BT Group

Service Design Principal

BT Group

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 £0 per year

Job Level

Lead

About the role

  • Take full accountability for the service design vision and strategy for a portfolio, domain, or major client account, aligning it to organisational goals.
  • Define, structure, and drive ambitious missions to deliver measurable value, proactively creating accountability for results and building momentum behind change across programs.
  • Lead the design of complex, cross-channel journeys that span multiple products, business units, and operational systems, working with Product Design Leads to ensure seamless customer journeys.
  • Partner with CX Office, senior executives and stakeholders at all levels to define problem spaces, prioritise opportunities, and shape roadmaps for service transformation.
  • Work across all silos to facilitate the creation of joined-up omnichannel experiences that drive significant channel shift towards digital and self-serve.
  • Provide expert, straight-talking guidance, critique, and direction to project teams, ensuring quality and coherence of service experiences.
  • Develop and evolve frameworks, methods, and standards for service design, ensuring adoption across teams.
  • Collaborate with the Service Design Lead to build and nurture a strong service design community, mentoring to create service design excellence and contributing to hiring and resource planning.
  • Represent service design in key governance forums, steering groups, and external events.
  • Drive outcome-based practice by defining key service metrics, framing hypotheses, and embedding continuous improvement loops.
  • Collaborate with Commercial/Finance and Portfolio leads to shape propositions and delivery models for service-led engagements.
  • Champion an inclusive, customer-focused approach, ensuring that every service is designed with the needs of customers and colleagues at its heart.
  • Foster teamwork and collaboration across the organisation, acting as a visible champion for the discipline.

Requirements

  • Outstanding stakeholder management and facilitation skills, able to influence from the C-suite down.
  • Proactive, forward-leaning stance, taking the initiative to structure programmes of work and drive accountability.
  • Deep service design expertise with extensive experience delivering large-scale, complex services in corporate or public sector environments.
  • Experience operating as a trusted advisor to senior executives, influencing strategy and investment decisions.
  • Demonstrable ability to lead multiple teams or programmes simultaneously and to manage design at portfolio level.
  • Highly skilled in facilitation, systems thinking, storytelling, and sense-making across diverse stakeholder groups.
  • Strong understanding of organisational change, operations, and technology, and how these intersect with service design.
  • Experience establishing or maturing service design practices or communities of practice in large organisations or leading consultancies.
  • Comfortable with ambiguity, able to frame problems, create structure, and guide others through uncertainty.
  • Extensive experience across service design, strategy setting, and leading transformation.
  • Influencing and coaching at senior levels.
  • Demonstrable ability to drive organisational change and deliver measurable outcomes.
Benefits
  • 15% on target bonus
  • Health Care
  • Car Allowance
  • BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
  • From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
  • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
  • 25 days annual leave (not including bank holidays), increasing with service
  • 24/7 private virtual GP appointments for UK colleagues
  • 2 weeks carer’s leave
  • World-class training and development opportunities
  • Option to join BT Shares Saving schemes.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service designstakeholder managementfacilitationsystems thinkingstorytellingdesign strategyorganisational changeprogram managementtransformation leadershipservice metrics
Soft Skills
influencingaccountabilitycollaborationmentoringcustomer-focused approachproactive initiativeteamworkcommunicationproblem framingadaptability