Service Design Specialist (Digital: BT Business)


  • Assembly  
    Bristol, United Kingdom
  • Company
    Start date
    Competitive with great BT benefits
  • Closing date
    27 April 2024  
    Posted on
    27 March 2024  

This role will sit within BT Business and will be part of the digital transformation of online services that help and support our business customers of all sizes and provide seamless online journeys to help them get to where they need to be.
BT Group’s Digital unit is leading BT Group’s digital transformation, driving service innovation and delivering the products and services our customers need to support their own goals fast, and at scale.

The immediate assignment:
As a BT Business Service Design Specialist, you will independently undertake and execute 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.
You'll have the following accountabilities:

  • Delivering 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
  • Crafting new or complex digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact independently
  • Implementing research insights and data to design solutions
  • Leveraging design research techniques to uncover hidden customer needs and pain points, analysing and mapping complex journeys and processes
  • Championing, continuously developing and sharing with team, knowledge on emerging trends and changes in digital services design
  • Implementing continuous improvement opportunities to improve the service design team processes, ensuring a consistent and coherent process to manage services quality and collaboration across teams
  • Mentoring other service designers, helping to improve the team’s craft and meet ambitions as well as act as a technical resource

You'll have the following skills & experience:

  • 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 


  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • 50% off EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV with TNT Sports and NOW Entertainment
  • 50% discount for friends and family on EE mobile pay monthly and SIM only plans

Our leadership standards:

-Looking in-
Leading inclusively:
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes:
I take the right decisions that benefit the broader organisation.

-Looking out-
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.

-Looking to the future-
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.
How to apply:
It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

What we stand for:
We hire for culture add, not culture fit. We embrace and encourage everyone to bring their unique personalities to the team, fostering an environment where they can freely express themselves with confidence and support. Our commitment to hiring people from diverse backgrounds enhances our team's values and enriches the quality of our work, allowing us to collectively achieve more than the sum of our individual contributions.

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