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 Service Design Manager, you will play a key leadership role in transforming ways of working and be responsible for ensuring we take a user-centred approach to tying together human, digital and physical interactions to create truly differentiated, market-leading experiences for our customers.

Your remit and responsibility within our Service Design team will be to manage, lead and help set strategic direction for Service Design capabilities and initiatives, ensuring that our ways of working and artefacts enable design teams and product squads to collaborate across end-to-end journeys and work at pace to create customer and business value.  

Your time will be split between working at a strategic level to deliver value to users and managing a team of Service Designers. You will set direction and assure the quality of Service Design delivery across teams. You’ll work with colleagues across the Global Growth Portfolio and Digital teams and beyond and be part of a team who develop excellent end-to-end journeys for our Global customer audience.

Through research you will identify and prioritise problems that the organisation needs to solve either at strategic or squad level. You will ensure the right teams solve the right problems and lead collaboration with those teams. You will facilitate relevant future thinking activities to push the boundaries of what we are building.

You will demonstrate through outcomes while managing and leading others as part of a strong community of practice. You will be a key consultation point across the team and a proactive member of the department.

You'll have the following responsibilities

You will manage the design of end-to-end services across Global; through individual performance and influence in group settings, managing a library of service design patterns that connect to the Global Design system, demonstrating senior stakeholder management in all aspects of delivery helping us to bridge silos. You will drive teams towards outcomes while managing and leading others as part of a strong community of practice.

Coaching and leadership 

• Continue the evolution of the BT Service Design framework, tools and techniques 

• Ensuring Digital has the mindset, language, tools, standards and people needed to collaborate across end-to-end journeys and be user-centered

• Ensure the wider business sees value and is excited about a customer-centric approach and seeks service design input and collaboration

• Coach and mentor your team and ensure they have everything they need to do their jobs effectively and deliver customer and business value

Team Organisation 

• Define strategy for collaboration and ways of working across E2E journeys and the full business stack

• Evolve the operating model for the cross-functional Squads 

• Define strategy for organisational structure, including headcount forecasting and 3rd party vendor management 

• Accountable for ensuring the efficient and optimised operation of the Service Design team

Tooling & Ways of Working 

• Management of licensing for design and research tools, including procurement and vendor management 

• Implement tools, processes and training to effectively democratise user research for Designers and Cross-functional Squads

Practices & Methods 

• Responsible for scaling our Service Design practice and ways of working 

• Shared ownership and continuous improvement of best practice documentation, templates, methods and Playbook as part of the BT “Digital Way”

Culture & Community 

• You’ll be responsible for building and maintaining relationships with your peers across product, engineering and design and across other alliances 

You'll have the following skills & experience

A spectrum of expertise across the following skills (with a specialism in some areas): 

• Advocating for people and user needs in all aspects of design work

• User-centered design and Service design 

• Research - User research and personas research

• Facilitation - Workshop planning and facilitation

• Identifying the right problems to solve - Problem framing, assumptions mapping, hypothesis testing

• Mapping - User journeys, service blueprinting,

• Creating differentiated solutions to problems -  ideation, solution hypotheses, measures of success, prioritisation, story documentation, prototyping and testing

• Design Thinking experience through knowledge and application of theory

• Designing inclusive, accessible and sustainable services

• Designing services for multiple user groups with a range of stakeholders

Expected Experience & behaviours

Requires:  

• Substancial experience as a service designer (or roles with similar skills) with a good amount of that time working on ecommerce experiences.  

• Some experience managing service designers 

• Engaging and collaborating with stakeholders and colleagues from other disciplines in a variety of ways, as well as the ability to work autonomously away from their team

• Negotiating design decisions with senior stakeholders

• Making effective decisions using user research and data, in order to improve a service, reduce complexity and generate new ideas

• Explaining design ideas and concepts in a way that other people understand, including visualising, sketching and prototyping 

• Reflecting critically and asking difficult questions; thinking holistically about the big picture while working out details and being able to appreciate and articulate the broader implications of a thing

The following qualities:  

• Exceptional communication and collaboration skills with an intrinsic ability to turn complexity into simplicity. You do your best work when you align cross–functional teams to shared outcomes

• You get under the skin of problems. You insist on a deeper understanding of the problems we’re trying to solve before we rush into solution mode

• Lean approach to action; continually finding ways to deliver more value to the customer and the business with less effort.

• Strategic thinking and planning; driving efficient ways of working, looking to make a best-in-class design team and operating model

• Entrepreneurial and flexible approach to activities; adapting behaviours and proactively removing barriers to delivering results. You ask for forgiveness not permission. You are confident in your ideas to improve the way we work and you’re not afraid to try them first and then share them with others

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!