Service Designer

As a service designer, you will be responsible for 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 delivery across teams and can lead multiple or highly complex services. You’ll work with colleagues across Consumer Digital and beyond and be part of a team who develop excellent services for BT, EE and PlusNet

Your time will be split between acting as a ‘hands on’ service designer, and advocating for the service design profession within and beyond BT, EE and PlusNet.

You will lead the design of digital services and set direction for the approach to service design in Consumer Digital; both through individual performance and influence in group settings. You will demonstrate senior stakeholder management in all aspects of delivery helping us to bridge silos. You will demonstrate through outcomes while managing and leading others as part of a strong community of practice.

You’ll implement research insights and data to design solutions; responding to challenges, often in collaboration with users, frontline staff and other stakeholders and you’ll work strategically on end to end services to deliver improved service outcomes and costed savings.

Digital perspective – Understands how the digital economy is changing user behaviour and the commercial landscape. Is able to make informed decisions based on user needs, available technology and value for money. Has knowledge of the wider digital economy and advances in technology

Evidence and context-based design – Visualises, articulates, solves complex problems and concepts, and makes disciplined decisions based on available information and research evidence. Able to move from analysis to synthesis and/or design intent. Such skills include demonstration of the ability to apply logical thinking, gathering and analysing information and evidencing key performance indicators.

Facilitating decisions and risks – Capable of making and guiding effective decisions, explaining clearly how the decision has been reached. Has the ability to understand technical complexity and risks, run collaborative design activities, influence others and build consensus.

Leadership and guidance – Interprets vision to lead on decisions. Creates a continually collaborative environment and sustains a good service. Understands and resolves technical disputes across varying levels of complexity and risk. Solves issues and unblocks problems. Drives teams and sets the pace, ensuring teams are delivering. Manages risk including effectively managing and tracking the mitigation of risks.

Prototyping – Able to apply technical knowledge and experience to create or design workable prototypes, both programmes and physical outputs. Understands parameters, restrictions and synergies.

Strategic thinking – Able to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact. This could include determining patterns, standards, roadmaps and vision statements. Can focus on outcomes rather than solutions and activities.

Understanding constraints – Able to understand and work within the given constraints (including but not limited to technology, regulatory, financial, legal, social user constraints) and to challenge constraints that can be changed. Capable of ensuring compliance against constraints by adapting products and services where needed.

User focus – Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.