Specialist Service Designer - London, United Kingdom - BT

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Specialist Service Designer (Consumer Digital)

Job Req ID:10878
Posting Date:06-Feb-2023
Function:Content & Design
Location:One Braham (4140), London, United Kingdom
Salary:Competitive, with great BT benefits.- Full time, with 3 days a week out of one of our UK Digital Hubs (flexible 2 days wherever).- Manchester

Birmingham
Bristol
London

Purpose of role:

As a service designer, you will be responsible for the delivery, ongoing 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 endtoend 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.

Key Accountabilities:

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 will:

- plan and lead workshops with teams and stakeholders.
- influence working practices and behaviors in teams to support a user centred design approach.
- work strategically on end to end services to deliver improved service outcomes and costed savings.
- understand users and interpret evidence about them to propose services to meet their needs
- communicate complex information and processes across organisational boundaries to build a shared understanding

Use research insights and data to design solutions; responding to challenges, often in collaboration with users, frontline staff and other stakeholders.

- develop ideas using sketching, prototyping and iterative design.
- communicate ideas and explain design decisions clearly.
- confidently put forward the case for design and prioritisation to senior stakeholders.
- handle constructive criticism of their work, and constructively review the work of others.
- 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 reusable processes

Advocacy

Promote and communicate the work of Consumer Digital and its projects internally and externally, sharing ideas and best practice
Foster a collaborative approach to solution delivery and engagement
Play an active role in the product management community outside of BT, EE and PlusNet
Maintain an active digital presence
The duties above are not intended to be an exhaustive list. The job description may be reviewed periodical_

- ly in order to ensure that the duties meet the requirements of the service and to make any necessary changes._

Person specification

Excellent written and verbal communication skills with the ability to present complex information clearly and effectively
Strong interpersonal skills with proven ability to establish positive working relationships and influence and persuade at all levels
Excellent planning and organisational skills and able to prioritise to meet deadlines and cope with fluctuations in workload
Strong team building and management skills with the ability to motivate, lead and develop a large team ensuring resources are organised appropriately and effectively
Strong sense of customer service and demonstrates an understanding of the needs of customers, keeping them in mind when taking actions or making decisions
Ability to deliver results within agreed timescales and to work within tight deadlines.
Experience of defining and reporting progress against targets, providing highlights as necessary and taking actions to resolve exceptions

//Specific skills and knowledge required

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-
Facilitating decisions and risks - Capable of making and guiding effective decisions, explaining clearly ho