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Design Chapter Lead

Job Req ID:  48310
Posting Date:  27 Jun 2025
Function:  Design
Unit:  Business
Location: 

One Braham (4140), London, United Kingdom

Salary:  Competitive

Closing Date: Wednesday 9th July 2025

Locations: Birmingham, Bristol, London and Manchester 

The Scope

The Design Chapter Lead is responsible for the integrity and proper operation of their functional area – increasing capabilities, ensuring consistency of best practices, and developing knowledge for their practice (thinking about the future of the area).

 

They will also deliver the strategic view of their expertise area for the company as a whole, in conjunction with other Chapter Area Leads, and is the hierarchical and helpful leader of the Chapter Leads within the area.

What you’ll be doing

  • Being responsible for delivering integrated and consistent digital customer experiences, UX design and content production for all Digital Business Products, Customer and Colleague journeys.
  • Overseeing Design activities across specialisms, leading a team of talented designers and creatives to ideate and design new experiences that unlock the potential of BT's products and platforms for people, partners, and brands
  • Driving standardisation and the adoption of best practice approaches, frameworks and methodologies across Design. Setting the direction and leading the definition and effective delivery of high-quality digital-first service design, digital product design, information architecture, interaction design, 
  • Setting the direction and leads the definition and effective delivery of high-quality digital-first service design, digital product design, information architecture, interaction design, content design and digital content strategy.
  • Remaining up to date on trends to develop 3-5 year vision for the Design Chapter.
  • Setting common practices, tools, standards and frameworks to drive consistency across the Design function.
  • Maintaining and understanding of the B2B vision and the future workforce needs and able to translate into roadmap for developing capabilities that are relevant for delivering transformation.

Experience needed to be successful in the role

  • Expert in user-centred design, service design, interaction design, and content strategy, with a strong understanding of how to apply design thinking to complex, high-volume digital products.
  • Proven experience setting design standards, frameworks, and toolkits to drive consistency and quality across teams and journeys.
  • Strong track record in leading, coaching and developing multidisciplinary design teams, with the ability to build a high-performing, inclusive, and learning-led culture.
  • Skilled in influencing senior stakeholders (Director/MD level) and driving alignment across product, tech and CX without reliance on authority.
  • Comfortable working in agile environments, applying iterative design in the context of digital transformation and large-scale service change.
  • Experience shaping design capability roadmaps, aligning future skills with business and transformation priorities.

Benefits

  • Annual on target bonus 15% (personal and company performance multipliers)
  • £5,500 car allowance (can be taken as cash)
  • Family health cover
  • BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
  • 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
  • 2 weeks carer’s leave 
  • From January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
  • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
  • Life Assurance (4 x life cover pay)
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
  • My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
  • Discounted EE TV including TNT Sport and the NOW Entertainment membership.
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • Volunteering days so you can give back to your local community.
  • Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
  • 24/7 private virtual GP appointments for UK colleagues

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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