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Service Design Specialist (Digital: EE/Consumer)

Job Req ID:  29796
Posting Date:  11 Apr 2024
Function:  Design
Unit:  Digital

One Braham (4140), London, United Kingdom

Salary:  Competitive with great BT benefits

Full time, 3 days a week together in either one of our Digital hubs including London, Birmingham, Manchester or Bristol (flexible 2 days remote wherever). 


The immediate assignment:


As a Service Designer within BT Digital, you will be responsible for the delivery, on-going success and continual improvement of our digital products and services. You will influence and mentor others and work closely with designers, user researchers and product owners to ensure we are aligned around and continuously improving excellent end-to-end journeys.


You will set direction, assure the quality of design delivery across teams and can lead multiple or highly complex services. You’ll work with colleagues across BT Digital and beyond and be part of a team who develop excellent services for our full digital product suite.


You'll have the following accountabilities:


  • Be accountable for planning and leading workshops with teams and stakeholders
  • Influencing working practices and behaviours in teams to support a user-centred design approach
  • You will work strategically on end-to-end services to deliver improved service outcomes and costed savings
  • Collaborate with researchers and analysts to understand users. Interpret evidence about users to propose services that meet their needs
  • Definition of all unmet needs of the people who may not use our services, and defining how our organisation can independently or collaboratively meet those needs
  • Identify how our organisation needs to change to deliver more effective services
  • Communicate complex information and processes across organisational boundaries to build a shared understanding across design
  • Collaboratively develop ideas facilitating sketching, prototyping and iterative design
  • Contribute to design patterns and standards, identifying service patterns
  • Work at pace using agile methods in technical and complex environments

You'll have the following skills & experience:


  • Experience of advocating for people and user needs in all aspects of design work; experience of user-centered design and service design 
  • Commercial understanding of how to design inclusive, accessible and sustainable services
  • Background  in designing services for multiple user groups with a range of stakeholders
  • Commercial success engaging with stakeholders and colleagues from other disciplines in a variety of ways, as well as the ability to work autonomously away from their team
  • Demonstrable track record of making effective decisions using user research and data, in order to improve a service, reduce complexity and generate new ideas
  • Experience of explaining design ideas and concepts in a way that other people understand, including visualising, sketching and prototyping
  • Ability to reflect critically and ask difficult questions; thinking holistically about the big picture while working out details and being able to appreciate and articulate the broader implications of a thing



  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • 50% off EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV with TNT Sports and NOW Entertainment
  • 30% discount for friends and family on EE mobile pay monthly and SIM only plans

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.


How to apply:


It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!


What we stand for:


We believe in a completely personal environment, where you’re treated like you want to be treated. We’re committed to working together to build a community where everyone feels they belong. Whatever your age, race, sexuality, disability, religion or gender identity, we recognise and celebrate our differences and embrace diversity at all levels. Everyone is welcome at BT Group

Apply now »