What you’ll be doing
1. Organise the allocation of people to services based on an understanding of their skills and specialisms
2. Coach and mentor colleagues, establishing a culture of collaboration and skills sharing
3. Influence working practices and behaviours in teams to support a user-centered design approach.
4. Setting direction, assuring the high quality of user research across teams and lead multiple or highly complex services
5. 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.
6. 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.
7. 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.
8. Working at pace using agile methods in technical and complex environments.
9. Confidently speaking and writing about your work.
Advocacy
10. Promote and communicate the work of Consumer Digital and its projects internally and externally, sharing ideas and best practice
11. Foster a collaborative approach to solution delivery and engagement
12. Play an active role in the user research community outside of BT, EE and Plusnet
13. 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
14. Excellent communication
15. skills with the ability to present complex information clearly and effectively
16. 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.
17. Strong team building and management skills with the ability to motivate, lead and develop a team ensuring resources are organised appropriately and effectively
18. 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
19. Competitive salary
20. 25 days annual leave (plus bank holidays)
21. 10% on target bonus
22. Life Assurance
23. Pension scheme
24. Direct share scheme
25. Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
26. 50% off EE mobile pay monthly or SIM only plans
27. Exclusive colleague discounts on our latest and greatest BT broadband packages
28. BT TV with TNT Sports and NOW Entertainment
29. 50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan