UX Researcher (B2C)

This job is with Virgin Media O₂, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. As a UX Researcher, you will be joining a team of motivated specialists who are dedicated to creating seamless, customer-centric digital experiences that delight customers and compel them to transact with us across Virgin Media and O2. Reporting into the User Research Lead, we are seeking a customer‑obsessed UX researcher to join our Digital team. In this role, you will help inform and inspire user experience design through mixed‑methods research in a fast‑paced environment by generating and sharing insights from sources such as website/app surveys, moderated and unmoderated usability testing, moderated interviews / focus groups, competitor analysis, tree testing, card sorting etc.

Responsibilities

• Deliver in‑house user research project (either face‑to‑face or remote) – including set up, recruitment, moderation, data collection, analysis and debrief.
• Act as a UX research expert, providing advice and guidance on the most appropriate tools/methodologies to answer business problems.
• Be responsible for full project management of onsite website surveys (including scription, analysis and debrief), analysis of online user behavioural data, and use this data to provide ideas for optimisations and support discovery research.
• Support Product Managers, UX designers and copywriters to deliver best‑in‑class user experiences across web and app – keeping them informed of any findings, and ensuring they understand and can act on insight generated.
• Champion the voice of the customer throughout Digital to ensure optimisation backlogs, product roadmaps and strategic goals represent customer priorities.
• Be competent in delivering research presentations and recommendations to a wide range of stakeholders including Directors, Product Managers, UX designers, Copywriters, Analysts etc. Ensuring action is taken from research you have undertaken.

Who we are

The UK’s fastest broadband network, the nation’s best‑loved mobile brand, and one of the UK’s biggest companies. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

Our ways of working

We’re a flexible‑first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person – in team meetings, offsites, volunteering days, cross‑functional projects or away days where collaboration matters.

Accessible, inclusive and equitable for all Virgin Media O2 is an equal opportunities employer and we’re working hard to remove bias and barriers for our people and candidates. We build equity and inclusion into everything we do, from the policies we draft to the relationships we shape. We encourage you to be your authentic self throughout your application journey with us.

The must haves

• Proven user research expertise in conducting research for high‑transactional, B2C websites, with end‑to‑end ownership of qualitative and quantitative studies.
• Proficiency in analysing large data sets, including text analytics and AI‑driven insights, and converting findings into clear, actionable recommendations.
• Experience partnering with CRO/Optimisation teams to inform experimentation and conversion‑focused improvements.
• Experience independently running interviews, focus groups and usability tests, both remote and in‑person.
• Comfortable working autonomously in fast‑paced, iterative environments, challenging assumptions and driving continuous improvement.
• Familiarity with behavioural and analytics tools (e.g., Hotjar, GA, Content Square, Decibel) and user research platforms such as UserZoom or UserTesting.com.
• Experience using prototyping tools (e.g., Figma, InVision) to support early‑stage concept testing.

The other stuff we are looking for

• Able to simplify complex insights, highlight commercial implications, and influence cross‑functional teams to drive customer‑centric decisions.

What’s in it for you

Our goal is to celebrate our people, their lives and everything in‑between. We aim to create a culture that empowers everyone to bring their best selves to work each day. We believe the most inclusive and diverse culture leads to a better business and a brighter world. Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and lots of extras you can add if you’d like. These are designed to support both you and your loved ones, making sure you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we’d love to learn more about you as a person and your experience to date. Once you’ve submitted an application, the next steps of the process (if successful) are likely to include a three‑stage interview process. When you apply, you’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we’ll discuss it with you. Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, so we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on passing background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed. Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.