilliant new buildings and the technology to go with it. You’ll have all the tools you need to connect, create and innovate.

    Bright future our agile approach means we’re more collaborative and dynamic than ever. We’ve reset what it means to work at BT.

    Join us as we build our digital future.

    Package includes :

  • Competitive Salary
  • 10% annual salary bonus
  • 10% employer pension contribution
  • 25 days holiday plus bank holiday's
  • Rewards scheme including health and dental discounts
  • ExperienceDesign

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