Closing Date: Sunday 19th October 2025
Location(s): Birmingham, Bristol or London
Flexible Working
The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
BT Consumer
We run the biggest and best fixed broadband and mobile network services in the UK with an ambition to be the country’s most trusted connector of people. We bring together the BT, EE and Plusnet brands to serve more than 25 million subscribers and connect for good.Because we own the best networks for mobile and broadband, the biggest and most exciting tech brands in the world partner with us so we can bring our customers new products and services beyond the connectivity we’ve always been famous for. That includes gaming, TV, entertainment and home and cyber security.We handle 100% of calls and customer enquiries from our UK-based contact centres. And we have more than 400 stores on high streets across the country, including our EE Studio and Experience stores that invite people to try new technology for themselves and see how it can make their lives better.
Our networks and services keep you connected and entertained. Our mobile products run over the UK’s best network, with EE’s 4G and 5G speeds covering more than 90% of the UK. EE’s 5G connectivity is available to more than 80% of the UK population.Our ultra-reliable broadband is available at more than 99% of UK premises. With guaranteed speeds to keep you streaming, gaming, watching TV and connecting to the things that matter most. Our full fibre broadband is designed to meet our customers’ online demands using the UK’s most reliable broadband technology.And we continue to roll out the next generation of broadband and mobile services, with Wi-Fi 7 and 5G standalone. Wi-Fi 7 gives customers higher speeds and greater capacity in the home, while our 5G standalone mobile network is designed to handle the game-changing services of the future and a growing range of AI-powered devices, from smartphones to laptops, tablets and more.
The Scope
The Product Success Manager plays a key role in shaping customer experiences and driving business growth across the Home and TV portfolio. Sitting within the Broadband, TV and Transformation team, the role connects product strategy with execution—ensuring every launch is insight-led, commercially sound, and customer-focused.
By embedding customer insight and Net Promoter Score (NPS) into decision-making, the role amplifies the customer voice and aligns product development with measurable outcomes. Acting as a strategic partner across Product, Marketing, and Commercial teams, the Product Success Manager transforms complexity into clarity—delivering products that are market-ready, customer-loved, and commercially successful.
What you'll be doing
Craft and Communicate Compelling Product Narratives
Translate complex product features into clear, customer-focused messaging that resonates with audiences and drives adoption. Continuously refine and optimise messaging across the product portfolio to highlight value and differentiation beyond launch moments.
Lead Insight-Led Go-to-Market Strategies
Partner with Product, Insight, and Go-to-Market teams to deliver impactful product, feature, and content launches. Ensure every initiative is grounded in customer insight, commercially sound, and clearly articulated to internal teams, Guides, and customers.
Embed Customer Insight into Product Strategy
Champion the use of customer feedback, Net Promoter Score (NPS), and market research to shape product development and positioning. Stay close to customers through research, forums, and frontline engagement to ensure products meet real needs and deliver genuine value.
Influence Roadmaps and Commercial Outcomes
Connect product strategy to business performance by influencing investment decisions and roadmap priorities. Align product success with profitability, customer engagement, and market opportunity to support sustainable growth.
Foster Agile, Cross-Functional Collaboration
Promote agile ways of working across teams, encouraging iterative delivery, continuous feedback, and strong collaboration. Act as the product expert across Marketing, Sales, Commercial, and Operations, ensuring a shared understanding of how products solve customer problems and create business value.
Experience needed to be successful in the role
Product Marketing and/or Proposition Development experience
Must have held roles in product marketing, proposition development, product evolution, or transformation—ideally within large, complex, and matrixed organisations. Experience in customer-led, agile environments is essential to navigate cross-functional delivery and strategic execution.
Strategic Thinking & Commercial Acumen
Proven ability to translate complex challenges into clear, data-driven strategies that deliver customer and business value. Strong understanding of commercial KPIs such as NPS, base growth, and net adds, with experience in financial modelling and business case development.
Customer Insight & Data Fluency
Deep expertise in customer insight methodologies, behavioural analytics, and applying data to shape product positioning and go-to-market plans. A customer-first mindset is essential, with a passion for delivering exceptional experiences.
Go-to-Market Leadership
Demonstrated experience leading product and feature launches, migrations, and content introductions. Skilled in coordinating cross-functional teams to deliver seamless, high-impact execution in fast-paced, agile environments.
Communication & Storytelling
Ability to translate technical complexity into compelling, customer-centric narratives. Skilled in shaping and communicating strategic messaging across diverse audiences and product portfolios.
Collaboration & Adaptability
Strong track record of influencing and aligning stakeholders across matrixed organisations, including senior leaders. Comfortable navigating ambiguity, fostering team momentum, and adapting quickly to evolving priorities.
Benefits
* Annual on target bonus 10% (personal and company performance multipliers)
* BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
* 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
* 2 weeks carer’s leave
* From January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
* Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
* Life Assurance (4 x life cover pay)
* Exclusive colleague discounts on our latest and greatest BT broadband packages
* 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
* My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
* Discounted EE TV including TNT Sport and the NOW Entertainment membership.
* Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
* Volunteering days so you can give back to your local community.
* Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
* 24/7 private virtual GP appointments for UK colleagues
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse 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.