About the role

The Design Specialist (Content, Product & Service) independently undertakes and executes advanced, iterative and user-centred design activities across content, product, and service domains. The role ensures that BT’s products, features, and end-to-end services are of the highest level of craft and execution, are easy to use, and deliver cohesive experiences that create value for customers while driving commercial impact.

Designing the end-to-end experience (content, product and services) for the Global Fabric web app, supporting BT International’s strategic ambition of building a platform business, underpinned by a next-generation global network and world-class managed services.

What you’ll be doing

• Delivers initiatives to improve the user experience across content, product, and services from conception to launch in collaboration with product managers, engineers, researchers, and designers
• Contributes to strategic decisions around the future direction of BT’s products and overall design strategy
• Drives the design of end-to-end user flows, journeys, and service experiences within BT’s design systems and standards
• Crafts new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and drive measurable business impact
• Defines and develops information architecture, content structures, service blueprints, and design artefacts to support scalable and consistent experiences
• Leads design approaches, activities, and deliverables at product or service level
• Utilizes research insights, data, and design methodologies to uncover customer needs, pain points, and opportunities
• Maps and optimizes end-to-end customer journeys to ensure seamless and effective user experiences
• Builds strong internal relationships and contributes to a culture of design excellence and user-centered ways of working
• Advocates for customer needs, ensuring solutions address real user problems and deliver meaningful outcomes
• Continuously improves design processes to ensure consistency, quality, and effective collaboration across squads and teams
• Champions and shares knowledge on emerging trends, customer experience developments, and best practices
• Facilitates workshops, stakeholder sessions, and creative collaboration activities where needed
• Ensures all outputs align with BT Group brand guidelines, accessibility standards (AA), and legal requirements
• Mentors and supports other designers (content, product, and service), contributing to capability growth and acting as a technical expert 

Essential Skills / Experience

• User Centred Design
• Product Design
• Service Design
• Content Design
• User Experience Design (UX)
• User Interface Design (UI)
• Interaction Design
• Information Architecture & Content Hierarchy
• User Journey Mapping & Service Blueprinting
• User Centred Research
• Design Strategy & Product Strategy
• Prototyping
• Visual Design
• Accessibility Management
• Data Analysis (Qualitative & Quantitative)
• Behavioural Analysis
• Content Management Systems (CMS)
• SEO and Content Quality Management
• Workshop Facilitation / Coordination
• Requirements Management
• Design Pattern Recognition
• Agile Methodologies
• Customer Advocacy