About this role
Full time, 3 days a week together in one of our UK Digital Hubs (flexible 2 days wherever).
- Manchester
- Birmingham
- Bristol
- London
At BT, we take a user-centered and iterative approach to digital product design to ensure the best experiences for our customers across their journeys. This means we step into the shoes of our customers, to understand how they interact with us digitally and what they expect from our products and services.
As a content designer for BT, you’ll be expected to be the objective voice of our customers and always put their needs first when it comes to designing brilliant content. You’ll be responsible for helping users step through our journeys and find the information they need in the simplest, smartest way possible. Working in agile teams, you’ll influence and own the user journey for a product, service or offer.
You’ll be creating, updating, and reviewing content around the user journey and will be adept at using evidence, data, and research to inform decisions and change things for the better. As an already active member of the content design community, you’ll stand up for best practice and for our users. You’ll be enthusiastic about promoting a user-centred way of working within the department and beyond. Your capacity for feedback – both giving and receiving – will be infinite.
You'll have the following responsibilities
- Ensuring and advocating a user-centred approach to all the content you create.
- Map customer purchase journeys to identify pain points and user needs.
- Create and curate brilliant content that customers will love.
- Work closely with stakeholders and team members to ensure our content is evidence based, user centred and continually optimised.
- Take part in user research and be able to work with multidisciplinary, agile teams to contribute to an overall user experience.
- Use discovery methods to take facts from subject matter experts and present them in a brilliant, personal and simple way.
- Take responsibility for legal, regulatory governance and compliance of your content.
- Be a design team representative and a main point of contact for product owners and product team members on developing a user centred approach.
You'll have the following skills & experience
- Proven track record user centred content strategy and creation.
- Expert understanding of user journey mapping and identifying risks. Preferably within an ecommerce/transactional/purchasing context.
- Experience working with AGILE multi disciplined teams – User Researchers, Product Owners, Designers, etc.
- Comprehensive commercial portfolio of elegant content creation/copywriting.
- Strong understanding of content publishing on various CMS platforms (and the constraints that come with each) – particularly AEM.
Benefits
- 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 plans
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?
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!
The Content Design Pracitioner supports and executes a range of content design activities, ensuring that BT's products and features are of the highest level of craft and execution, easy to use, and deliver experiences that create value for customers.
1. Delivers initiatives to improve the user experience of content from conception to launch in partnership with product managers, engineers, user researchers and product designers
2. Implements strategic decisions around the future direction of BT's products and content design strategy
3. Contributes to the design of end-to-end user flows and experiences within BT's design systems and standards
4. Crafts digital-first experiences that achieve commercial goals such as increased digital channel share and have clear commercial impact
5. Builds meaningful relationships, contributes to a culture of design excellence and promotes a user-centred way of working
6. Advocates for customer needs, ensuring that designers and squads are designing solutions that solve real customer needs
7. Supports the implementation of continuous improvement opportunities to improve the design team processes, ensuring a consistent and coherent process to manage design quality and collaboration across squads
8. Continuously develops and shares with team knowledge on emerging trends and changes in the customer experience, nurturing a shared understanding of customer problems and ensures that the squads are sharing ideas and insights
9. Develops content at any level of fidelity needed with minimal guidance, while being as lean and outcome focused as possible
10. Executes user journey mapping in order to identify pain points and user needs
11. Ensures all content is aligned with the BT Group brand tone of voice, meets AA accessibility standards and is legally compliant
Content Design
Information Architecture
Design Strategy
Content Quality Process Management
Product Strategy
User Experience Design
User Centred Research
Product Design
Search Engine Optimisation (SEO) Auditing
Accessibility Management
User Centred Design
Content Management Systems (CMS)
Content Hierarchy
Looking in:
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.