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Process Designer

Job Req ID:  15339
Posting Date:  26-May-2023
Function:  Design

Building 31, Budapest, Hungary

Salary:  Competitive

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


Why this job matters

The Service Design Specialist independently undertakes and executes advanced activities for the crafting of services based on an advanced understanding of customer needs, continuously implementing improvements of products and services in order to provide optimised end-to-end user journeys, addressing consumer needs in distinctive ways, ultimately driving brand preference and commercial impact.

What you’ll be doing

1. Delivers service design projects, including client workshops, creative brainstorms, service concepts, blueprints, service definition and other service design artefacts by bringing together research, design, business and technology
2. Crafts new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact independently
3. Implements research insights and data to design solutions
4. Leverages design research techniques to uncover hidden customer needs and pain points, analysing and mapping complex journeys and processes
5. Champions, continuously develops and shares with team knowledge on emerging trends and changes in digital services design
6. Implements continuous improvement opportunities to improve the service design team processes, ensuring a consistent and coherent process to manage services quality and collaboration across teams
7. Mentors other service designers, helping to improve the team's craft and meet ambitions as well as act as a technical resource

The skills you’ll need

Design Pattern Recognition
Service Development
Quantitative Analysis
Design Strategy
Customer Advocacy
Design Delivery
User Experience Strategy
User Journey Mapping
Behavioural Analysis
Agile Methodologies
Requirements Management
User Centred Design
Service Design
Workshop Coordination

Our leadership standards

Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.