Process Design Specialist

Job Description

Recruiter: Viktoria Pálfi-Vincze

Hiring Manager: Cecilia Földes

Career Grade: D

“Join BT International’s Strategy & Product team and bring your unique strengths. Even if you don’t meet every requirement, we value potential and encourage you to apply.”

About BT

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.

About the role

• Working on the majority of products contained within BT’s portfolios, this role combines Process Design expertise with Agile Delivery leadership.
• As a Process Designer, you are a multi-skilled consultant accountable for the analysis, design, construction, implementation, and ongoing optimisation of end-to-end (E2E) journeys to support product roadmaps, solutions, and portfolio developments.
• In parallel, you act as a recognised delivery specialist within an Agile environment, ensuring the successful coordination and execution of delivery plans aligned with strategic priorities, including access strategy, Global Fabric/BT Connect evolution, and legacy platform retirement.
• These portfolio developments help create a commercially successful, customer-centric portfolio that drives market leadership, revenue growth, and cost efficiency through operational excellence.
• This role is key in balancing best-in-class customer experience with optimal cost to serve, while maintaining high quality standards.
• You will work closely with cross-functional squads, driving both process excellence and delivery performance, ensuring that solutions are designed effectively and delivered on time, within scope, and to the required quality.

What you will be doing (Role Accountabilities)

• Work across various delivery methodologies (C2M, Agile, NRB, Hybrid), combining structured process design with Agile delivery execution
• Self-manage portfolio developments and launches to meet time, cost, and quality targets
• Lead and support squad delivery on a day-to-day basis, ensuring alignment with roadmap, timelines, and budget constraints
• Design, build, and present E2E operational process models (as-is and to-be), including impact analysis and optimization opportunities
• Identify pain points and drive improvements to customer and operational experience
• Facilitate Agile ceremonies including sprint planning, daily stand-ups, retrospectives, refinement sessions, and demos
• Actively contribute to backlog management, working with Product Board and Jira to track epics, features, requirements, and risks
• Shape business requirements, user stories, and acceptance criteria in collaboration with business and technical stakeholders
• Provide validation of delivered requirements, including first-level acceptance and operational readiness
• Identify risks, issues, and dependencies, ensuring visibility and driving mitigation across squads and stakeholders
• Challenge unmitigated risks, defects, and delivery blockers in an objective and solution-focused manner
• Partner with internal and external stakeholders, including suppliers, to resolve delivery challenges and ensure successful outcomes
• Manage virtual team interactions and escalations to maintain delivery momentum
• Drive collaboration across squads and tribes, ensuring dependencies are effectively managed
• Foster a high-performance, continuous improvement culture within the squad
• Support operational readiness through development of procedures, artefacts, training needs, and validation scripts

What you’ll need to succeed (Skills & Experience)

• Independent thinker, comfortable working in ambiguous environments and driving clarity
• Strong problem-solving and analytical skills, including requirements elicitation and process optimisation
• Ability to balance strategic thinking with hands-on delivery execution
• Excellent stakeholder management and communication skills, with the ability to influence at all levels
• Proven ability to work collaboratively across business and technical teams
• Strong Agile delivery experience, including facilitation of Scrum ceremonies and managing squad execution
• Experience delivering complex and/or time-critical projects, including working with virtual teams
• Process design expertise, including BPMN modelling, as-is/to-be analysis, and operational workflow design
• Knowledge of BT product portfolios and access technologies (preferred)
• Strong commercial awareness, balancing delivery outcomes with business benefits
• Good time and risk management skills, with the ability to proactively identify and resolve issues
• Experience with tools such as Jira, Product Board, ARIS (and ideally Mural)
• Ability to drive continuous improvement and identify business improvement opportunities

Mandatory:

• Process design experience (BPMN modelling, requirements capture, process analysis)

• Knowledge of data networks and technology

Preferred:

• Experience in Agile and Waterfall delivery methodologies

• Experience in operational process modelling across sales, delivery, and in-life support

• Understanding of customer experience frameworks (e.g. personas, moments that matter, NPS)

• Experience working with BI or continuous improvement initiatives

“We believe in open conversations. If selected, salary details will be shared with you ahead of your interview, so you have clarity from the start.”

About the role

The Product Design Pracitioner supports and executes a range of product design activities independently, ensuring that BT's products and features are of the highest level of craft and execution, easy to use, and deliver experiences that create value for customers.

What you’ll be doing

1. Contributes to the delivery of initiatives to improve the user experience of a product from conception to launch in partnership with product managers, engineers, user researchers and content designers
2. Implements strategic decisions around the future direction of BT's products and product design strategy
3. Contributes to the design of end-to-end user flows and experiences within BT's design systems and standards
4. Crafts digital-first experiences, typically using existing solutions, that achieve commercial goals such as increased digital channel share and have clear commercial impact
5. Builds meaningful internal relationships, contributes to a culture of design excellence and promotes a user-centred way of working
6. Advocates for customer needs, working with designers and squads to ensure solutions solve real customer needs
7. Supports the implementation of continuous improvement opportunities to improve the design team processes, ensuring a consistent and coherent process to manage design quality and collaboration across teams
8. Continuously develops and shares with team knowledge on emerging trends and changes in customer experience such as customer problems and ensures that the squads are sharing ideas and insights
9. Develops user experience designs and prototypes at any level of fidelity needed independently, while being as lean and outcome focused as possible
10. Visualises and then communicates ideas and concepts effectively and compellingly for internal leaders, partners and customers

Essential Skills / Experience

Desirable Skills / Experience

Our Package

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.