Service Design Specialist - FTC 12 Months
Job
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.
Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.
We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.
With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.
If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.
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