BT Careers – Service Designer

Website BT

About the job

Service Designer (BT Digital: Consumer)

Job Req ID:


Posting Date:



Content & Design


215 Park Lane, Birmingham, United Kingdom


Competitive, with excellent benefits

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About This Role

Based flexibly (3 days a week) out of one of our UK digital hubs.





As a digital service designer, you will be responsible for the delivery, on-going success and continual improvement of our digital 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.

You’ll Have The Following Responsibilities

plan and lead workshops with teams and stakeholders.

influence working practices and behaviours in teams to support a user-centred design approach.

work strategically on end to end services to deliver improved service outcomes and costed savings.

  • Working 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.
  • 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.

You’ll Have The Following Skills & Experience

  • Experience of advocating for people and user needs in all aspects of design work; experience of user-centered design and service design
  • Commercial understanding of how to design inclusive, accessible and sustainable services
  • Background in designing services for multiple user groups with a range of stakeholders
  • Commercial success engaging with stakeholders and colleagues from other disciplines in a variety of ways, as well as the ability to work autonomously away from their team
  • Demonstratable track record of making effective decisions using user research and data, in order to improve a service, reduce complexity and generate new ideas
  • Experience of explaining design ideas and concepts in a way that other people understand, including visualising, sketching and prototyping
  • Ability to reflect critically and ask 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.


  • Competitive salary
  • 25 days annual leave (plus bank holidays)
  • 10% on target bonus
  • Life Assurance
  • Pension scheme
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • 50% off BT and EE mobile pay monthly or SIM only plans
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • BT TV, including BT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
  • 30% discount for friends and family on EE mobile pay monthly and SIM only plan

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do – and in the people who work here.

We’re now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we’re on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you’re interested in the power of potential, why not join us today and release yours? You can read more here about what it’s like to work at BT

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!

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