Product Experience Design Principal

Job Description

About the role

BT sits at the centre of the UK’s digital economy — connecting millions of people, businesses and critical public services. As new waves of connected devices, platforms and AI-driven services emerge, the quality of the experience is increasingly what determines whether products are adopted, trusted and scaled.

As Product Experience Design Principal, you will define how innovation becomes real for customers — shaping the experiences that bring BT’s products to life across Connected Solutions. You will work on complex, emerging product areas where problems are not fully defined, and where strong experience design leadership is essential to turning capability into adoption and growth.

You will shape what we build, how it works and how it scales — ensuring experience is a core driver of product success.

• You will shape experiences built on one of the UK’s largest and most critical digital platforms
• You will work on emerging product areas where the problems — and solutions — are not yet fully defined
• You will influence products from early exploration through to national-scale deployment
• You will play a central role in how BT evolves from connectivity provider to platform and product innovator
• You will help define what AI-native experience design looks like in a large-scale, real-world environment

What you’ll be doing

You operate at a strategic level across multiple product domains, defining experience direction and ensuring it translates into real-world outcomes. You work at the intersection of customer behaviour, product strategy and platform capability — making complex ideas tangible, usable and valuable.

You will lead through influence and clarity, aligning Product, Engineering and Growth teams around a shared experience vision. You will bring structure to ambiguity, help teams move faster with confidence, and ensure that experience quality is not traded off as products scale.

You will play a critical role in taking products from early-stage exploration through to scaled adoption — ensuring that experiences are designed not just to work, but to drive discovery, trust and long-term usage.

What you will be accountable for

Define experience vision and drive product outcomes

Own the experience vision across your domain, ensuring products are grounded in real customer needs and designed to drive adoption, retention and growth. Translate emerging technologies and platform capabilities into clear, differentiated experiences that create measurable value.

Shape what gets built, not just how it looks

Work with Product and Engineering to define the right problems to solve and how they should be experienced. Influence product direction from the earliest stages, ensuring experience is central to decision-making — not applied downstream.

Make the future tangible through AI and rapid prototyping

Use research, experimentation, prototyping and AI to explore how new technologies change user behaviour and expectations. Rapidly bring ideas to life to align stakeholders, reduce ambiguity and accelerate decision-making.

Design for adoption and scale

Ensure products are designed for real-world use — from first interaction through to scaled deployment. Shape onboarding, trust, usability and service journeys so that customers can discover, adopt and expand their use of BT’s products.

Embed AI in both experiences and how we build them

Leverage AI to create more intelligent, adaptive and personalised experiences — while also using AI to accelerate design workflows, insight generation and prototyping. Help define what AI-native experience design looks like at BT.

Lead cross-functional alignment and clarity

Act as a critical bridge across Design, Product, Engineering and Growth. Align teams around a shared experience direction, ensuring consistency and coherence without slowing down delivery.

Raise the bar for design at scale

Set clear expectations for experience quality across the organisation. Introduce pragmatic tools, frameworks and ways of working that improve speed, consistency and impact — building a stronger, more connected design community.

Essential Skills / Experience

Essential

• Proven experience leading product/experience design in complex, technology-led environments
• Strong track record of shaping products that drive adoption, engagement and commercial impact
• Experience designing across platforms (e.g. SaaS, developer products, data platforms, connected devices or emerging technologies)
• Strong systems thinking — able to design coherent experiences across end-to-end journeys and ecosystems

Desirable Skills / Experience

• Ability to influence product strategy and define problem spaces, not just design solutions
• Ability to operate in ambiguity and bring clarity to complex, evolving problem spaces
• Experience of innovation within a representative environment (Telco/FTSE 100)
• Experience using AI to both design better experiences and accelerate design and product development workflows
• Credible cross-functional leadership — able to align senior stakeholders without formal authority

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle.

Your core benefits include:

· Company car scheme (or cash alternative)

· 15% on target annual bonus

· Private healthcare for you and your family

· 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.

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.