Service Designer

As a service designer, you play a key role in the delivery, on-going success and continual improvement of our products and services. You will influence and mentor others and work closely with designers, user researchers and product owners to ensure we are aligned around and continuously improving excellent end-to-end journeys.

You will set direction, assure the quality of design across teams and can lead multiple or highly complex services. You’ll work with colleagues across Global Digital and beyond and be part of a team who create truly differentiated, market-leading experiences for our customers.

You will design end-toe-end services across Global; both through individual performance and influence in group settings, demonstrating senior stakeholder management in all aspects of delivery helping us to bridge silos. You will drive teams towards outcomes while managing and leading others as part of a strong community of practice.

You will:

• Plan and lead workshops with teams and stakeholders.
• Influence working practices and behaviours in teams to support a user-centered design approach.
• Work strategically on end to end services to deliver improved service outcomes and costed savings.
• Work with researchers and analysts to understand users. Interpret evidence about users to propose services that meet their needs
• Define unmet needs of people who may not use our services, and defining how our organisation can independently or collaboratively meet their needs
• Identify how our organisation needs to change to deliver more effective services
• Communicate complex information and processes across organisational boundaries to build a shared understanding
• Collaboratively develop ideas facilitating sketching, prototyping and iterative design.
• Communicate ideas and explain design decisions clearly.
• Coordinate performance metrics of Service Design solutions and review and report on outcomes and assess remedial activities and opportunities for continual improvement
• Confidently put forward the case for design and prioritisation to senior stakeholders.
• Contribute to design patterns and standards, identifying service patterns.
• Work at pace using agile methods in technical and complex environments.
• Confidently speak and write about your work.

Team Management

• Organise the allocation of people to services based on an understanding of their skills and specialisms
• Coach and mentor colleagues, establishing a culture of collaboration and skills sharing
• Rotate inside delivery teams to gain insight and ensure re-usable processes

Advocacy

• Promote and communicate the work of BT Digital and its projects internally and externally, sharing ideas and best practice
• Foster a collaborative approach to framing problems, solution delivery and engagement
• Play an active role in the Service Design community outside of BT
• Maintain an active digital presence

Experience of

• Advocating for people and user needs in all aspects of design work; experience of user-centered design and service design  including user research, workshop facilitation, problem framing, personas, user journeys, service blueprinting, ideation, solution hypotheses, measures of success, prioritisation, story documentation, prototyping and testing
• Design Thinking experience through knowledge and application of theory
• Designing inclusive, accessible and sustainable services
• Designing services for multiple user groups with a range of stakeholders
• Engaging and collaborating with stakeholders and colleagues from other disciplines in a variety of ways, as well as the ability to work autonomously away from their team
• Negotiating design decisions with senior stakeholders
• Making effective decisions using user research and data, in order to improve a service, reduce complexity and generate new ideas
• Explaining design ideas and concepts in a way that other people understand, including visualising, sketching and prototyping
• Reflecting critically and asking difficult questions; thinking holistically about the big picture while working out details and being able to appreciate and articulate the broader implications of a thing

Expected Experience & behaviours

Requires:

• Experience as a service designer (or roles with similar skills) with a good amount of that time working on ecommerce and B2B experiences.
• Ability to take a project from ideation to completion and continually improve a customer experience
• Experience working in lean agile squads

The following qualities:

• Excellent collaboration and communication skills with an intrinsic ability to turn complexity into simplicity
• Lean approach to action; continually finding ways to deliver more value to the customer and the business with less effort, driving efficient ways of working
• Entrepreneurial and flexible approach to activities; adapting behaviours and proactively removing barriers to delivering results