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Role Overview & Mandate
Executive Summary
User Research Specialist Job Req ID: 9922...
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User Research Specialist
Job Req ID: 9922
Posting Date: 13-Jan-2023
Function: Customer Service
Location:
One Braham (4140), London, United Kingdom
Salary: Competitive + Excellent Benefits
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.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
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.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
Locations: London, Birmingham, Bristol
About the role:
You will become part of the BT Enterprise team, were we are scaling our adoption of Design Thinking, Lean Start-up and Agile methods to power product innovation, transforming experiences to deliver more value to our customers. As Senior User Researcher, you’ll be part of our growing Experience Design (XD) Chapter hands-on designing complex products and services for BT, EE and Plusnet and driving positive customer and business outcomes. You will independently plan and conduct research across product squads and projects.. You are passionate about driving design decisions from customer insight, developing empathy for the customer and understand the direct impact on business success by doing so.
What you’ll be doing:
- Lead user research studies for products and services within multi-disciplinary teams.
- Plan and conduct user research. Either internally or organised through our partner agencies.
- Paint a full picture of customer need across digital channels and touchpoints. Working with Experience Design team, gather and synthesize industry research, competitor analysis, brand studies, trends and gap analysis to inform experience strategies.
- Coach chapter members to grow their user research practice and non-technical capabilities.
- Test for usability and accessibility. Execute either internally or through our partner agencies.
- Analyse and synthesise data to build consensus and challenge assumptions. Turn research data into clear findings to inform decisions across Digital.
- Be the subject matter expert. Provide research methodology advice to peers and project teams.
- Drive a customer-centric approach. Help maintain, develop and promote customer journey maps and personas from a digital perspective.
- Develop a research roadmap for digital experience driven by strategic priorities and tactical demand.
- Build external strategic relationships. Between BT and external partner agencies.
- Build internal strategic relationships across the BT research community and with critical stakeholders in Experience Design, UX, Digital Product and Analytics.
What skills and experience you’ll need:
- User Research – passionate about understanding user behaviours, needs, and motivations through quantitative and qualitative research methodologies.
- Reporting – Collating quantitative and qualitative data sets into actionable insights.
- Design Thinking – Able to use logic, imagination, intuition, and holistic reasoning to explore possibilities and deliver user-centred outcomes.
- Communicating - Able to express my thinking clearly to others when writing, speaking and presenting.
- Problem solving - Excellent analytical, problem-solving and organizational skills.
- Leadership - Exceptional leadership skills across multi-disciplinary teams and projects.
- Tools - User research and testing tools e.g., UserZoom, Qualtrics, Optimal Workshop, SurveyGizmo, HotJar, Mural, Google Analytics, Medallia.
- Related BA/BS degree in Marketing, Computer Science, Cognitive Science, Psychology, Information Science or comparable experience as a senior user research practitioner.
Hands on Experience:
- Leading user research projects.
- Managing vendors and defining statements of work.
- Planning and conducting quantitative and qualitative user-centred design research.
- Usability testing and heuristics.
- Working with quantitative, behavioural analysis and statistics, data analytics.
- Developing and interpreting customer journey maps.
- Persona development.
- Delivering customer insight which drives improvements in customer experience metrics.
- Leveraging relationships, influencing and maintaining effective partnerships with key stakeholders.
- Working with iterative, agile delivery methodologies.
Benefits:
- Competitive salary
- 10% on target bonus
- 25 days annual leave, plus bank holidays
- Pension scheme (5% from you, 10% from BT)
- Flexible benefits
- Employee discounts (50% off EE for you, 30% off EE for friends & family and discounted BT broadband & TV)
- Hybrid working
Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
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