Product Experience Design Specialist

About the role

The Product Experience Design team helps shape and accelerate the future of BT’s innovation portfolio. Working across emerging opportunities in areas such as Physical AI, Connected Solutions, Defence, Healthcare, Transport and Digital Services, we help teams move from uncertainty to evidence-based decision making.

As a Product Experience Design Specialist, you will play a key role in transforming customer insight, business objectives and emerging technologies into meaningful product and service experiences. Working closely with Product Managers, User Researchers, Engineers and Commercial stakeholders, you will shape future solutions, create compelling concepts and help teams make confident decisions about what to build next.

You will operate primarily across the discovery, definition and early delivery stages of product development, helping teams understand customer needs, explore potential solutions and develop concepts that can be tested, refined and brought to market.

This is not a traditional UI-focused design role. We are looking for someone who is equally comfortable facilitating workshops, shaping propositions, mapping journeys, developing concepts and creating prototypes that support learning and decision making.

What makes this role different:

• Shape future products and services across BT's innovation portfolio.
• Work on complex, ambiguous opportunities where the problem and solution may still be emerging.
• Influence product direction through design thinking, customer-centred methods and facilitation.
• Help teams move from insight and opportunity towards tangible concepts and validated propositions.
• Work across diverse domains including AI, connectivity, drones, digital platforms and future services.

What you’ll be doing

Shape Future Product and Service Concepts - Work with Product Managers, Researchers and stakeholders to explore opportunities, generate concepts and define future-state experiences that address customer and business needs.

Transform Insight into Actionable Direction - Translate user research, market insight and stakeholder inputs into clear design opportunities, proposition concepts and recommended next steps.

Facilitate Collaborative Design Activities - Plan and facilitate workshops, ideation sessions and co-creation activities that build alignment, unlock creativity and accelerate decision-making.

Create Customer-Centred Experiences - Develop journeys, flows, experience maps, service concepts and interaction models that help teams understand how products and services should work.

Prototype and Validate Ideas - Create appropriate prototypes, visualisations and design artefacts that support experimentation, learning and stakeholder communication.

Support Product Strategy and Definition - Collaborate with Product Managers and Researchers to define user value propositions, prioritise opportunities and shape evidence-based product direction.

Communicate Design Thinking and Vision - Create compelling presentations, storyboards and design artefacts that inspire stakeholders, communicate future possibilities and build confidence in proposed solutions.

Champion Human-Centred Design - Advocate for customer-centred, evidence-based and inclusive design practices across the innovation portfolio.

Contribute to Team Capability Growth - Share knowledge, support colleagues and help evolve design methods, tools and standards across the Product Experience Design team

Essential Skills / Experience

• Significant experience in user-centred design (product, UX, service or experience design), including shaping early-stage products, services or propositions into validated concepts.
• Experience creating customer-centred design artefacts, including journeys, service concepts and experience maps, to support rapid testing of product direction.
• Cross-functional product collaboration - Demonstrable experience partnering with Product Managers, Delivery Managers and Engineers to ideate collaboratively and translate idealised product experiences into reality

Desirable Skills / Experience

• Experience working within innovation, incubation, venture building or emerging technology environments.
• Exposure to service design and systems-thinking approaches.
• Experience developing propositions, opportunity areas and future-state concepts.
• Familiarity with AI-enabled design and prototyping tools.
• Experience working on connected products, IoT, telecommunications, digital platforms or technology-based services.
• Portfolio or previous projects that demonstrate experiences crossing over between digital and physical elements; we would be open to experience from a physical product design background as well.
• Knowledge of accessibility and inclusive design principles.
• Experience using tools such as Figma, Mural and other collaborative design platforms.
• Experience coaching or mentoring designers and cross-functional teams.

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:

• 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.

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.