User Researcher – Openreach Design Practice
BT Group
full-time
Posted on:
Location Type: Hybrid
Location: Ipswich • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Shape and deliver user research strategies across multiple product areas, working closely with design and product teams.
- Lead complex discovery and research activities to uncover user needs and inform experience improvements.
- Connect insights across research and business contexts to build a deep understanding of our users.
- Champion a range of research methods, helping teams scale their approach to evidence-based design.
- Support stakeholder learning and alignment through inclusive, mixed-method research – from interviews and usability testing to surveys and journey mapping.
- Keep the team informed on emerging trends in UX and continuously improve how we work.
- Build strong relationships across the business, advocating for user-centred design at every opportunity.
Requirements
- Solid hands-on experience in user research and/or UX design, with a strong user-centred approach.
- Confidence using both qualitative and quantitative methods, and knowing when to apply each.
- Skill in breaking down complex problems into clear research plans and turning findings into actionable insights.
- A service design perspective – connecting what users need with practical solutions in a fast-moving tech environment.
- Comfort working with digital tools and technical teams, and understanding how to navigate that space.
- Strong intuition and empathy – you’re good at reading between the lines and uncovering what users really need.
- Excellent communication and stakeholder management skills, with the ability to build trust and influence decisions.
- Adaptability and focus, especially when juggling multiple projects or working through ambiguity.
- Drive to overcome challenges, whether it’s accessing users or navigating internal processes.
- Experience with key research tools and techniques, like journey mapping, personas, usability and content testing, and accessibility best practices.
- A qualification in UX Design, UX Research, or a related field (desirable but not essential).
Benefits
- An annual bonus of up to 10% (company & personal performance dependent)
- BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
- Life Assurance
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
- BT TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
- Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- 25 days annual leave (not including bank holidays), increasing with service
- Volunteering days so you can give back to your local community
- Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
user researchUX designqualitative methodsquantitative methodsjourney mappingpersonasusability testingcontent testingaccessibility best practicesservice design
Soft skills
communicationstakeholder managementempathyadaptabilityproblem-solvingrelationship buildinginfluencetrust buildingfocusdrive
Certifications
UX Design qualificationUX Research qualification