About the Role
At BT, we're passionate about creating simple, intuitive and effective digital experiences for our colleagues. That's where User Research comes in.
As a User Research Professional within People Technology and Automation, you'll help teams understand the people behind the products they use. You'll uncover needs, behaviours and challenges, turning research insights into meaningful improvements that shape product decisions and deliver better experiences.
Unlike many research roles that focus on external customers, this role is centred on the experiences, tools and systems used by BT colleagues every day.
Your work will directly influence how thousands of people interact with technology across the business, helping us create experiences that are simpler, more effective and genuinely useful.
Working as part of a multidisciplinary team, you'll collaborate with Product Managers, Designers and Engineers to ensure user needs remain at the heart of everything we do. Whether you're exploring new opportunities, testing concepts or evaluating live products, your research will help teams make confident, evidence-based decisions.
What You Will Be Doing
Plan and deliver user research activities across a range of digital products and services.
Identify the most appropriate research methods to answer product and design questions.
Conduct user interviews, usability testing and other research activities to uncover user needs and behaviours.
Analyse and synthesise research findings, turning insight into clear and actionable recommendations.
Partner with Product, Design and Engineering teams to help shape priorities, improve experiences and reduce delivery risk.
Champion user-centred design and help teams adopt a Build, Measure, Learn approach to product development.
Share research findings across teams to encourage collaboration, create transparency and avoid duplication of effort.
Support both generative and evaluative research, helping teams discover opportunities and measure outcomes.
Contribute to the ongoing development of user research practices, tools and ways of working across the wider Digital organisation.
Essential Skills and Experience
Experience delivering user research in a professional setting, where user research formed a substantial part of your responsibilities — approximately 60% or more of your role.
The ability to independently plan, conduct, analyse and communicate findings from user interviews and usability testing, demonstrating a clear understanding of appropriate research methods and research rigour.
The ability to show how research influenced product decisions, including examples of insights that led to changes in product direction, design or delivery within a team you worked closely with.
Desirable Skills and Experience
Experience conducting research within B2B and/or B2C environments.
Strong stakeholder management and influencing skills, with the ability to build credibility across multidisciplinary teams.
Knowledge of behavioural science, psychology or human-centred design principles.
Experience using a broad range of qualitative research methods, including ethnographic research, mental modelling, contextual enquiry and card sorting.
Understanding of how quantitative data and analytics can complement qualitative research findings.
Experience supporting or coaching colleagues in user research methods and best practice.
The ability to communicate complex findings in a clear, engaging and compelling way for different audiences.
Experience working in Agile product teams and contributing throughout the product development lifecycle.
A passion for understanding people and improving digital experiences through evidence-based decision-making.
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 two weeks off.
Equalised maternity, paternity and adoption leave: 18 weeks’ full pay and eight 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.
Join BT Business
Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear: return to sustainable revenue and EBITDA growth, strengthen our market position and deliver meaningful shareholder value through disciplined execution and bold reinvention.
We are fundamentally reshaping the business, simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.
With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate — creating a business that is simpler, faster, more innovative and easier to do business with.
If you want to be part of the team shaping the turnaround of a multi-billion-pound business and building a stronger, more competitive BT for the future, this is your moment.