CX Vendor Manager

Job Description

Why this job matters

Join us in a role that puts you at the heart of transforming the business. You’ll work closely with teams across the company to ensure they get real value from our dashboards and to support wider NPS and customer‑journey improvements. It’s a chance to help shift our NPS from –29.5 toward zero, gain meaningful exposure to stakeholder management, and grow in a refreshed role designed for someone with the right attitude, curiosity, and capability. Customer experience knowledge is helpful but not essential — what matters most is your drive to develop and make an impact.

The Vendor Manager is responsible for managing strategic technology and service vendors that directly enable exceptional customer experiences. This role ensures that vendor partnerships consistently deliver value to customers, support seamless customer journeys, and align with the organisation’s customer-first strategy.

The Vendor Manager acts as the bridge between internal teams (Customer Experience, Technology, Operations, Procurement) and key vendors such as Medallia and other vendors ensuring outcomes are measured by customer impact, not just cost or performance metrics.

What you’ll be doing

Customer-Centric Vendor Management
Manage vendors with a clear focus on customer outcomes, including satisfaction, effort reduction, and journey improvement.
Ensure vendor solutions actively support customer experience goals, such as improved responsiveness, personalisation, and service reliability.
Champion the voice of the customer in vendor discussions, roadmap planning, and performance reviews.

Strategic Vendor Partnerships
Own relationships with strategic vendors like Medallia, and other vendors ensuring alignment to business and customer priorities.
Collaborate with vendors to influence product roadmaps and innovations that enhance customer experiences.
Identify opportunities to leverage vendor capabilities to improve customer insights, service delivery, and engagement.

Performance & Governance
Define and manage the vendor SLAs, KPIs, and success measures that link vendor performance to customer outcomes (e.g. CSAT, NPS, resolution times).
Lead regular service and performance reviews with the Vendors focused on continuous improvement for customers.
Set up QBR meetings
Draft QBR packs and share these packs at Executive level across stakeholders at BT Business, Manage risks, issues, and escalations around the vendors

Cross-Functional Collaboration – (30% of role)
Partner with E2E Customer Experience teams , Digital Data teams, Service Operations, and Sales teams to ensure vendor solutions are effectively embedded across the customer journeys.
Support change initiatives, process improvements that improve customer experience across channels.
Commercial & Contract Management
Support contract negotiations, renewals, and cost management while ensuring value for customers is not compromised.
Balance commercial outcomes with long-term customer experience and platform sustainability.

HE Additional responsibilities (from the Partnership Specialist role)

• Contributes to the wider partner/vendor strategy that targets all aspects of services provided by partners ensuring performance
• Supports the alignment of key Customer & Colleague experience vendors within group strategies, working with critical stakeholders to achieve objectives ensuring shared objectives and cost-effective partnerships.
• Contributes to the identification and building of new relationships with strategic CX impacting vendors with the objective of agreeing areas of mutual beneficial value amongst potential partners.
• Runs the analysis of performance data from various sources and the creation of executive level reports

Skills and Experience

Skills and Experience

Essential

• Proven experience in vendor or supplier management within customer experience technology, or digital environments.
• Strong understanding of customer experience principles, metrics, and journey-based thinking.
• Experience working with enterprise platforms such as Medallia (CX), and other vendors Ability to translate technical or commercial discussions into clear customer impact.
• Strong stakeholder management and communication skills.

Desirable

• Experience in CX platforms, CRM, or service management ecosystems.
• Familiarity with CX measurement frameworks (e.g. NPS, CSAT, CES).
• Experience influencing vendor roadmaps or co-creating solutions with partners.

Key Success Measures

• Improved customer satisfaction and experience metrics enabled by vendor solutions.
• Strong, collaborative vendor relationships focused on innovation and customer value.
• Vendors consistently meeting or exceeding customer-focused SLAs and KPIs.
• Clear alignment between vendor capabilities and end-to-end customer journeys.

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

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.