Change and Adoption Specialist

Closing Date: 05/06/2026

Location: London, Bristol, Birmingham, Manchester, Glasgow, Belfast

Why this job matters

We’re looking for an emotionally intelligent and performance-driven Change & Adoption Manager to lead the successful adoption of transformation initiatives across BT Business. Working closely with Sales, Service and Commercial teams, you’ll ensure new processes, tools and products are not only launched but fully embraced and embedded into everyday ways of working. This role is ideal for someone who thrives in fast-paced, target-driven environments, can influence senior stakeholders, and has a proven ability to drive behavioural change and deliver measurable business impact.

What you’ll be doing

• Lead adoption across large-scale transformation programmes, ensuring new ways of working are successfully embedded from day one

• Develop and deliver adoption strategies aligned to real-world sales pressures and frontline operational needs

• Deliver key change activities including communications, training, hypercare and reinforcement support

• Act as the voice of Sales, Service and operational teams throughout transformation initiatives

• Influence stakeholders to ensure change plans are practical, achievable and commercially focused

• Define and track adoption success measures using ADKAR principles, monitoring engagement, readiness and long-term usage

• Partner with Internal Communications to simplify complex change into clear, engaging messaging for different audiences

• Continuously improve change frameworks, tools and ways of working using feedback, insights and lessons learned

• Drive continuous improvement by capturing adoption insights and applying them to future transformation activity

• Coach leaders and Sales Directors to become confident and visible sponsors of change

• Identify change overlaps and risks across programmes to reduce change fatigue and protect sales performance

• Lead and energise the Transformation Champions community to drive advocacy, awareness and local engagement

• Collaborate with Sales, Commercial, Transformation and Communications teams to shape the future strategy for change and adoption across BT Business

The skills you’ll need

• Strong emotional intelligence with the ability to build trust and influence stakeholders

• Confident working with Sales teams in fast-paced, target-driven environments

• Strong commercial awareness and understanding of sales pressures and priorities

• Excellent communication skills, able to simplify complex change into clear messaging

• Experience delivering business change, transformation or adoption programmes

•Knowledge of ADKAR and behaviour change methodologies

• Skilled at stakeholder management, facilitation and cross-functional collaboration

• Data-driven mindset with the ability to use insights to improve adoption outcomes

• Experience with CRM or Salesforce adoption programmes preferred

• Comfortable engaging senior leaders and influencing at Director level

• Strong organisational skills with the ability to manage multiple priorities and releases

• Experience working within agile project or programme environments

• Resilient, proactive and focused on delivering measurable results

Here are some of the great benefits we offer

• 10% on target bonus
• 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.

Our working model

Hybrid policy: Three in the office, two remote

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.