User Research Manager (EE/ Consumer)

What you’ll be doing

Organise the allocation of team members to services based on their skills and specialisms.

Coach and mentor colleagues, fostering a culture of collaboration and knowledge sharing.

Influence working practices and behaviours across teams to support a user-centred design approach.

Set the strategic direction for user research, ensuring high-quality standards are maintained across teams, and lead multiple or highly complex services.

Help BT adopt a diverse range of analysis and synthesis techniques, supporting user researchers in continuously improving and innovating their practices to generate clear, actionable insights.

Champion inclusive research by ensuring all types of users are represented in relevant research activities. Advocate for inclusive practices and assist teams in designing accessible services that meet the needs of all users.

Lead the adoption of a wide range of user research methods, while guiding a community of practice to help BT assure, improve, and innovate their research methods, maintaining high standards across the team.

Work at pace using agile methodologies in technical and complex environments.

Confidently communicate your work, both verbally and in writing.

Advocacy

Promote and communicate the work of Consumer Digital and its projects, sharing ideas and best practices both internally and externally.

Encourage a collaborative approach to solution delivery and stakeholder engagement.

Actively participate in the user research community outside of BT, EE, and Plusnet.

Maintain an active digital presence, contributing to the broader conversation.

The duties outlined above are not exhaustive. The job description may be reviewed periodically to ensure it meets the evolving needs of the service.

Personal specification

Excellent Communication Skills
You have the ability to present complex information clearly and effectively, ensuring that key messages are easily understood by diverse audiences.

User-Centred Expertise
You are experienced in addressing the needs of users across multiple channels. Drawing on your insight and expertise, you understand how user needs have evolved over time and ensure these needs are met by the business. You know how to apply strategic thinking to deliver the best possible service for the end user.

Team Building and Management
You possess strong team-building and management skills, with the ability to motivate, lead, and develop a team. You ensure resources are organised efficiently and effectively, maximising team performance.

Behavioural Science & Psychology
You bring a relentless, empathetic curiosity about people and their behaviour, supported by in-depth knowledge of 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 EE EE 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!