About the role

The Content Design Specialist independently undertakes and executes advanced, iterative & user centred content design activities, strategy and structure, ensuring that our products and features are of the highest level of craft and execution, are easy to use, and deliver experiences that create value for customers. 

The role sits within the Customer Experience team in our Business operation, with the work covering our digital touchpoints across BT Business, EE Business and BT Wholesale. 

What you’ll be doing

1. Delivers initiatives to improve the user experience of content from conception to launch in partnership with product managers, engineers, researchers and product designers 

2. Contributes to strategic decisions around the future direction of BT’s products and content design strategy 

3. Drives the design of end-to-end user flows and experiences within BT’s design systems and/or standards 

4. Crafts new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact 

5. Determines information architecture and content structure at the account level (sitemaps, content models, content templates, pattern libraries) 

6. Leads content design approaches, activities, and deliverables at the product level 

7. Builds meaningful relationships, and contributes to a culture of design excellence and promotes a user-centred way of working 

8. Advocates for customer needs, ensuring that designers and squads are designing solutions that solve real customer needs 

9. Ensures customer purchase journeys mapping is accurate in order to identify pain points and user needs 

10. Mentors other content designers, helping to improve the team’s craft and meet ambitions as well as act as a technical resource 

11. Ensures all content is aligned with the BT Group brand tone of voice, meets AA accessibility standards and is legally compliant 

Essential Skills / Experience

The ideal candidate will have the following skills and experiences: 

Content Design 

Product Design 

Content Hierarchy 

User Research 

Information Architecture 

Accessibility & Inclusive Design 

Content Management Systems (CMS) 

Search Engine Optimisation (SEO)  / Generative Engine Optimisation (GEO) 

Content Operations 

Data Analysis 

Design Strategy 

Growth Mindset 

Decision Making

Inclusive Leadership 

Workshop Coordination 

Artificial Intelligence 

Our Package

10% on target annual bonus
Access to an online private GP 24/7 for you and your immediate family
Market-leading paid carers leave with up to 2 weeks off
Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
Discounted EE and BT products, including mobile and broadband
Market leading Pension scheme – 5% from you and 10% from us
Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.