Customer Solutions Design Professional

Job Description

Recruiter: Smriti Pal

Hiring Manager: Awes Fahmi

Career Grade: E

About the role
• Customer partner - You put the customer first, promoting the breadth of services. Looks to fully understand the customers’ needs and align relevant solutions, taking ownership of issues and resolving them in a timely manner and methodical approach.
• Continuous improver - You question current processes, trying to change and work smarter. You try new approaches or ideas, seeking to understand the benefits and opportunities that they offer and lead on specific challenges.
• Active learner - You're quick to learn from experience and mistakes, readily applying new knowledge to the next challenge. You accept feedback and develop your self-awareness.
• Team player - You navigate relationships openly and honestly. You share knowledge and information to directly benefit or support others and play a leading part in the development of those working with you.

What you will be doing (Role Accountabilities)
• Provides technical concurrence and sign off for elements of designs and/or network changes on BT core platforms and/or customer bids; accountable for identifying technical risk for major platforms.
• Provides consultancy on network designs for platforms and/or solutions.
• Develops design patterns in own technical domain.
• Responsible for following and contributing to design best practice within a unit.
• Responsible for estimating the time and type of resource needed to support deliverables for complex, high impact and high value projects in own area of expertise/domain
• Delivers Right First-Time solutions.
• Proposes technical strategy to network platforms and/or customer solutions factoring in impact and risk as appropriate.
• Drives efficiency and scalability through the re-use of network designs and accountable for the design whilst it is deployed across the overall network platform and/or customer solution.
• Potentially leads a small matrix team (virtual) and is accountable for network development using innovative approaches to design (including cross-portfolio solutions). Leverages technical resource/s as required to deliver the solution.
• Decides on design scope and design to network platforms and/or customer solutions
• Decides on the time and type of resource needed to support deliverables for complex projects.
• Provide design authority for complex solutions and/or platform designs in own area of expertise
• Decides on network models for design testing.
• Decides on approach to resolving customer affected issues to network platforms and/or customer solutions, as appropriate.
• Resolves in-life issues to network platforms and/or customer solutions, as appropriate
• Decides how to re-use network designs.
• Decides on implementation approaches of technology related transformation activity.

What you’ll need to succeed (Skills & Experience)
• Able to deliver stakeholder influence to resolve problems. Expected to give technical guidance to others to help resolve issues within the domain of the role.
• Provides technical leadership to internal stakeholders and customers regarding the platform and/or customer solutions.
• Acts as a point of contact for technical expertise to more junior designers or those outside of own domain.
• Expert user of design tools; seeks opportunities to contribute to new design tools for BT, and for external adoption.
• Makes recommendations on design tools and processes for network platforms and/or customer solutions, where appropriate.
• Able to solve problems typically specific to complex components across the network platform and/or customer solutions.
• Able to solve known and complex/unknown problems that may lie outside the domain of the role.
• Resolve the majority of problems independently, however, may seek guidance where there is interaction with other domains. May provide guidance to others in their area of domain expertise
• Impact of decisions are specific to the design scope and design for complex components of network platforms and/or customer solution.
• Evidence of successful transformation measures – e.g. change in processes, innovative designs.
• Mentors and share knowledge with others.

About the role

The Customer Solutions Design Professional supports the creation of end-to-end technical designs and solutions which meet customer needs.

What you’ll be doing

1. Supports the capture of business requirements and translates it into high quality technical solutions using standard solution approaches.
2. Contributes to resolve issues that arise during design.
3. Supports in the design of solutions based on specific requirement using standard approaches in line with the wider technical strategy or roadmap.
4. Designs solutions that are scalable, adaptable, and cost effective in line with business needs and manage the integration of the design.
5. Ensures that own designs adhere to architectural principles and policies.
6. Performs root cause analysis for issues in relation to designs.
7. Supports change management, impact assessments and design documentation updates.
8. Provides in-life support for issues related to a specific solution or root cause analysis support for designs.
9. Supports the implementation of ways to improve working processes within the area of customer solution design.

Essential Skills / Experience

Desirable Skills / Experience

Our Package

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.