Product Lead, Customer Sales Journey

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 Sales Journey is critical to creating a seamless, intuitive digital purchase experience that enables customers to buy with confidence. It directly drives revenue growth by improving the online sales funnel, increasing conversion, and reducing friction across basket, checkout, and key decision points.

By bringing together insight, UX, and commercial strategy, the role ensures digital journeys meet customer needs and support business performance. It also plays a key part in shaping future digital sales capabilities and ensuring BT delivers a high‑performing, customer‑centric purchase experience.

What you’ll be doing

Own and lead the end‑to‑end online sales journey, setting the strategy and roadmap for the digital sales funnel from browsing through to checkout and post‑purchase handover.

Use customer insight, data, UX research, and market analysis to shape product direction and continually optimise basket, checkout, and conversion performance.

Drive commercial outcomes by improving conversion, reducing abandonment, running A/B tests, and identifying friction points across the purchase journey.

Lead cross‑functional squads to deliver high‑quality digital sales experiences, directing UX, engineering, data, and research teams to execute enhancements effectively.

Maintain a clear, prioritised roadmap to support continuous improvement and alignment with wider business and product objectives.

Coach and develop product managers while embedding strong Agile practices and improving product ways of working across the team.

Skills and Experience Needed

Strong digital product leadership with experience setting strategy and roadmaps for online sales, basket, and checkout journeys, ideally within ecommerce or digital sales environments.

Proven ability to optimise sales funnels through conversion improvement, A/B testing, experimentation, and identifying where customers drop off or encounter friction.

Solid understanding of customer experience and UX design, with the ability to translate insight, behaviour data, and research into intuitive, high‑performing purchase journeys.

Confident in using data and commercial metrics to drive decisions, prioritise enhancements, build business cases, and measure impact on acquisition and revenue.

Highly collaborative, comfortable working closely with Digital, Sales, Marketing, Engineering, UX, and Data teams to deliver customer‑facing improvements at pace.

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.