CX Designer
BT Group
United Kingdom-London-London
5d ago

Why this role matters

We are the Customer Experience (CX) Team at the heart of BT Enterprise. Our mission is to create brilliant experiences for our business customers.

Our team is growing, and we want outstanding people to drive customer satisfaction and go above and beyond our business customers’ expectations.

As a Customer Experience Designer, you’ll be responsible for creating meticulously crafted experiences grounded in customer insights.

This is a key role; you’ll champion the needs of our customers and align those with our business strategy and objectives.

You will guide stakeholders at all levels and coach others in your team to bring our CX design principles and process to life.

You’ll design customer journeys, create service blueprints, conduct research, facilitate ideation workshops, prototype, test and learn.

Are you ready to go beyond with BT?

What you'll be doing

  • Design end-to-end customer journeys for all products and solutions
  • Facilitate design thinking workshops with customers and internal stakeholders at all levels
  • Analyse insight and KPIs to define customer needs, pain points, and opportunities to delight in the end-to-end experience
  • Define success criteria and KPI targets for to-be customer journey stages
  • Proactively identify, size and scope CX improvement opportunities
  • Bring to life the target customer experience at various forums from team show & tells to executive meetings
  • Define epics and user story requirements and hold various BT Enterprise units to account to drive execution.
  • We want to speak to you if you...

  • Have CX design and / or Service Design experience
  • Create CX Journeys and Service Blueprints
  • Have exceptional communication skills and you can deliver outstanding presentations to any audience
  • Challenge assumptions and co-create with stakeholders of all levels of seniority
  • Have sound commercial understanding
  • Set requirements & success criteria, ideally in an Agile environment
  • Work with customers to understand their needs and use various research methodologies
  • Navigate high levels of ambiguity and change
  • Champion human-centred design culture and digital transformation.
  • Why choose us?

    We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-

    ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets :

  • Mobility
  • Fibre and connectivity
  • Networked IT services
  • We provide these over the UK’s biggest network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

    Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services.

    Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare.

    We also offer specialist enterprise services to our Internet of Things customers.

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

    That’s why we welcome applications from all parts of the community. #LI-EL1

    LI-EL1 #EL-ECX

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

    That’s why we welcome applications from all parts of the community.

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