Why this role matters
This role is responsible for extracting new insights and opportunities from Networks data to improve our products, customer experience, accelerate our legacy closure and move towards a data‑driven autonomous network. The data products we deliver are used across the CFUs. They are fundamental to the live monitoring of our networks, guide the development of the services and products we provide, and improve the day‑to‑day experience our customers, specialising in improving their service. You will work with Directors in Consumer, Business, Digital & Group and have a broad scope of influence across representing NAS to those areas to drive expanded use of Network data and new opportunities.
We’ll drive transformation and monetisation of insights that enable business change and business outcomes focused on doing what is right for our customers, colleagues and bottom line as you drive change and opportunities. This role can be based in Birmingham, London or Belfast and our hybrid working model means you are expected to be in the office 3 days per week.
Responsibilities
* Provides actionable and insightful CX recommendations through leading work in data mining, segmentation, customer profiling and quantitative analyses with the goals of identifying acquisition, cross‑sell, up‑sell, and retention opportunities.
* Sets, owns and delivers a clear, compelling CX vision aligned to business strategy and commercial outcomes, owns the CX vision across Networks and in collaboration with Digital and CFUs, ensuring customer outcomes are explicitly reflected in business and technology decisions.
* In collaboration with Product Success lead end‑to‑end customer experience performance across the full lifecycle, including buy, get, in‑life, failure and recovery. Accountable for sustained improvement in in‑life experience, not just successful product or capability launches.
* Cross‑functional leadership and influence, simplifying complexity and demonstrating systems thinking, accountable for translating complex decisions, journeys, operating models and technology landscapes focusing on systematic improvement and root causes rather than symptoms of poor CX.
* Actively seek opportunities for the team to improve the delivery of outcomes across the whole of BT, and able to translate CX improvements into measurable commercial value.
* Promote collaboration; lead by example by participating in internal networks, events and communities of practice.
* Provide leadership in agile ways of working – advocate for innovation in achieving outcomes.
* Influence and shape new opportunities for the team.
* Lead the networks customer experience team as part of the wider Networks Data and AI team.
Skills and Experience
Skills
* Story‑telling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences.
* Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases).
* Customer focused: can bring expertise and strategic thinking to deliver outcomes for our customers across the full lifecycle end to end, including challenging the business at large for customer advocacy.
* Stakeholder management: strong stakeholder management and relationship building skills, breaking down organisational silos. A brilliant communicator written and verbal.
* Domain or Product expertise: relating to Network/Customer products, not limited to Wi‑Fi standards, device management, industry measures & regulatory obligations.
* Inclusive leadership: leverages diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products.
Experience
* Transformation/CX leadership.
* Creating innovative data products.
* Leadership and coaching.
* Stakeholder management.
* Customer focus.
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.
Leadership standards
* Leading inclusively and safely – I inspire and build trust through self‑awareness, honesty and integrity.
* Owning outcomes – I take the right decisions that benefit the broader organisation.
* 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.
* 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.
Diversity & Inclusion Statement
Studies have shown that women and people who are disabled, LGBTQ+, neuro‑diverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.
#J-18808-Ljbffr