Service Design Specialist

Job Description

Recruiter: Smriti Pal

Hiring Manager: Michael Holmes

Career Grade: D

Why this job matters
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 – your accountabilities
1. 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
2. Crafts new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact independently
3. Implements research insights and data to design solutions
4. Leverages design research techniques to uncover hidden customer needs and pain points, analysing and mapping complex journeys and processes
5. Champions, continuously develops and shares with team knowledge on emerging trends and changes in digital services design
6. 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
7. Mentors other service designers, helping to improve the team’s craft and meet ambitions as well as act as a technical resource

The skills you’ll need to succeed
- User Centred Design
- Service Design
- User Journey Mapping
- Design Strategy
- Customer Advocacy
- Service Development
- Workshop Coordination
- Quantitative Analysis
- Behavioural Analysis
- Requirements Management
- Design Pattern Recognition
- Design Delivery
- User Experience Strategy
- Prototyping
- Agile Methodologies

Leadership accountabilities
Leading inclusively and safely - I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes - I take the right decisions that benefit the broader organisation.
Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future - I build diverse future-ready teams where all individuals can be at their best.

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.