About the role

User Research Specialist shaping UX design at Openreach Technology. Leading research practices to uncover user needs and drive better product decisions while collaborating with design and product teams.

Responsibilities

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.

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).

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’