User Researcher

Location: Birmingham or London, United Kingdom; required at the contractual location 3 days per week with 2 flexible days.

Company

hirify.global is a UK communications group behind the BT, EE, Openreach, and Plusnet brands, serving consumers, businesses, public sector organisations, and communications providers.

What you will do

• Plan and deliver end-to-end user research across digital products, services, propositions, and customer journeys.
• Conduct user interviews, usability testing, surveys, card sorting, tree testing, journey mapping, and concept or prototype testing.
• Collaborate with Product, Design, and Engineering teams to shape customer experiences.
• Translate research findings into clear, actionable recommendations that influence product, service, proposition, and brand decisions.
• Lead workshops, playbacks, and insight-sharing sessions to build stakeholder alignment.
• Support customer-centred decisions through evidence-based insight.

Requirements

• Significant experience delivering end-to-end user research across digital products, services, propositions, or customer journeys.
• Experience using a range of generative and evaluative research methods.
• Strong stakeholder management and facilitation skills across Product, Design, Brand, Commercial, and Strategy teams.
• Ability to translate customer insight into actionable recommendations and measurable customer and business outcomes.
• Ability to work from the Birmingham or London contractual location 3 days per week.

Nice to have

• Experience conducting face-to-face research in labs, retail stores, contact centres, or customers' homes.
• Experience supporting proposition, brand, or communications development through customer research.
• Strong accessibility and inclusive research experience.
• Experience in large consumer-facing organisations or complex environments.
• Experience partnering with analytics, customer insight, or market research teams.

Culture & Benefits

• Flexible working model with 3 days at the contractual location and 2 flexible days per week.
• 10% on-target annual bonus.
• Private GP access for the employee and immediate family.
• Paid carers leave of up to 2 weeks and enhanced maternity, paternity, and adoption leave.
• Discounts on EE and BT products, including mobile and broadband services.
• Pension contributions of 5% from the employee and 10% from BT, plus holiday purchase options.