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 designer, you play a key role in the delivery, on-going success and continual improvement of our products and services. You will influence and mentor others and work closely with designers, user researchers and product owners to ensure we are aligned around and continuously improving excellent end-to-end journeys.

You will set direction, assure the quality of design across teams and can lead multiple or highly complex services. You’ll work with colleagues across Global Digital and beyond and be part of a team who create truly differentiated, market-leading experiences for our customers.

You'll have the following responsibilities

You will design end-toe-end services across Global; both through individual performance and influence in group settings, 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.

You will:

Plan and lead workshops with teams and stakeholders.

Influence working practices and behaviours in teams to support a user-centered design approach.

Work strategically on end to end services to deliver improved service outcomes and costed savings.

Work with researchers and analysts to understand users. Interpret evidence about users to propose services that meet their needs

Define unmet needs of people who may not use our services, and defining how our organisation can independently or collaboratively meet their needs

Identify how our organisation needs to change to deliver more effective services 

Communicate complex information and processes across organisational boundaries to build a shared understanding

Collaboratively develop ideas facilitating sketching, prototyping and iterative design. 

Communicate ideas and explain design decisions clearly.

Coordinate performance metrics of Service Design solutions and review and report on outcomes and assess remedial activities and opportunities for continual improvement

Confidently put forward the case for design and prioritisation to senior stakeholders. 

Contribute to design patterns and standards, identifying service patterns.

Work at pace using agile methods in technical and complex environments.

Confidently speak and write about your work.

Team Management

Organise the allocation of people to services based on an understanding of their skills and specialisms

Coach and mentor colleagues, establishing a culture of collaboration and skills sharing

Rotate inside delivery teams to gain insight and ensure re-usable processes

Advocacy

Promote and communicate the work of BT Digital and its projects internally and externally, sharing ideas and best practice

Foster a collaborative approach to framing problems, solution delivery and engagement

Play an active role in the Service Design community outside of BT

Maintain an active digital presence

You'll have the following skills & experience

Experience of

Advocating for people and user needs in all aspects of design work; experience of user-centered design and service design  including user research, workshop facilitation, problem framing, personas, user journeys, service blueprinting, 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

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

Expected Experience & behaviours

Requires:  

Experience as a service designer (or roles with similar skills) with a good amount of that time working on ecommerce and B2B experiences. 

Ability to take a project from ideation to completion and continually improve a customer experience

Experience working in lean agile squads 

The following qualities:  

Excellent collaboration and communication skills with an intrinsic ability to turn complexity into simplicity

Lean approach to action; continually finding ways to deliver more value to the customer and the business with less effort, driving efficient ways of working

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!