Process Designer

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.  Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Digital

With customers in 180 countries, we're a leading global business communications provider.

Thanks to our portfolio strategy, we provide high-performance, integrated and secure network and IT infrastructure services to Business customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. With our Digital strategy, we are moving to help create a better future for the business and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

Why this job matters

As a Process Designer, you will focus on the development of new operational processes within specific propositions and/or business capabilities. You will work closely with teams defining new proposition/ capability requirements, developing future processes, through engagement with busines stakeholders and product teams. Customer experience is key for this role along with being able to understand the commercial importance of having a good customer journey.  The role works alongside customer experience and solution designers and will be responsible for designing, documenting, and improving processes to meet the desired business outcomes.  You will use process design disciplines to develop efficient, coherent processes which can be easily understood and embedded in business teams.

Subsequently, you will work with the development teams in to ensure these processes are engineered in alignment with the design, and any updates to the design are made throughout the delivery lifecycle.   You will also work with Operations to ensure the processes are embedded successfully.

What I’ll be doing – your accountabilities

Skills required for the job

• Build, maintain and evolve process component blocks in line with automation, operational and proposition roadmaps
• Map and align processes to business capabilities and how these are evolving over time
• Ensure processes are written from a customer centric standpoint – fully considering impact on Customer and User Experience end to end.
• Agree process blocks with operational stakeholders in line with roadmaps and business demand
• Ensure processes are ready for development and ready to be embedded in business teams upon delivery, contributing to training and deployment into operational teams as required
• Manage and support operational satkeholders to complete production of knowledge articles and low-level work instructions
• Define the “how”, supporting propositions and capability teams to define their demand and clarify requirements through a process lens
• Support the definition of requirements which will underpin the propostion’s service and operational roadmap, through working with product line and operations
• Advise teams on key gaps in processes and areas of potential improvement
• Develop processes in line with delivery timelines to ensure effective readiness for engineering teams to begin development
• Understand the key metrics for each process

• Business process modelling, analysis and design
• Understanding of core process methodologies and notation (e.g. BPMN)
• Broad understanding of core business processes for large-scale telecommunications organisations
• Comfortable working with distributed teams in a collaborative and flexible fashion
• Knowledge of agile development methodologies and lifecycles
• Time management
• Problem solving and creative thinking aptitude.
• Able to cope with ambiguity
• Customer centric approach
• Ability to baseline and outline continual improvement to process metrics with focus on business outcomes

Connected leaders behaviours

Experience you would be expected to have

• Customer Champion:  You make sure your team understands the customer's needs and expectations. You use operational and technical expertise to deliver brilliant experiences.
• Collaborative Partner:  You build internal and external relationships, collaborating both operationally and technically to deliver business results.
• Inspiring Communicator: You deliver compelling messages to your audience to persuade, inspire and engage

• Experience and understanding of BT’s processes Learn/ Buy/ Get/ Use/ Pay/ Support
• Significant experience as a Process Designer in business transformation or product delivery projects/programmes
• Experience with BPMN 2.0, ARIS and ITIL concepts preferred
• Experience and knowledge of agile methodologies and best practices
• Experience Design and Design Thinking

Key decisions