Service Design Specialist

The Scope

As a Service Designer, you will play a critical role in shaping impactful customer- and guide-centric solutions that seamlessly align with business goals and operational realities. By leveraging your expertise in user centred design and service innovation, you will drive the creation of meaningful experiences that deliver value for both customers and the organization. You will provide impartial and objective assessments of customer and guide experiences, ensuring that gaps and opportunities are identified and addressed.

This Service Designer role involves designing and delivering engaging customer and guide experiences as well as facilitating walkthroughs of those experiences for senior stakeholders, up to Director and MD level, to influence strategic decision-making.

You will collaborate with cross-functional teams and will be aligned to our Consumer-Digital tribes to help them achieve their objectives and key results by using your design expertise.

What you’ll be doing

1. Design and Deliver Customer-Centric Services

• • • Lead the creation of innovative, scalable, and practical service experiences.
    • Ensure designs are grounded in real customer and business needs across all channels.

2. Visualise and Communicate Service Experiences

• • • Use design artifacts (e.g., blueprints, journey maps, prototypes) to communicate service performance and opportunities.
    • Facilitate walkthroughs and presentations for senior stakeholders to drive alignment and buy-in.

3. Integrate User Research into Design

• • • Participate in research sessions and co-produce insights.
    • Translate findings into actionable service design improvements.

4. Facilitate Collaboration and Innovation

• • • Run ideation workshops and foster a culture of creativity and continuous learning.
    • Partner across teams (Marketing, Product, Engineering, etc.) to align customer journeys with backend processes.

5. Drive Strategic Service Design Direction

• • • Shape the service design strategy from concept to launch.
    • Ensure solutions are durable, branded, and consistent across touchpoints.

6. Advocate and Evolve Service Design Practices

• • • Promote user-centred design principles and industry best practices.
    • Continuously improve service design maturity and operating models.

Experience needed to be successful in the role

1. Service Design Expertise

• • • Proven experience in designing end-to-end services using tools like service blueprints, customer journey maps, service ideation, concept communication and specification, and prototypes.
    • Strong ability to assess customer and guide experiences impartially and identify actionable improvements.
    • Strong technical understanding of digital services across all channels.

2. Stakeholder Engagement and Communication

• • • Skilled in facilitating engaging and visual walkthroughs of customer and guide experiences, tailored to diverse stakeholder groups ranging from the front line to engineers to senior stakeholders up to Director and MD level.
    • Exceptional storytelling and communication skills, with the ability to present complex concepts and design decisions in a clear and compelling way. An intrinsic ability to turn complexity into simplicity.

3. Collaboration and Mediation

• • • Demonstrated ability to work effectively with cross-functional teams, mediating between competing priorities and driving alignment.
    • Experience partnering with Business Analysis and other disciplines to ensure service designs align with business processes and objectives.

4. Analytical and Strategic Thinking

• • • Strong analytical skills to assess service performance and identify opportunities for improvement.
    • Experience balancing customer needs with operational feasibility to create practical and scalable solutions.

5. User Research Implementation

• • • Strong skills in conducting and synthesising research insights and findings.
    • Ability to translate customer insights and business requirements into impactful design solutions.

6. Organisational and Entrepreneurial

• • • Strong organizational skills with the ability to manage multiple projects and deliverables in a fast-paced environment.
    • Entrepreneurial and flexible approach to activities; adapting behaviours and proactively removing barriers to delivering results.

7. Agile and Lean practices

• • • Experience working in Agile or Lean environments, with a focus on iterative design and delivery.
    • Lean approach and a bias for action; continually finding ways to deliver more value to the customer and the business with less effort, via a team of excellent managers and designers.

8. Methods and Tools

• • • Strong understanding of user-centred design principles and methods, including user research, testing, and iteration. Passionate about solving complex challenges.
    • Proficiency in creating visual and verbal artifacts to convey complex service design concepts to diverse audiences.

Benefits

• Annual on target bonus 10% (based on both personal and company performance)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
• 2 weeks carer’s leave
• From January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• Life Assurance (4 x life cover pay)
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
• Discounted EE TV including TNT Sport and the NOW Entertainment membership.
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• Volunteering days so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
• 24/7 private virtual GP appointments for UK colleagues