Why this job matters

You will play a key role in making sure the BT core network is fit for purpose so that our customers have the best E2E experience.
You will bring your personal expertise to a team who are collectively responsible for all converged service products, systems and services that ensure a brilliant experience for all our customers.
You will always look from outside-in through the eyes of our customers and are totally customer experience obsessed, always driving for root cause improvement.
You will leverage insight and feedback learning to drive continuous improvements into the business whilst challenging anything that breaks BT Values.
You will be a part of a team of brilliant people who power our curiosity to question, learn, continually improve, define, share and implement best practice, whilst taking full ownership and never giving up.
You will play your part in advocating and supporting us build a culture we are proud of, where everyone is treated fairly and has the same access to opportunities.

What you’ll be doing

• Responsible for working with key strategic partners from across the CFUs, and across Digital and Networks to own the improvement of the E2E customer experience of our core products i.e. Broadband (and Wi-Fi), TV, Voice, Value Added Services & Mobile.
• Supports communication of insights, investigations and new projects & programmes within the CX team in identifying key customer, process, systems or technology issues, enabling the resolution of service or product problems, and championing CX excellence across Networks, tribes and all lines of business (LoBs).
• Effective queue and chat case management. Driving automation and continuous process improvement.
• Contributes to decisions on mitigations versus root cause fix. Prioritises and processes design changes as appropriate within area of responsibility to improve CX.
• Role contributes to product, service and network performance benchmarks and metrics for quality, Net Promoter Score (NPS), Propensity to Contact (PTC), engineering measures, revenue protection etc.
• Playing your part in building an engaged and empowered CX team.

Skills and Experience

• Excellent skills in customer/stakeholder management and communication.
• Outstanding ability in logical investigation and root cause analysis.
• Knowledge of at least one of the service platforms, networks, services, products, data services, digital platforms or propositions. This spans from concept to market, provision and in-life.
• Articulate and passionate, with the energy to influence decision-makers across transformation, network services teams and CFUs to improve CX.
• Excellent data analytical skills.
• Confident in managing high level CX escalations to resolution.
• Adaptable in changing circumstances and always seeking ways to improve.

• PREFERRED: May have a degree qualification (engineering/science) or has served a technical apprenticeship and/or obtained NVQ and/or further education technical qualifications (i.e. HND).
• MANDATORY: Will have experience of working in a technology driven environment.
• PREFERRED: May have subject matter expertise level knowledge of some or all Converged Services Technology platforms.
• PREFERRED: Data driven and analytical experience
• PREFERRED: Successful change management and continuous improvement experience.
• MANDATORY: Worked successfully within a team environment and culture where sharing knowledge is the default.

Benefits

• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop