Description
Job Title: Service DesignerLocation: London
Department/Practice: London Design Studio
Job Purpose and primary objectives:
As a service designer, you will be responsible for the delivery, on-going success and continual improvement of our products, propositions 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 Global Digital and beyond and be part of a team who develop excellent services for BT Global customers.
Key responsibilities (please specify if the position is an individual one or part of a team):
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.
- Supervisory/Managerial responsibilities (please specify if the position will have persons reporting to it):
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
- Other responsibilities - Budgets, targets, equipment etc (please specify):
Promote and communicate the work of BT 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
Maintain an active digital presence
Key Skills/Knowledge:
experience of advocating for people and user needs in all aspects of design work; experience of user-centered design and service design
an understanding of how to design inclusive, accessible and sustainable services
experience in designing services for multiple user groups with a range of stakeholders
experience of 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
experience of negotiating design decisions with senior stakeholders
experience 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
experience of 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
Experience required:
9 to 10 Years' experience working as service designer
Special working conditions (travel, on call etc):
As per business need
Additional remarks (if any):
Your time will be split between acting as a hands on' service designer, and advocating for the service design profession within and beyond BT. You will lead the design of digital services and set direction for the approach to service design in 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.
Person Specification:
ie Negotiating, client facing, communication, assertive, team leading/team member skills, supportive.
experience of advocating for people and user needs in all aspects of design work; experience of user-centered design and service design
an understanding of how to design inclusive, accessible and sustainable services
experience in designing services for multiple user groups with a range of stakeholders
experience of 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
experience of negotiating design decisions with senior stakeholders
experience 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
experience of 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