About the role

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

The role holder will be responsible for: 

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. 

Crafts new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact independently. 

Implements research insights and data to design solutions. 

Leverages design research techniques to uncover hidden customer needs and pain points, analysing and mapping complex journeys and processes. 

Champions, continuously develops and shares with team knowledge on emerging trends and changes in digital services design. 

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. 

Mentors other service designers, helping to improve the team's craft and meet ambitions as well as act as a technical resource. 
 

Essential Skills / Experience

The ideal candidate will have the following skills and experiences: 

Experience of leading service design projects, delivering real change for customers, colleagues and business outcomes 

Strong knowledge of BT Business sales channels, operating models, processes and customer engagement journeys, with the ability to identify opportunities to improve sales effectiveness, customer experience and commercial performance. 

Skills including: 

User Centred Design 

Service Design 

User Journey Mapping 

Design Strategy 

Customer Advocacy 

Service Development 

Workshop Coordination 

Quantitative Analysis 

Behavioural Analysis 

Design Pattern Recognition 

Design Delivery 

User Experience Strategy 

Agile Methodologies 

Our Package

10% on target annual bonus
Access to an online private GP 24/7 for you and your immediate family
Market-leading paid carers leave with up to 2 weeks off
Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
Discounted EE and BT products, including mobile and broadband
Market leading Pension scheme – 5% from you and 10% from us
Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.