Product Manager - Security SMB Customer Journeys (Customer Lifecycle)

Closing Date: Sunday 5th July 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

This role owns and optimises the end-to-end SMB customer journey for BT’s security products, treating the lifecycle (buying, onboarding, in-life, and renewal) as a single, coherent product. The Product Manager is accountable for delivering scalable, digital-first journeys that reduce friction, improve customer and agent experience, and drive commercial outcomes.

Operating across multiple product and functional teams, you will align customer experience, platform strategy, and commercial performance. This is a high-autonomy role where you will define priorities, shape roadmap direction, and accelerate the transition to self-serve digital journeys.

Success will be measured through tangible improvements in key metrics such as reduced order breakage, increased attach and adoption, and improved conversion and retention. You will also establish clear ownership of the customer journey, enabling wider teams to focus on innovation while delivering a more seamless, scalable and commercially effective experience.

What you’ll be doing

• Own and optimise the end-to-end customer journey (buy → onboard → use → renew), ensuring a seamless and scalable experience across our portfolio of products
• Define and prioritise journey-level outcomes, focusing on conversion, adoption, retention, and overall customer value rather than individual feature delivery
• Lead delivery of digital customer and sales and service agent journeys on across multiple tool and components, reducing manual processes and fragmentation
• Drive commercial performance and improvements, including create compelling, customer-centric bundles that simplify buying decisions and improve overall product adoption.
• Partner cross-functionally with Sales, CX, Operations, Engineering, Marketing, and Product teams to align priorities and execution
• Use data, insight, and experimentation to identify customer friction and deliver continuous improvement
• Influence stakeholders and provide clear product direction in a complex, matrixed environment

Essential Skills / Experience

• Proven experience as a Product Manager owning products end-to-end (ideation through launch to in-life optimisation)
• Strong experience designing and improving customer journeys or lifecycle products across multiple touchpoints and components
• Ability to define product strategy, roadmap, and success metrics independently
• Demonstrated experience using data and customer insight to drive decisions and prioritisation
• Strong stakeholder management, with the ability to influence at senior level without direct authority

Desirable Skills / Experience

• Experience in cybersecurity, security products, or related domains
• Background in B2B environments or complex, regulated industries
• Experience delivering digital self-serve journeys or platform-based solutions
• Exposure to improving commercial metrics such as conversion, attach, or cost efficiency

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.

Ready to connect for good and help shape the future? Apply now

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.