Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

As a Design Lead, you will own the design and delivery of customer experience for a critical part of our Global Growth Portfolio and be accountable alongside your peers in Product & Engineering for its ongoing success and continual improvement.

You will bring a mix of Design leadership experience, Human Centred Design methodologies, Design System knowhow, cross-discipline understanding, innovative Product & Content Design, Information Architecture, Digital Content Strategy & SEO to the role. 

You’ll balance a rigorous user-centric perspective with the ability to drive bold strategic design decisions, helping the team move the product and people forward in a fast-paced environment that ensures our output consistently delivers on targeted outcomes.

You will hire and help to grow an amazingly talented design team and positively impact the lives of the millions of customers that engage with us bringing them close to the things that matter most to them. Being responsible for a team of Product & Content Designers, you will create a high-performing culture across teams, fostering cross-functional and cross-departmental collaboration and ensuring consistency by working closely with Design Managers, other Design disciplines, Product Owners, Engineers and stakeholders to shape the vision and help define the roadmap for the ongoing optimisation our product experiences. 

You will partner - and ensure our team partner - with our Research, Data and AI teams to find opportunities and integrate user insights into product strategy and design, encouraging a culture of customer-centric and data-driven design. 

You'll have the following responsibilities

You will be accountable for being the confident, objective voice of our users. Relentlessly chasing needs-based innovation and producing world class quality experiences. 

You will be responsible for:

• Design Leadership - Be a visible and leading voice for all of design both within your alliance and further beyond, covering product design, content design, content editing, SEO and all parts of the design team and process. Running relevant guilds/chapters to ensure your expertise is available to the wider design team to benefit from and drive chapters of expertise via your managers who specialise in specific design disciplines.  

• Inspiring people & developing them - Create a positive and user centred culture, acting as a role model, a coach and a coordinator to ensure we have the best possible setup for success. Developing managers and supporting their growth and working pan-digital to work as one team. Define and procure the people, skills and structure you need within your area budget. Attracting and retaining a best-in-class team by working closely with internal teams and wider tech/design industry.    

• World class products - Set ambition and direction of our experiences and aligning them to our experience principles. Being accountable for our product success via our experience quality metrics collectively with your peers in other functional areas. Take collective responsibility for alliance and product performance, ensuring that business goals and user needs are met through UCD practices, removing blockers where needed.

• Building and maintaining strategic relationships - shaping practices, ways of working and products with other areas of the business alongside your peers, increasing digital influence on campaigns, propositions, journeys and experiences.

• Setting standards & practices - Owning and improving governance, documentation, playbook items, efficient use of patterns, design system adoption & growth, and digital design language utilisation to produce truly world class experiences that drive down tech/design debt and achieve more value with less effort.

• Budget responsibility - Ownership of alliance budget decisions from a design perspective, making efficient choices and ensuring the size and shape of our teams are right, responsible and aligned with current strategy.

• Ambassador for Design - Internally and externally the positive and confident face of design, owning and presenting work to senior stakeholders including at board level, acting as figureheads for brilliant product design and content design and visibly leading the way across the design industry in our ambition to be a UK reference point for user centred design.

You'll have the following skills & experience

A spectrum of technical expertise to provide chapter leadership to the team across the following skills (with a specialism in some areas):

• Product Design, Interaction Design & Prototyping - helping define the order and experience of the users' activities within the digital touchpoints and driving efficiencies in this process across the team. 

• Visual Design, Tone of Voice, Branding & UI Finesse - crafting interactions into a simple and delightful user interface that convey the brand values and guidelines via a Digital Design Language & Design System. 

• Content Design & Content Editing - ensuring we are creating and publishing user centred content across all formats including short and long form copywriting, visual assets and video content, including setting content governance, and meeting legal compliance in a robust, secure and stable manner.

• Information Architecture & SEO - ensuring content is findable and usable to meet the needs of users and in a way that achieves commercial targets. 

• User Journey Mapping - designing end to end journeys with needs and data at their heart 

• User Research & Testing - discovering issues and needs regular qualitative learning  

• Data Analysis, MVT & A/B Testing - analysing behaviours & appetites using regular quantitative learning

• Micro Copy & Micro Interaction Design - ensuring each moment is intentionally crafted

The following qualities: 

• Strategic thinking and planning; driving efficient ways of working, able to create a best-in-class team and operating model, raising the bar of the experiences the company produces via a UCD strategy that is mature in all the areas needed to support current and future product strategy. 

• Exceptional collaboration and communication skills with an intrinsic ability to turn complexity into simplicity, top class stakeholder management skills and an ability to work with product & engineering peers at a senior leadership level to meet business goals and drive product strategy. 

• Lean approach and a bias for action; continually finding ways to deliver more value to the customer and the business with less effort, via a team of excellent managers and designers.  

• Entrepreneurial and flexible approach to activities; adapting behaviours and proactively removing barriers to delivering results.

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

- Competitive salary 

- World-class training and development opportunities

- 25 days’ annual leave (not including bank holidays)

- Discounted broadband, mobile and TV packages

- Share option and pension scheme programmes

- Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!