User Research Manager (EE/Consumer) (Snowhill, Birmingham, United Kingdom)

Hybrid 3 days a week together out of our London, Bristol, Birmingham, Manchester, or Leeds offices (flexible 2 days remote wherever).

Why this job matters

Join Our Team and Make an Impact

As part of our dynamic team, you’ll collaborate with colleagues across Consumer and beyond to create exceptional end-to-end journeys for BT, EE, and Plusnet users.

In this role, you will lead a team of user researchers, guiding the direction of research across BT and ensuring high-quality delivery across multiple teams. You’ll also work closely with Design and Product Leads at an alliance level to ensure research is well-planned and delivers meaningful value.

Through your research, you’ll identify and prioritise the most important problems the organisation needs to address, whether at a strategic or squad level. You’ll help ensure teams ask the right questions, tackle the right challenges, and foster collaboration across the board. Your user research activities will play a key role in gaining a shared understanding of user needs and pushing the boundaries of innovation in what we’re building.

You’ll demonstrate leadership and achieve outcomes while nurturing a strong community of practice. As a trusted consultation point within the team, you’ll proactively contribute to the department’s success.

Goals You’ll Help Us Achieve

Colleagues gain a deep understanding of real user problems and goals through exploratory research. User research becomes a collaborative effort, with relevant colleagues and stakeholders engaged throughout the process. User research consistently influences the design of our products and services. BT’s metrics are centred around the customer experience. We combine analytics and research findings in smart ways to produce insights that are both comprehensive and compelling. Colleagues can independently access and use user research without introducing bias. We have the research capability needed to meet all our research demands. BT gains a strong understanding of real user needs and the value of addressing them. We have the tools, space, and resources required to work effectively.

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!