Senior User Researcher

TL;DR

Senior User Researcher (Product Design): Leading end-to-end research initiatives across BT, EE, and Plusnet to inform product, service, and brand decisions with an accent on evidence-based customer insights. Focus on conducting generative and evaluative research, influencing cross-functional stakeholders, and coaching junior team members to ensure high-quality, customer-centric outcomes.

Location: Must be based in or able to commute to Birmingham or London. The role operates on a hybrid model requiring 3 days per week in the office.

Company

hirify.global is the UK’s leading communications group, connecting consumers and businesses through brands like BT, EE, and Plusnet.

What you will do

• Lead end-to-end user research from problem definition to actionable recommendations.
• Identify and prioritize research opportunities based on customer behavior and business performance.
• Collaborate with Product, Design, and Strategy teams to define research approaches and challenge briefs.
• Synthesize insights across various initiatives to build a shared understanding of customer needs.
• Coach and support junior researchers to maintain high standards of quality.
• Communicate findings and impact to diverse stakeholders to drive decision-making.

Requirements

• Significant experience leading end-to-end user research for digital products or services.
• Strong stakeholder management and facilitation skills to influence cross-functional teams.
• Proven ability to translate customer insights into actionable business recommendations.
• Must be able to work from Birmingham or London offices 3 days per week.

Nice to have

• Experience conducting face-to-face research in labs, retail stores, or contact centers.
• Background in accessibility and inclusive research practices.
• Experience working within large, complex consumer-facing organizations.
• Experience partnering with analytics, market research, or behavioral science teams.

Culture & Benefits

• 10% on-target annual bonus.
• Access to 24/7 online private GP for you and your family.
• Market-leading paid carers leave and equalized maternity/paternity leave.
• Pension scheme with 10% employer contribution.
• Discounted EE and BT products and holiday purchase scheme.