Product Lead, Customer In-Life

Job Description

Closing Date: Sunday 8th February 2026

Location(s) UK: Birmingham, Bristol, London or Manchester

Flexible Working

The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

The Scope

The Product Lead, Customer In‑Life will play a critical role in shaping all post‑sale digital experiences, ensuring customers can manage services, track orders, resolve issues, and access support quickly and easily. By optimising in‑life journeys across app and web, the role reduces friction, increases clarity, and strengthens customer satisfaction at every stage of the lifecycle. It drives personalisation, proactive care, and self‑service features that boost loyalty, reduce churn, and increase long‑term customer value.

The role connects digital, engineering, service operations, and product teams to deliver seamless, customer‑centred improvements that support both retention and operational efficiency.

What you’ll be doing

Lead the vision, strategy, and continuous improvement of all post‑sale digital in‑life journeys across app and web, ensuring they are seamless, intuitive, and customer‑centred.

Act as the subject‑matter expert for core in‑life experiences such as repair, order tracking, service visibility, support, and account management, guiding UX, research, and product activity.

Drive innovation and delivery of new capabilities that enhance self‑service, proactive care, personalisation, and customer engagement to improve satisfaction and reduce churn.
Use data, behavioural insights, and customer feedback to identify friction points, prioritise enhancements, and track performance across key metrics.

Collaborate closely with engineering, digital, service operations, UX, and commercial teams to deliver high‑quality improvements and support major product launches.

Lead and coach cross‑functional product managers, ensuring strong delivery disciplines, effective risk management, and consistently high journey standards.

Skills and Experience Needed

Strong product leadership with experience shaping and delivering digital in‑life journeys across app and web, ensuring they are intuitive, consistent, and customer‑centred.

Deep understanding of customer experience and service processes, including repair, order tracking, troubleshooting, service visibility, and account management.

Skilled in using data, customer insight, behavioural analytics, and performance metrics to identify pain points, prioritise improvements, and measure impact.

Proven track record of driving cross‑functional delivery with engineering, UX, digital, service operations, and commercial teams in complex, service‑heavy environments.

Experience developing self‑service, personalisation, and proactive care capabilities that improve engagement, loyalty, and retention.

Experience coaching and leading product managers alongside multidisciplinary squads.

Benefits

• Annual on target bonus - 15% (calculated using both personal and company performance multipliers)
• £5,500 car allowance (can be taken as cash)
• Family health cover
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
• 2 weeks carer’s leave
• All parents welcoming a new child are eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• Life Assurance (4 x life cover pay)
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
• Discounted EE TV including TNT Sport and the NOW Entertainment membership.
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• Volunteering days so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
• 24/7 private virtual GP appointments for UK colleagues

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.

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.