Design Operations Manager (BT Digital - Corporate Units)

Job Req ID:  3774
Posting Date:  14-Jan-2023
Function:  Content & Design

One Braham (4140), London, United Kingdom

Salary:  Competitive, with great BT benefits

Candidates must submit a portfolio highlighting their skills (at least 3 projects), contributions and achievements. This can be sent through as a file or a published website. Applications without a portfolio will be rejected.


About the job

As our DesignOps Manager, you will be responsible for ensuring we are taking a user focused approach for how we build, scale and embed new capabilities across our Digital team. Your remit and responsibility within Design Operations will be to manage, lead and help set strategic direction for capability initiatives, all focused on improving our ways of working and removing inefficiencies for our product squads.  Your mission will be ‘Make designing easier’ by enabling our design team to spend more time creating brilliant experiences and less time working out how. You will achieve this by identifying existing barriers and equipping our product design team and product squads with the tools, processes, systems, services, and guidance documentation to consistently deliver brilliant design at scale.
You will report into our Design Ops Lead and partner with our Design Leads to drive forward our ambition to grow and scale user centred design at BT. You’ll support and enable the mobilisation of product design capability initiatives both within Global Digital and also across Group Digital. Our ambition within our Ops team is to not only remove friction from design workflows but to also to help remove doubt from the decision-making process by helping our designers make more informed decisions throughout their design process.


What you'll be doing: 

  • Vision and strategy - You will be responsible for being the confident, objective voice of our users. You’ll relentlessly chase needs-based innovation and deliver the capability needed to produce world-class quality digital experiences. You’ll set the direction of design on a day-to-basis, helping designers interpret design language, innovate new approaches, and continually raise the bar.
  • User-centred design - You’ll ensure all outcomes contribute towards usability (Effectiveness, Efficiency & Satisfaction (EES) framework), experience principles, and our digital objectives. You’ll influence how design engages with user research & data analysis to ensure our approach is evidence based, continually optimised, user centred and drives our experience decisions. You’ll foster collaborative design within the product squads and champion the importance of content in the user experience.
  • Design System - you’ll work collaboratively alongside your product and engineering peers to provide strategic direction and leadership for our design systems team.
  • Best practices, operating procedures, and software toolset - You will be responsible for supporting the product design team through selection, purchasing/budgeting, maintenance and training of all necessary hardware and software tools. Leading and updating the service manual across design and our playbook of activities, templates, practices & encouraging a lean approach to all work. Responsible for helping to scale our design practise and ways of working across Global Digital and Group Digital. Accountable for ensuring the efficient and optimised operation of the Digital Design team, in conjunction with the rest of Global Digital. 
  • You will be responsible, alongside your product and engineering peers, for the implementation and adoption of our design system.
  • Community - You’ll be responsible for building and maintaining relationships with your peers across product, engineering and design and across other alliances. Responsible for establishing and maintaining design communities and knowledge sharing activities with counterparts across BT Group Digital Design teams. You’ll help steer the product design community, driving their success, role-modelling behaviours and removing blockers. You’ll be responsible for driving capability improvements across the product design team including managing online training and facilitating in-person training.
  • People Operations - You’ll play a key role in people operational activities including recruitment, onboarding and ongoing experience within Digital Design.


You'll have the following skills and experience:

  • 5+ years of design experience in a relevant role (relevant roles include Producer, Program Manager, Creative Operations, Design Operations, or Project Management)
  • Experience with cross functional design teams including requirements gathering and participating in the analysis to solve for complex design decisionExperience working directly as a designer or other user experience role
  • Experience in driving operational efficiencies in a transformative way across areas of design
  • Leading transformation with proof of step change success
  • Capable of finding order in white space environments, and creating momentum around priorities, resilient and positive, even in challenging circumstances
  • Strong facilitation, and client-facing influencing skills
  • Familiarity with design and user research tools, methods, and processes
  • Create and work with frameworks for prioritising activities and projects
  • Working knowledge of agile and DevOps methodology a plus
  • Experience in a complex non-design-led organization is a plus


The following qualities:

  • Exceptional communication and collaboration skills with an intrinsic ability to turn complexity into simplicity
  • You get under the skin of problems. You insist on a deeper understanding of the problems we’re trying to solve before we rush into solution mode
  • Lean approach to action; continually finding ways to deliver more value to the customer and the business with less effort
  • Strategic thinking and planning; driving efficient ways of working, looking to make a best-in-class design team and operating model
  • Entrepreneurial and flexible approach to activities; adapting behaviours and proactively removing barriers to delivering results

What we can offer you:

  • Competitive salary
  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • 10% Employer Pension contribution
  • Optional benefits such as healthcare, dental insurance, gym memberships etc.
  • 50% off BT and EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
  • 30% discount for friends and family on EE mobile pay monthly and SIM only plans


Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..