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Digital : Service Designer (Consumer/EE)

Job Req ID:  21115
Posting Date:  10 Nov 2023
Function:  Content & Design

1 Braham Street, London, United Kingdom

Salary:  Competitive, with great BT benefits.

About this role

Full time, 3 days a week together in one of our UK Digital Hubs (flexible 2 days remote wherever).

  • Manchester
  • Birmingham
  • Bristol
  • London


At BT, we take a user-centered and iterative approach to digital product design to ensure the best experiences for our customers across their journeys. This means we step into the shoes of our customers, to understand how they interact with us digitally and what they expect from our products and services.

As a digital service designer within BT, you will be responsible for the delivery, on-going success and continual improvement of our digital 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 delivery across teams and can lead multiple or highly complex services. You’ll work with colleagues across BT Digital and beyond and be part of a team who develop excellent services for our full digital product suite.


You'll have the following responsibilities

  • Be accountable for planning and leading workshops with teams and stakeholders.
  • Influencing working practices and behaviours in teams to support a user-centred design approach.
  • You will work strategically on end to end services to deliver improved service outcomes and costed savings.
  • Collaborate with researchers and analysts to understand users. Interpret evidence about users to propose services that meet their needs.
  • Definition of all unmet needs of the people who may not use our services, and defining how our organisation can independently or collaboratively meet those 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 across design.
  • Collaboratively develop ideas facilitating sketching, prototyping and iterative design. 
  • Contribute to design patterns and standards, identifying service patterns.
  • Work at pace using agile methods in technical and complex environments.


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 
  • Commercial understanding of how to design inclusive, accessible and sustainable services
  • Background  in designing services for multiple user groups with a range of stakeholders
  • Commercial success engaging with stakeholders and colleagues from other disciplines in a variety of ways, as well as the ability to work autonomously away from their team
  • Demonstrable track record of making effective decisions using user research and data, in order to improve a service, reduce complexity and generate new ideas
  • Experience of explaining design ideas and concepts in a way that other people understand, including visualising, sketching and prototyping
  • Ability to reflect critically and ask 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.



  • Competitive salary
  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • 50% off  EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • 30% discount for friends and family on EE mobile pay monthly and SIM only plans


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!

Apply now »