User Research Lead

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

**About this role**

Working within our corporate unit’s division, you’ll be accountable for providing the team with best-in-class employee insight to ensure teams design the best experiences for our internal BT colleagues. You will define and deliver the user research & testing strategy for all BT employee systems.

We help teams to understand and solve user needs related to digital products and services.

BT Digital have committed to a 'Build, Measure, Learn' approach to User-Centred Design. User research is a crucial part of delivery, and you will ensure appropriate user research support is be provided at each of those stages.

We help run research to give designers, product owners & engineers inspiration about how products should work in digital. We help run continual research before/during & after it's been made to evaluate whether it's doing what we intended with users.

**You'll have the following responsibilities**

**You will be accountable for being the confident, objective voice of our users -** Relentlessly chasing user needs-based innovation and producing world class quality experiences.

**User Research Capability** - Drive adoption of multiple user research methods by all product teams, initially running the user research process, but moving to a capability approach on appropriate methods, when possible, to allow scaling of research activities across all product teams. Defining the research strategy, and ensuring findings are input into the wider Digital strategy (working with the group insights team when appropriate).

**Collating and joining up -** Accountable for the execution of user research at the alliance level, collating findings and ensuring learning activities are not duplicated. Decides the Digital research approach and is responsible for enabling sharing of research findings across Corporate Units.

**Implementing findings -** Accountable for ensuring research is providing actionable recommendations for continuous improvements the products.

**Internal improvements -** Own and run the testing & research process, including the use of both generative and summative research. Continuously improving the practice and deployment of user research across the Digital team.

**Accessibility -** Accountable for the accessibility approach of Digital, including standards, rules, WCAG guidelines and practices covering our approach and design/engineering implementations. Continually finding experiences that are digitally excluding using your technical experience, knowledge of all aspects of accessibility (including blindness, mobility, speech and cognitive) to drive to change across BT, coaching teams on best practices.

**You'll have the following skills & experience**

**Behavioural science & psychology approach - **A relentless empathetic curiosity about people and their behaviour. In-depth social and human centred observational research methods.

**Qualitative user research & usability testing -** Ability to discover issues and user needs through regular qualitative learning, using a wide range of research methods including moderated lab-based and unmoderated testing.

**Quantitative behavioural analysis -** Commercial expertise in feeding data & analytics into the qualitative process to drive further understanding of users actions.

**Formative and summative user research activities -** Including exploratory methods, interviews, ethnographic studies, mental modelling, card sorting, etc.

**Behavioural science approach of the digital team members -** running research sessions, fully involving and up-skilling others on research activities knowledge & abilities.

**Running the lab facilities and capability -** Enabling large scale daily user research.

**Accessibility & inclusive design -** Ensuring assistive technologies are a key part of regular research and testing activities.

**The following qualities**:
**Exceptional collaboration and communication; **skills with an intrinsic ability to turn complexity into simplicity.

**Lean approach to action**; continually finding ways to deliver more value to the users, with less effort.

**Strategic thinking and planning**; driving efficient ways of working, looking to make a best-in-class design team and operating model.

**Entrepreneurial and flexible **approach to activities; ad