Senior Manager, AI Transformation

Job Description

Openreach is the UK’s leading digital infrastructure business, responsible for building and maintaining the fixed network that connects millions of homes and businesses across the country. While wholly owned by BT Group, Openreach is a legally separate, independently governed business, with its own strategy and operating model. Openreach’s customers are the 600+ communications providers who sell phone, broadband and Ethernet services to UK homes and businesses.
Right now, Openreach is building the UK’s largest full fibre broadband network. It’s on track to reach more than 25 million premises by December 2026 and it’s laying the foundations for the country’s connectivity for decades to come. This is nationally significant work, supporting economic growth, regional development and everyday life for millions of people.
Operating in a highly regulated environment, Openreach works closely with industry partners, governments and communities to deliver a network that’s reliable, fair and future ready. 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 better deliver for our colleagues, our customers, our stakeholders and the country. Joining Openreach means playing a direct role in one of the UK’s most ambitious infrastructure programmes, with real purpose, independence and impact.

About the role

The Senior Transformation Manager – AI Strategy & Operationalization is accountable for leading the definition and adoption of AI-enabled transformation across the Openreach Customer Experience unit. The role focuses on translating strategic priorities into measurable, sustainable outcomes, ensuring AI capability is applied safely and pragmatically to improve customer experience, operational performance and cost-to-serve at scale.

What you’ll be doing

1. Partners with and influences stakeholders at all levels, particularly executive and senior leaders, to gain buy in and establish accountability, and input to plans to ensure success.
2. Acts as a trusted advisor to key decision-makers, using data-led insight and plans to support major business decisions on transformation.
3. Engages colleagues and customers in all aspects of transformation programmes.
4. Owns deliverables driving real, progressive and ambitious transformation or step-change as opposed to incremental change.
5. Oversees the Transformation team's effort to ensures alignment of plans with group strategy, and unit strategies as needed.
6. Identifies and removes obstacles to deliver of transformation objectives, acting as a point of escalation and using escalation paths where necessary.
7. Leads the review of current business initiatives and processes to identify and propose transformational opportunities.

Essential Skills / Experience

Demonstrable experience leading complex transformation initiatives in large, matrixed organisations.

Proven ability to apply AI or advanced analytics at scale, moving from concept to operational adoption.

Strong understanding of GenAI, Large Language Models and Machine Learning.

Strong understanding of machine learning techniques, including supervised, unsupervised, time-series, classification, regression and anomaly detection.

Ability to identify and address model and data bottlenecks such as bias, drift, feature quality and data gaps.

Proven capability to iterate and enhance ML solutions to achieve acceptable levels of precision, accuracy and operational reliability.

Experience influencing senior stakeholders and aligning multiple teams around shared outcome

Desirable Skills / Experience

Experience building, deploying and scaling AI-enabled initiatives in complex enterprise environments, including digital, platform, product or transformation domains.

BT Group’s Behaviours

Customer First

Prioritize customer needs in every decision and action.

Challengers

Challenge the status quo and bring innovative ideas to life.

Committed

Own outcomes and deliver with integrity.

Clear

Communicate openly and simply, ensuring alignment.

Connected

Collaborate across teams to achieve shared goals.

Openreach is the UK’s leading digital infrastructure business, responsible for building and maintaining the fixed network that connects millions of homes and businesses across the country. While wholly owned by BT Group, Openreach is a legally separate, independently governed business, with its own strategy and operating model. Openreach’s customers are the 600+ communications providers who sell phone, broadband and Ethernet services to UK homes and businesses.

Right now, Openreach is building the UK’s largest full fibre broadband network. It’s on track to reach more than 25 million premises by December 2026 and it’s laying the foundations for the country’s connectivity for decades to come. This is nationally significant work, supporting economic growth, regional development and everyday life for millions of people.

Operating in a highly regulated environment, Openreach works closely with industry partners, governments and communities to deliver a network that’s reliable, fair and future ready. 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 better deliver for our colleagues, our customers, our stakeholders and the country. Joining Openreach means playing a direct role in one of the UK’s most ambitious infrastructure programmes, with real purpose, independence and impact.