BT are on a mission to become The leader in technology - I joined Enterprise at a very exciting turning point in the business’ strategy agenda and hot off the heels of the biggest reorg since the 1980’s.
Appointed to build the ‘Design Thinking and Standards’ team from the ground up - the first team of it’s kind in BT - I influence not only the status quo today, but also help lead the business into the new era: to be seen as a value add partner vs. ‘Just an expensive service provider’.
Supporting online and offline B2B activities across SME, Corporate & Public Sector and Wholesale, my team sets the CX vision and brings solutions across e2e journeys along with the standards to underpin them - continually exploring then testing and defining the ideal target customer & colleague experience across Enterprise.
A tactical team comprising Research, Ideation and Prototyping workstreams function as an internal consultancy - strategically positioned within the business to closely support product and propositions with their initiatives. We champion human-centric design approaches to solutioning which are co-created and validated with stakeholders and customers every step of the way. Complimented by ‘CX Culture’ and ‘Standards’ streams to ensure change is meaningful, consistent and of benefit to colleagues across the business, my team play a highly strategic role within Customer Experience and across Enterprise.
From creating a clear vision to mobilising initiatives to achieve transformation, my role as Principal has been mainly focussed on:
Ensuring CX is at the heart of design and solutions whilst driving consistency across the whole portfolio and throughout the stages of design and delivery
Developing the approach for customer experience design through defining standards, principles and frameworks so that CX is at the heart of e2e solution design
Embedding Design Thinking throughout the organisation
Thought leadership on Design Thinking - bringing in external thinking and ensuring the adoption of best practice
Evangelising and promoting CX and HCD across the business
Creating a team to provide strategic customer experience design and user testing capability + thinking for prototyping of early stage ideas, regularly consulting with segments and stakeholders across Enterprise
Equipping the overall CX team for success (how to incubate, test labs, customer panels, agency partnerships, ways of work, tools, culture, comms, environment)
Build a highly motivated and engaged team, retaining and evolving talent, making BT ‘the best place to work’