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Head of User Research & Accessbility



Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

You’ll be accountable for providing the team with best in class digital customer insight to ensure the teams design the best experiences for customers and advisors. You will define and deliver the digital design research & testing strategy for the EE and BT brands in Consumer. You will be taking the business on the required journey to make a step change in coming best in class in the design space.

What you'll be doing

You will be accountable for being the confident, objective voice of our users. Relentlessly chasing needs based innovation and producing world class quality experiences.
User Research Capability - Drive adoption of multiple user research methods by all product teams, initially running the user research process, but moving to a capability approach on appropriate methods when possible to allow scaling of research activities across all product teams. Defines the research strategy, and ensuring findings are input into the wider Digital strategy (working with the group insights team when appropriate).
Collating and joining up - Accountable for the execution of user research at the alliance level, collating findings and ensuring learning activities are not duplicated. Decides the Digital research approach and is responsible for enabling sharing of research findings across Consumer Digital
Implementing findings - Accountable for ensuring research is providing actionable recommendations for continuous improvements across the products
Internal improvements - Owns and runs the testing & research process, including the use of both generative and summative research. Continuously improving the practice and deployment of user research across the Consumer Digital team.
Accessibility - Accountable for the accessibility approach of Digital, including standards, rules, WCAG guidelines and practices covering our approach and design/engineering implementations. Continually finding experiences that are digitally excluding using your technical experience, knowledge of all aspects of accessibility (including blindness, mobility, speech and cognitive) to drive to change across Consumer, coaching teams on best practices.
We'll also need to see these on your CV

A spectrum of technical expertise across the following skills (with a specialism in some areas):

Behavioural science & psychology approach - a relentless empathetic curiosity about people and their behaviour. In-depth social and human centred observational research methods
Qualitative user research & usability testing - discovering issues and user needs through regular qualitative learning, using a wide range of research methods including moderated lab based and unmoderated testing
Quantitative behavioural analysis - feeding data & analytics into the qualitative process to drive further understanding of users actions
Formative and summative user research activities - including exploratory methods, interviews, ethnographic studies, mental modelling, card sorting etc
Behavioural science approach of the digital team members - running research sessions, fully involving and up-skilling others on research activities knowledge & abilities
Running the lab facilities and capability - enabling large scale daily user research
Accessibility & inclusive design - Ensuring assistive technologies are a key part of regular research and testing activities

Why choose us?

Unprecedented scale and opportunity

Consumer is the largest telco in the industry. With over 20k employees and 34 million customers, we generate over £10bn in revenue. This offers enormous opportunities for our people and to be No. 1 in the market. Our Consumer Unit exists as three household brands - BT, EE & Plusnet from which collectively we generate more revenue than any other part of BT. Our brilliant brands are all beautiful individually. Each has unique attributes that cater to very different segments of the market. This makes our goal possible; to create a connection in every home in the UK by 2025.

Digital superheroes

There’s never been a more exciting time to join the Consumer Digital Team. We’re investing hundreds of millions of pounds into digital and transforming the way we work to create, not just the best digital experience in the telco market, but something that customers talk about as the best in the UK.

We believe in empowering our digital superheroes to work autonomously as teams, and to rapidly learn and develop the best routes and techniques to creating customer value. We’re founded on the core idea that we continuously ‘build, measure, and learn’ which allows us to deliver on our purpose: to drive digital thinking and expertise so that together we can create the best experiences that enhance our customers’ lives.

We’ve got something really special here, something we’re all incredibly proud to be part of. Every day we have the chance to positively impact the lives of the millions of customers that engage with us. To bring them close to the things that matter most to them. This is your chance to join us on our ground breaking journey.

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

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