IT Transformation Specialist - Agentic AI

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About the role

Delivering quality digital features and solutions for our customers is at the heart of everything we do. The IT Transformation Specialist – Innovation, Agentic AI & Digital Experience plays a key role in defining the IT roadmap and accelerating BT’s digital transformation by designing and delivering AI driven capabilities across the Microsoft ESS, ServiceNow platform and adjacent ecosystems. The role is responsible for building a IT transformation Agentic AI roadmap with innovation and improving colleague Digital Experience. Work with AI COE team to define the intelligent solutions using Microsoft ESS/ServiceNow native features, Microsoft Copilot, and open source AI frameworks to strengthen automation, improve data quality, drive adoption of generative AI, and unlock new efficiency across ITSM, HR, Asset, and Enterprise workflows.
This role will be a core contributor in the Innovation & Agentic AI squad within the Colleague Experience Engineering Tribe within Digital Workplace. Role will be working closely with engineering teams, product owners, architects, and business stakeholders.
This role bridges IT Product, AI CoE, Operations, and Business stakeholders, ensuring AI initiatives are outcome driven, scalable, and aligned to enterprise priorities.

What you’ll be doing

Innovation and Agentic AI
• Own and evolve the IT product roadmap for Agentic AI across IT support and employee experience domains.
• Translate business and operational challenges into AI enabled product opportunities with clear value outcomes.
• Define value streams and prioritize initiatives based on impact, feasibility, and strategic alignment.
• Build and maintain AI led business cases for IT support and operations (productivity, cost reduction, quality, CX).
• Continuously scan the market for AI best practices, patterns, and emerging capabilities relevant to IT and Digital Workplace
• Design, build, and deploy AI powered capabilities across Microsoft ESS/ServiceNow (AI Search, AI Ops, GenAI, Predictive Intelligence, Now Assist, Virtual Agent).
• Integrate ServiceNow with Microsoft Copilot, M365 Graph, and other enterprise AI platforms.
• Build custom AI solutions using Python, LangChain, LLM frameworks, embeddings, and open source models.
• Develop AI accelerators for CMDB data correction, incident classification, knowledge summarization, and PDLC automation.
• Experiment with open source tools (HuggingFace, FastAPI, Docker, vector databases, etc.) to create innovation prototypes and reusable frameworks.
• Roadmap to Implement automation to reduce manual effort across core IT/HR processes, Colleague Experience workflows, hardware/software lifecycle, and service operations.
• Contribute to platform optimisation, performance tuning, and engineering best practices.
Digital Experience IT Product Owner
• Own the end to end digital experience product roadmap, focused on improving colleague productivity, satisfaction, and adoption.
• Translate colleague and business needs into a prioritised backlog, ensuring clear outcomes, value metrics, and delivery alignment.
• Collaborate with AI CoE, engineering, and operations to embed AI enabled capabilities into digital experience journeys.
• Drive continuous improvement, measuring success through experience, efficiency, and service performance indicators
Innovation & Prototyping
• Rapidly prototype AI concepts in collaboration with stakeholders and convert POCs into production-ready solutions.
• Evaluate new ServiceNow features, LLM models, marketplace apps, and AI capabilities; make recommendations for adoption.• Drive end to end experiments around GenAI, process mining, and predictive insights.Collaboration, Governance & Adoption• Act as the single accountable product interface between IT and the AI CoE.• Partner with cross-functional teams (HR, IT Ops, DWP, Data, Security, Procurement) to identify automation and AI opportunities.• Ensure AI usage meets BT security, governance, ethics, and privacy guidelines.• Create documentation, technical patterns, best practices, and learning playbooks for wider engineering adoption.• Support COE leads in driving innovation roadmaps and evangelizing AI capabilities across BT.

Essential Skills / Experience

• Strong experience in IT transformation, digital products, or AI enabled change
• Proven ownership of product roadmaps and backlogs
• Hands on experience building business cases and value tracking
• Solid understanding of:
o Agentic AI concepts
o Automation and AI in IT support
o Agile and product led delivery models
• Excellent stakeholder management and communication skills
• Strong experience with AI Toolsets
• Experience with AI/ML frameworks: Python, transformers, LangChain, HuggingFace, OpenAI models, embeddings.
• Working knowledge of vector databases (Pinecone, Chroma, Milvus) and retrieval-augmented generation (RAG) pipelines.
• Understanding of enterprise data governance, security, and responsible AI principles.

Desirable Skills / Experience

• Strong problem-solving ability with a mindset for experimentation and innovation.
• Effective communication and stakeholder engagement, including translating technical capabilities into business value.
• Ability to work in a fast-paced agile environment, collaborating with multiple squads.
• Ownership mindset with strong engineering discipline and attention to detail.
• Experience in developing applications from scratch.
• Experience in working with Agile tools like JIRA, Confluence etc.

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.