Business Change Adoption Specialist

Job Description

Closing Date: Tuesday 2nd June 2024

Locations: Any of the BT Strategic Hubs

Why this job matters

Over the next 3 years, our transformation programmes are going to replace every product, process, and technology tool that our colleagues and customers use today. It’ll impact over 1.2m customers and 15,000+ colleagues. We are going to make major shifts towards being a digital-first organisation, with zero touch processes and GenAI embedded at our core. We want to grow, improve our colleague and customer experience and become a more efficient organisation.

This role is essential in making sure that all our hard work results in the benefits we all want to see. You’ll work with our transformation programmes and Business channels to ensure that all this change lands really well, our customers and colleagues feel the difference and business cases deliver. We want our colleagues to say “wow, this is brilliant”, our customers to notice a step change in experience and our stakeholders to say, “this was well worth the investment”. This job is all about making that true.

What you’ll be doing

• Drive the business adoption of our large-scale technology/Digital, process, and people change. Maximise employee adoption and usage and benefits realisation.
• Co-create the Business Channel view of the Transformation Change Framework, ensuring adherence to principles & looks for ways to continuously improve.
• Co-ordination of ‘Outcome Release’ workstreams through planning and post rollout activities.
• Continuously monitors adoption metrics and plan for improvement activities.
• Work collaboratively with the Business units & our transformation programs to ensure that change adoption is embedded within the core of the programs plans and approach.
• Drive alignment of Business Change deliveries across multiple functions and improves interfaces across teams.

Skills required for the job

You may have some and not all of the experience listed but we’d love to hear from you regardless as many skills are transferable.

• Change Positioning and Messaging: Skilled in developing clear and compelling messaging that resonates with target customers.
• Channel Management: Knowledge of Business Operational channels and the ability to collaborate with channel partners to ensure effective adoption of transformational change.
• Project Management: Proficiency in project management methodologies to effectively co-ordinate and execute the brief into the Business channels. Must be able to manage timelines, co-ordinate resources, manage risks/issues and understand dependencies between key workstreams.
• Communication and Presentation: Effective communication and presentation skills are essential to ensure stakeholder engagement and participation. Must be able to create compelling presentations and adapt communication styles to suit the relevant audience.
• Relationship Building: The ability to build and nurture relationships across the business to facilitate teamwork, align objectives, resolve conflicts and stay informed of key changes in both internal and external environments.
• Continuous Improvement: A passion for driving continuous improvement and change.

Experience you would be expected to have

• Experience at ensuring high levels of user/customer adoption and satisfaction.
• An extensive understanding of change management methods/tools, their application and the ability to apply them appropriately in any programme/project/portfolio regardless of scale or complexity.
• Exceptional stakeholder management with a track record in collaborating and co-ordinating teams to achieve a common goal/vision.
• Exceptional communication skills with the ability to translate complex messages into simple and concise updates.
• Creativity with the ability to bring Transformation changes to life for customers and colleagues.

Our leadership standards

Looking in:
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.

Looking out:
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.

Looking to the future:
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.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.

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.