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Digital Service Design Manager (Consumer/EE)

Job Req ID:  24086
Posting Date:  15 Nov 2023
Function:  Design

Snowhill, Birmingham, United Kingdom

Salary:  Competitive, with great BT benefits.

About this role

Full time, 3 days a week together in one of our UK Digital Hubs (flexible 2 days remote wherever).


  • Manchester
  • Birmingham
  • Bristol
  • London


Your time will be split between working at strategic level to deliver value to users, and managing a team of Service Designers. 


You will set direction, assure the quality of service design delivery across teams. You’ll work with colleagues across Consumer Digital and beyond and be part of a team who develop excellent end-to-end journeys for BT, EE and Plusnet users. 


Through research you will identify and prioritise problems that the organisation needs to solve either at strategic or squad level. You will ensure the right teams solve the right problems and lead collaboration with those teams. You will facilitate relevant future thinking activities to push the boundaries of what we are building. 


You will demonstrate through outcomes while managing and leading others as part of a strong community of practice. You will be a key consultation point across the team and a proactive member of the department. 


You'll have the following accountabilities 

  • Ensuring digital has the mindset, language, tools, standards and people needed to collaborate and be user-centered
  • The wider business sees value and is excited about a customer-centric approach and seeks service design input and collaboration
  • Service designers are delivering work with measurable customer and business value
  • Organise the allocation of people to services based on an understanding of their skills and specialisms
  • Coach and mentor colleagues, establishing a culture of collaboration and skills sharing
  • influence working practices and behaviors in teams to support a user-centered design approach.
  • set direction, assure the quality of design delivery across teams and lead multiple or highly complex services
  • communicate complex information and processes across organisational boundaries to build a shared understanding
  • communicate ideas and explain design decisions clearly.
  • confidently put forward the case for design and prioritisation to senior stakeholders.
  • handle constructive criticism of their work, and constructively review the work of others.
  • contribute to design patterns and standards, identifying service patterns.
  • work at pace using agile methods in technical and complex environments.
  • confidently speak and write about your work.



  • Promote and communicate the work of Consumer Digital and its projects internally and externally, sharing ideas and best practice
  • Foster a collaborative approach to solution delivery and engagement
  • Play an active role in the service design community outside of BT, EE and Plusnet
  • Maintain an active digital presence


The duties above are not intended to be an exhaustive list. The job description may be reviewed periodically in order to ensure that the duties meet the requirements of the service and to make any necessary changes.


You'll have the following skills & experience

  • Excellent communication skills with the ability to present complex information clearly and effectively
  • You are experienced in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure these are met by the business. You know how to apply strategic thinking in how to provide the best service for the end user.
  • Strong team building and management skills with the ability to motivate, lead and develop a team ensuring resources are organised appropriately and effectively
  • You know how to work collaboratively within a group, actively networking with others and varying feedback for the appropriate time to ensure the discussion sticks. You can use your initiative to identify problems or issues in the team dynamic and rectify them.
  • You have the leadership skills to change organisational structures to sustainable designs. You know how to lead on the strategy for the whole organisation, marrying business needs with innovative analysis. You can make and justify decisions characterised by high levels of risk, impact and complexity. You know how to build consensus between highly independent and diverse stakeholders. You can solve and unblock issues between teams or departments at the highest level. You understand the psychology of a team and have strong mediation skills. You can coach the organisation on team dynamics and conflict resolution.


Leadership accountabilities

  • 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.
  • 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.
  • 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.




  • Competitive salary
  • 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


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!

Apply now »