Business Change Professional

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About the role

The Business Change Professional supports a range of workstreams in delivering the design, development and implementation of policies, processes and working methods progressing the BT Group's change agility and capabilities.

What you’ll be doing

• Provide expert change management and adoption support across high-profile transformation programmes, helping teams land complex change effectively and consistently.
• Design and deliver inclusive behavioural change strategies informed by data, colleague insight, learning needs, communications, culture, change networks and stakeholder engagement.
• Drive change activity within agile delivery and tribe structures, ensuring change plans are integrated with programme delivery and responsive to operational, organisational and people impacts.
• Create, monitor and act on change KPIs to measure adoption, readiness, engagement and benefits realisation, using insight to continuously improve change interventions.
• Provide portfolio-level change support and assurance, identifying risks, interdependencies, opportunities and common themes across Corporate Units Digital and related programmes.
• Develop sustainable change management approaches that build capability across programmes and support other change professionals through coaching, guidance and shared best practice.
• Influence and build trusted partnerships with senior stakeholders, delivery teams, partners and colleagues across BT, shaping decisions and removing barriers to successful change.
• Lead proactively and independently in the delivery of change services to senior stakeholders, encouraging self-management, accountability and alignment to business goals and wider strategy.
• Work effectively with global teams, connecting colleagues across geographies to create joined-up change experiences and drive successful outcomes for the business.
• Deliver culture and engagement activities through tailored strategies incorporating events management, bespoke communications and targeted colleague engagement interventions.

Essential Skills / Experience

• Apply strategic business acumen with a strong understanding of business strategy, organisational performance drivers, colleague experience and financial measures, connecting change activity to business outcomes, benefits and priorities.
• Shape human-centred, agile change management and business readiness through change strategies, readiness plans, adoption approaches and learning interventions within complex transformation environments.
• Manage project and delivery activity effectively by creating, managing and adapting integrated change plans from initiation through to completion, including milestones, risks, issues, dependencies, governance and assurance.
• Use strong problem solving and judgement when working with ambiguity, complexity and abstract concepts, applying structured thinking and collaboration to identify practical and sustainable solutions.
• Tell compelling stories with data by building the case for change, translating insight into clear narratives, defining meaningful success measures and communicating progress, impact and opportunities.
• Build stakeholder engagement and influence through trusted relationships with senior stakeholders, delivery teams, partners and colleague groups, gaining cooperation and shaping decisions in complex environments.
• Support organisation and operating model design by helping teams adopt new ways of working, tools, systems, structures, processes, interfaces and cultural practices across BT and with external partners.
• Enable learning and skills development by assessing learning needs, working with specialists and L&D teams, shaping practical interventions and guiding programmes on capability and adoption requirements.
• Maintain a strong user and colleague focus by understanding needs, behaviours and pain points, using evidence, personas, feedback and user stories to shape relevant change, communication and engagement interventions.
• Provide constructive challenge and continuous improvement by testing current thinking, challenging assumptions and influencing improved approaches, practices and policies while maintaining strong stakeholder relationships.
• Create clear communications, content and engagement activity through excellent writing, editing and content design skills, producing compelling, accessible and audience-led messages across multiple channels.
• Hold or work towards relevant change management certification, such as Certified Change Management Professional, Change Management Specialist, Certified Problem and Change Manager, Prosci Change Management or BQF certification.

Desirable Skills / Experience

• Delivering change across complex corporate programmes, with experience spanning IT, digital technology, business process, people and cultural change, and the ability to engage stakeholders across multiple functions, teams and partner organisations.
• Working within agile programme and project environments, including developing and adapting plans, managing risks, issues and dependencies, supporting governance and maintaining clear alignment between change activity and programme outcomes.
• Providing consultative support and guidance to colleagues and stakeholders at all levels, helping to define goals, understand business realities, bring vision to life, support decision-making and solve problems collaboratively.
• Operating in corporate digital, technology or telecoms environments, with an understanding of the complexity involved in landing change across large-scale services, systems, engineering, operational and partner landscapes.
• Building organisational knowledge and anticipating impacts, with the ability to develop a strong understanding of BT’s services portfolio, identify potential operational impacts and shape interventions that improve adoption, reduce risk and support sustainable transformation.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.