User Researcher (Product Design)

TL;DR

User Researcher (Product Design): Leading end-to-end research initiatives to shape customer journeys and business strategy with an accent on deep research expertise and stakeholder influence. Focus on identifying research opportunities, coaching junior team members, and linking actionable insights to customer experience and commercial outcomes.

Location: Must be based in Birmingham or London. The role follows a hybrid working 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, Openreach, and Plusnet.

What you will do

• Lead end-to-end user research from problem definition to synthesis and actionable recommendations.
• Proactively identify and prioritize research opportunities based on customer behavior and business performance.
• Collaborate with stakeholders to define research approaches and ensure clarity on project outcomes.
• Synthesize insights across complex customer journeys to build a shared understanding of user needs.
• Coach and support junior researchers while maintaining high standards of quality assurance.
• Communicate findings effectively to diverse audiences to influence decision-making.

Requirements

• Must be based in or able to commute to Birmingham or London.
• Strong hands-on experience delivering user research in consumer or digital organizations.
• Broad knowledge of research methods and clear judgment on their application.
• Ability to link research insights to commercial and performance outcomes.
• Confident stakeholder management and ability to influence constructively.
• Excellent verbal and written communication skills.

Nice to have

• Experience working across end-to-end customer journeys and brand touchpoints.
• Experience supporting research strategy or acting as a deputy for leadership.
• Strong background in accessibility and inclusive research.
• Experience working alongside analytics and data teams.

Culture & Benefits

• 10% on-target annual bonus.
• Market-leading pension scheme (5% employee / 10% employer contribution).
• Comprehensive health support including 24/7 online private GP access.
• Equalized maternity, paternity, and adoption leave (18 weeks full pay).
• Market-leading paid carers leave.
• Discounts on EE and BT products.