Service Design Principal

Why this job matters

The Service Design Principal is our most senior service design individual contributor and a strategic leader responsible for owning, defining, and driving missions to transform major end-to-end customer experiences that deliver significant customer and business value. 
You’ll work across all business units and with key sponsors and stakeholders from the C-suite down to ensure omnichannel experiences are measurably more desirable, viable, feasible, and sustainable, driving significant channel shift towards digital and self-serve experiences for our customers and BT colleagues.

You lead through expertise, setting the bar for design excellence, challenging the status quo, and being the go-to expert for the most complex and high-impact service design challenges. 
You own, define, and drive strategic missions that transform major end-to-end customer experiences, working across all business units and with key sponsors and stakeholders from the C-suite down. 
Your influence extends across boundaries, shaping the vision, standards, and best practice for service design at portfolio or enterprise level. You are a visible champion for the discipline, driving innovation and transformation, and ensuring BT delivers omnichannel experiences that are measurably more desirable, viable, feasible, and sustainable.

What you’ll be doing

• Take full accountability for the service design vision and strategy for a portfolio, domain, or major client account, aligning it to organisational goals.
• Define, structure, and drive ambitious missions to deliver measurable value, proactively creating accountability for results and building momentum behind change across programs.
• Lead the design of complex, cross-channel journeys that span multiple products, business units, and operational systems,working with Product Design Leads to ensure seamless customer journeys
• Partner with CX Office, senior executives and stakeholders at all levels to define problem spaces, prioritise opportunities, and shape roadmaps for service transformation.
• Work across all silos to facilitate the creation of joined-up omnichannel experiences that drive significant channel shift towards digital and self-serve.
• Provide expert, straight-talking guidance, critique, and direction to project teams, ensuring quality and coherence of service experiences.
• Develop and evolve frameworks, methods, and standards for service design, ensuring adoption across teams.
• Collaborate with the Service Design Lead to build and nurture a strong service design community, mentoring to create service design excellence and contributing to hiring and resource planning.
• Represent service design in key governance forums, steering groups, and external events.
• Drive outcome-based practice by defining key service metrics, framing hypotheses, and embedding continuous improvement loops.
• Collaborate with Commercial/Finance and Portfolio leads to shape propositions and delivery models for service-led engagements.
• Champion an inclusive, customer-focused approach, ensuring that every service is designed with the needs of customers and colleagues at its heart.
• Foster teamwork and collaboration across the organisation, acting as a visible champion for the discipline.

Skills and Experience

• Outstanding stakeholder management and facilitation skills, able to influence from the C-suite down.
• Proactive, forward-leaning stance, taking the initiative to structure programmes of work and drive accountability.
• Deep service design expertise with extensive experience delivering large-scale, complex services in corporate or public sector environments.
• Experience operating as a trusted advisor to senior executives, influencing strategy and investment decisions.
• Demonstrable ability to lead multiple teams or programmes simultaneously and to manage design at portfolio level.
• Highly skilled in facilitation, systems thinking, storytelling, and sense-making across diverse stakeholder groups.
• Strong understanding of organisational change, operations, and technology, and how these intersect with service design.
• Experience establishing or maturing service design practices or communities of practice in large organisations or leading consultancies.
• Comfortable with ambiguity, able to frame problems, create structure, and guide others through uncertainty.

Experience you’d be expected to have

• Extensive experience across service design, strategy setting, and leading transformation.
• Influencing and coaching at senior levels.
• Demonstrable ability to drive organisational change and deliver measurable outcomes.

Benefits

•    15% on target bonus 
•    Health Care
•    Car Allowance
•    BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•    From January 2025, equal family leave:  receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•    Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•    25 days annual leave (not including bank holidays), increasing with service
•    24/7 private virtual GP appointments for UK colleagues
•    2 weeks carer’s leave 
•    World-class training and development opportunities
•    Option to join BT Shares Saving schemes.

Our leadership standards

Looking in:
Leading inclusively and Safely
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.