Product Manager (Customer Journeys)

Closing Date: Sunday 1st November 2026

Location(s): 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.

About the role

BT Business is building a dedicated team of Product Managers responsible for defining, governing and continuously improving end-to-end customer journeys across the customer lifecycle.

As a Product Manager, you will own a specific customer journey spanning Sales, Quote, Order, Fulfilment, Service Change and Billing activities. You will be responsible for defining the vision, strategy and roadmap for your journey, ensuring customer, colleague and business outcomes are delivered through effective collaboration across Product, Engineering, Architecture, Service and Commercial teams.

Rather than owning an individual product, you will take accountability for the overall journey experience, bringing together capabilities, processes and stakeholders to deliver seamless end-to-end outcomes. You will play a key role in identifying pain points, shaping future-state journeys and driving improvements that enhance customer experience, operational efficiency and business performance.

Working closely with Product, Engineering, Architecture, Service, Commercial and Sales teams, you will ensure journey priorities are aligned to business goals and transformation objectives.

What you’ll be doing

• Own the vision, strategy and roadmap for end-to-end customer journeys from Sales through to Billing.
• Own and evolve Journey Frameworks, aligning journeys, processes and capabilities while managing agreed variations.
• Create standardised, reusable journeys and capabilities that simplify processes and improve customer and colleague outcomes.
• Manage journey roadmaps and backlogs, balancing demand, priorities, value, risks and dependencies.
• Lead discovery and shape end-to-end processes, translating complex business needs into clear delivery outcomes.
• Drive alignment between journeys and products, ensuring agreed standards are adopted while identifying where variation is required.
• Manage key interlocks across Product, Sales, Service, Commercial, Architecture and Engineering to align priorities and dependencies.
• Support deployment, business readiness and adoption to ensure journey improvements are successfully embedded.
• Maintain journey frameworks, designs, requirements and key decisions, acting as a subject-matter expert for owned journeys.
• Use customer insight, performance data and business outcomes to measure effectiveness and drive continuous improvement.

Essential Skills / Experience

• Proven experience owning digital products, customer journeys or business capabilities, with responsibility for defining vision, roadmap, prioritisation and delivery.
• Experience defining, improving and transforming end-to-end customer journeys, business processes or capabilities within a complex organisation.
• Proven ability to align stakeholders, build consensus and deliver outcomes across multiple teams within a complex matrix environment.

Desirable Skills / Experience

• Experience defining business architecture and supporting operating-model design.
• Experience within telecommunications, technology, connectivity, networking or other complex service-based B2B environments.
• Experience across sales, commercial, order management, service delivery or other end-to-end customer journeys.
• Strong experience working across matrix organisations, bringing teams together to align priorities and deliver shared outcomes.
• Knowledge of Salesforce, Pega or similar enterprise platforms.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.

We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.

With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.

If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.