About this role
<p><span style="font-size:10.0pt"><strong>Recruiter: Smriti Pal</strong></span></p> <p><span style="font-size:10.0pt"><strong>Hiring Manager: Michael Holmes </strong></span></p> <p><span style="font-size:10.0pt"><strong>Career Grade: D</strong></span></p> <p><span style="text-decoration:underline"><strong><span style="font-size:10.0pt">Why this job matters</span></strong></span><br><span style="font-size:10.0pt">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.</span></p> <p><span style="text-decoration:underline"><strong><span style="font-size:10.0pt">What you’ll be doing – your accountabilities</span></strong></span><br><span style="font-size:10.0pt">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</span><br><span style="font-size:10.0pt">2. Crafts new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact independently</span><br><span style="font-size:10.0pt">3. Implements research insights and data to design solutions</span><br><span style="font-size:10.0pt">4. Leverages design research techniques to uncover hidden customer needs and pain points, analysing and mapping complex journeys and processes</span><br><span style="font-size:10.0pt">5. Champions, continuously develops and shares with team knowledge on emerging trends and changes in digital services design</span><br><span style="font-size:10.0pt">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</span><br><span style="font-size:10.0pt">7. Mentors other service designers, helping to improve the team’s craft and meet ambitions as well as act as a technical resource</span></p> <p><span style="text-decoration:underline"><strong><span style="font-size:10.0pt">The skills you’ll need to succeed</span></strong></span><br><span style="font-size:10.0pt">- User Centred Design</span><br><span style="font-size:10.0pt">- Service Design</span><br><span style="font-size:10.0pt">- User Journey Mapping</span><br><span style="font-size:10.0pt">- Design Strategy</span><br><span style="font-size:10.0pt">- Customer Advocacy</span><br><span style="font-size:10.0pt">- Service Development</span><br><span style="font-size:10.0pt">- Workshop Coordination</span><br><span style="font-size:10.0pt">- Quantitative Analysis</span><br><span style="font-size:10.0pt">- Behavioural Analysis</span><br><span style="font-size:10.0pt">- Requirements Management</span><br><span style="font-size:10.0pt">- Design Pattern Recognition</span><br><span style="font-size:10.0pt">- Design Delivery</span><br><span style="font-size:10.0pt">- User Experience Strategy</span><br><span style="font-size:10.0pt">- Prototyping</span><br><span style="font-size:10.0pt">- Agile Methodologies</span></p> <p><span style="text-decoration:underline"><strong><span style="font-size:10.0pt">Leadership accountabilities</span></strong></span><br><span style="font-size:10.0pt">Leading inclusively and safely - I inspire and build trust through self-awareness, honesty and integrity. </span><br><span style="font-size:10.0pt">Owning outcomes - I take the right decisions that benefit the broader organisation. </span><br><span style="font-size:10.0pt">Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business. </span><br><span style="font-size:10.0pt">Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making. </span><br><span style="font-size:10.0pt">Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation. </span><br><span style="font-size:10.0pt">Building for the future - I build diverse future-ready teams where all individuals can be at their best.</span></p><div></div><p>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. </p> <p>BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.</p> <p>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.</p> <p>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.</p>