Process Design Specialist

About the role

Working on the majority of products contained within BT’s portfolios, this role combines Process Design expertise with Agile Delivery leadership.

As a Process Designer, you are a multi-skilled consultant accountable for the analysis, design, construction, implementation, and ongoing optimisation of end-to-end (E2E) journeys to support product roadmaps, solutions, and portfolio developments.

In parallel, you act as a recognised delivery specialist within an Agile environment, ensuring the successful coordination and execution of delivery plans aligned with strategic priorities, including access strategy, Global Fabric/BT Connect evolution, and legacy platform retirement.

These portfolio developments help create a commercially successful, customer-centric portfolio that drives market leadership, revenue growth, and cost efficiency through operational excellence.

This role is key in balancing best-in-class customer experience with optimal cost to serve, while maintaining high quality standards.

You will work closely with cross-functional squads, driving both process excellence and delivery performance, ensuring that solutions are designed effectively and delivered on time, within scope, and to the required quality.

What you’ll be doing

• Work across various delivery methodologies (C2M, Agile, NRB, Hybrid), combining structured process design with Agile delivery execution
• Self-manage portfolio developments and launches to meet time, cost, and quality targets
• Lead and support squad delivery on a day-to-day basis, ensuring alignment with roadmap, timelines, and budget constraints
• Design, build, and present E2E operational process models (as-is and to-be), including impact analysis and optimization opportunities
• Identify pain points and drive improvements to customer and operational experience
• Facilitate Agile ceremonies including sprint planning, daily stand-ups, retrospectives, refinement sessions, and demos
• Actively contribute to backlog management, working with Product Board and Jira to track epics, features, requirements, and risks
• Shape business requirements, user stories, and acceptance criteria in collaboration with business and technical stakeholders
• Provide validation of delivered requirements, including first-level acceptance and operational readiness
• Identify risks, issues, and dependencies, ensuring visibility and driving mitigation across squads and stakeholders
• Challenge unmitigated risks, defects, and delivery blockers in an objective and solution-focused manner
• Partner with internal and external stakeholders, including suppliers, to resolve delivery challenges and ensure successful outcomes
• Manage virtual team interactions and escalations to maintain delivery momentum
• Drive collaboration across squads and tribes, ensuring dependencies are effectively managed
• Foster a high-performance, continuous improvement culture within the squad
• Support operational readiness through development of procedures, artefacts, training needs, and validation scripts
• Ensure ARIS process models are created, maintained, and published in line with quality standards
• Provide post-launch hypercare support and monitor feedback loops for continuous optimization
• Input into resource planning, estimates, and roadmap sizing
• Provide regular reporting on delivery progress, ensuring transparency and enabling timely stakeholder intervention

Essential Skills / Experience

• Independent thinker, comfortable working in ambiguous environments and driving clarity
• Strong problem-solving and analytical skills, including requirements elicitation and process optimisation
• Ability to balance strategic thinking with hands-on delivery execution
• Excellent stakeholder management and communication skills, with the ability to influence at all levels
• Proven ability to work collaboratively across business and technical teams
• Strong Agile delivery experience, including facilitation of Scrum ceremonies and managing squad execution
• Experience delivering complex and/or time-critical projects, including working with virtual teams
• Process design expertise, including BPMN modelling, as-is/to-be analysis, and operational workflow design
• Knowledge of BT product portfolios and access technologies (preferred)
• Strong commercial awareness, balancing delivery outcomes with business benefits
• Good time and risk management skills, with the ability to proactively identify and resolve issues
• Experience with tools such as Jira, Product Board, ARIS (and ideally Mural)
• Ability to drive continuous improvement and identify business improvement opportunities 

Mandatory:

• Process design experience (BPMN modelling, requirements capture, process analysis)

• Knowledge of data networks and technology

Preferred:

• Experience in Agile and Waterfall delivery methodologies

• Experience in operational process modelling across sales, delivery, and in-life support

• Understanding of customer experience frameworks (e.g. personas, moments that matter, NPS)

• Experience working with BI or continuous improvement initiatives