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User Research Manager (EE/Consumer Digital)

Job Req ID: 37770

Posting Date: 7 Sep 2024

Function: Content & Design

Unit: Digital

Location:

1 Braham Street, London, United Kingdom

Salary: Competitive, with great BT benefits!

Hybrid 3 days a week together out of our London or Birmingham offices (flexible 2 days remote wherever).

Why this job matters

You’ll work with colleagues across Consumer Digital and beyond to be part of a team who develop excellent end-to-end journeys for BT, EE and Plusnet users.

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 that 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.

Goals you’ll be helping us work towards

• Colleagues understand the real problems and goals users have through exploratory research.

• User research is a team sport, and relevant colleagues and stakeholders are involved throughout the research process

• User research influences the products and services we design

• BT's metrics are customer focused

• We have smart ways to combine analytics and research findings together to create insights that are comprehensive and convincing.

• Colleagues can self-serve user research where possible without inserting bias

• We have sufficient research capability to support all research needs

• BT have a good understanding of real user needs and the value of meeting them

• We have the tools and space we need to work effectively

What you’ll be doing

• Organise the allocation of people to services based on an understanding of their skills and specialisms

• Coach and mentor colleagues, establishing a culture of collaboration and skills sharing

• Influence working practices and behaviours in teams to support a user-centered design approach.

• Setting direction, assuring the high 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 and maintain high standards across the research team.

• Working at pace using agile methods in technical and complex environments.

• Confidently speaking and writing about your work.

Advocacy

• Promote and communicate the work of Consumer Digital and its projects internally and externally, sharing ideas and best practice

• Foster a collaborative approach to solution delivery and engagement

• Play an active role in the user research community outside of BT, EE and Plusnet

• Maintain an active digital presence

The duties above are not intended to be an exhaustive list. The job description may be reviewed periodically to ensure that the duties meet the requirements of the service and to make any necessary changes.

Personal specification

• 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 with 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

Our leadership standards

Looking in:

Leading inclusively and Safely

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.

Benefits

• Competitive salary

• 25 days annual leave (plus bank holidays)

• 10% on target bonus

• Life Assurance

• Pension scheme

• Direct share scheme

• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.

• 50% off EE mobile pay monthly or SIM only plans

• Exclusive colleague discounts on our latest and greatest BT broadband packages

• BT TV with TNT Sports and NOW Entertainment

• 50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

Diversity & Inclusion

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.

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!