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SalaryAbout this job
Full time, 3 days a week together in our Birmingham Digital Hub (flexible 2 days remote wherever).
As a Service Design SpecialistIn our Product and Design Team (Corporate Units), you will play a crucial role in refining and enhancing the services for our colleagues. You will operate with autonomy and a user-centric ethos to craft outstanding digital service experiences.
Your role will be firmly rooted in Service Design Thinking, with a focus on understanding and advancing the holistic user journey. You will deploy your expertise in User Research, Service Blueprinting, and Ecosystem Mapping, skillfullyutilising both proprietary and third-party platforms (such as Success Factors, Ariba) to design services that intricately meet user and business needs.
We seek a Service Design innovator, someone who is enthusiastic about contributing to our transformative journey, employing GenAI capabilities to elevate the colleague experience.
In your position, you will engage with Design Leads, User Researchers, Product Owners, Service Designers, Engineers, and stakeholders, bringing a specialist's perspective to shape and progress the future of service experiences at BT.
What you’ll be doing – your accountabilities
Strategic Service Design Planning: Oversee end-to-end Service Design for improved user experience and business benefit.
Strategic Thinking: The ability to think systemically and design services that integrate into larger business ecosystems effectively.
Design Standards: Define and refine Service Design patterns and standards.
Research & Collaboration: Partner with researchers to translate user data into actionable Service Designs.
Needs Gap Identification: Pinpoint and strategize to meet the needs of potential non-users.
Change Management: Lead organizational change towards more effective service delivery.
Interdepartmental Communication: Communicate complex designs across teams to ensure alignment.
Collaborative Ideation:Facilitate the creation and iteration of Service Design prototypes.
Agile Practices: Implement agile methodologies for adaptive and efficient design processes.
Design Culture Advocacy: Champion user-centered design practices within team workflows.
As a specialist, there’s more to the role:
- Keep service team on track, following the direction set by managers and heads of discipline.
- Deputise for the Service Design manager at meetings.
- Provide design community leadership such as events and crits.
- Support on cross-alliance initiatives, such as messaging guides and major launches
- Focus on quality through peer reviews and mentorship
- Influence conversations with stakeholders early to shape the experience for users.
- Play a role in recruitment to ensure we have the right people and skills.
The skills you will need to succeed
Facilitation Skills:Proficiency in leading workshops and design sprints that encourage collaboration and co-creation among diverse stakeholders.
User-Centered Design: Deep understanding of user research methods and empathy to design services that truly resonate with user needs.
Analytical Skills: Strong capability to analyze and synthesize user data and research findings into actionable design strategies.
Communication Skills: Excellent verbal and written communication skills for articulating design concepts and strategies across various audience types.
Prototyping and Testing: Experience in creating service prototypes for testing concepts and iterating based on feedback.
Visual Communication: Skilled in creating service blueprints, customer journey maps, and other visualizations to communicate Service Designs.
Interpersonal Skills: Ability to work effectively with cross-functional teams and build relationships within and outside the organization.
Agile and Lean Methodologies: Knowledge of agile and lean practices to keep pace with rapid development cycles and respond to changing requirements.
Benefits
- 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 are committed to making our application process as smooth and straightforward as possible for all candidates. If needed, we will be happy to make reasonable adjustments throughout process.
We look forward to receiving your application!
