Why this role matters
This role supports the overall Experience Studio vision: to deliver excellent user experiences via continuous improvement through experimentation. The role holder will play a crucial role in managing a team that delivers excellent user experiences for projects that support internal and external products and services across all channels and touch points.
By applying a high level of user research skills and domain knowledge to solve complex user problems, you’ll be directly affecting internal and external stakeholders to contribute towards the wider vision and goals of Digital Transformation across BT.
The role holder will manage a team of Experience Research Analysts, and coordinate a team of Experience Research Consultants, to deliver user research insight for projects coming into the Experience Studio.
Held to account for: The quality of user insights delivered, ranging from: unbiased user interviews through to ethnographic observation to comprehensively understand the user, stakeholder and business needs. With the use of user journeys, personas, A/B testing, analytical & BI analysis, user scenarios and storyboarding, your team will be able to illustrate rationally and concisely the insight you collect.
As an Experience Research Manager, you’ll be responsible for managing a team of direct and matrix reports to ensure that the research team’s project objectives are met to their most effectiveness, whilst adhering to the high quality expectations.
What you'll be doing
Managing resources directly to ensure that projects are supported with the appropriate level of quality and speed
Managing the UX research processes for each project
Leading problem-identification workshops, focus groups and surveys
Lead and contribute regularly to quality reviews such as retrospectives and post-mortems for your own, and peer’s, outputs
To ensure visual designs truly represent the users’ needs and validate these accordingly
Works independently to select the most appropriate methodology for the situation, which may require adaptation of existing methodologies to be pragmatic yet effective
We'll also need to see these on your CV
Experienced UX research practitioner
Experience of leading and managing high-performing teams, including being an effective coach, mentor and educator
Understands, and can judiciously apply, primary and secondary user-centred research approaches, including: interviews, surveys, data analysis, focus groups, online, prototypes and ethnographic studies
Understands deeply and can apply user-centred design practices and methodologies, for usability and Persuasion, Emotion and Trust (PET)
Capable of managing several work-streams to time and quality controls
Expert and nuanced communicator, in written and verbal formats including presentations to large audiences
Understand the purpose and roles of user experience professionals throughout a project lifecycle and follows usability guidelines and best practices
Maintains composure whilst submitting cogent and structured arguments to gain buy-in and influence decisions to small groups of stakeholders
Able to interpret stakeholder’s true opinions through their mannerisms, actions, and verbal communications
Highly likely to possess a qualification to degree level, preferably in a discipline such as Graphic Design, Computer Science, Marketing, Psychology or Ergonomics
Experienced UX research practitioner who can interpret stake