Senior Manager Contact Experience & Adoption Lead

Job Description

Job Req ID: 57438

Posting Date: 03/04/2026

Function: HR

Location: Bristol, Birmingham or London - Hybrid working 3 days in the office, 2 wherever,

Salary: Competitive + Excellent Benefits

About the role

This role sits at the heart of how colleagues experience People & HR Services at BT Group. You will lead the strategy, adoption, and continuous improvement of our HR contact ecosystem — including our core self-service platform, One HR, and the contact channels that support colleague and manager queries across the business.

You will ensure colleagues can easily access the information and support they need, while enabling the wider People & HR Service Delivery team to operate with greater efficiency, consistency, and insight.

As the accountable owner of the contact experience, you will optimise how colleagues find, understand, and interact with People & HR Services through a persona-based approach. You will shape the end-to-end journey and embed a more proactive engagement model — shifting from reactive, inbound queries to targeted, data-led outbound campaigns that drive awareness, increase adoption, and reduce repeat contact.

You will also play a key role in delivering People Change programmes, ensuring colleagues and line managers understand what is changing, why it matters, and what actions they need to take. This includes partnering with People & Culture, Digital, Internal Communications, and business stakeholders to deliver clear messaging, training, and interventions that support adoption and lasting behaviour change.

What you’ll be doing

•Re-think and challenge the contact experience to deliver colleague-centric, persona-based solutions that drive channel shift, reduce complexity, and improve first-contact resolution
•Drive uptake of digital self-service by designing clear user pathways, promoting new features, and removing friction points
•Analyse contact trends, feedback, and operational data to identify opportunities to reduce avoidable contact
•Act as the strategic owner of HR contact platforms, including One HR, knowledge bases, and digital help channels
•Ensure platforms are intuitive, accurate, and deliver a high-quality colleague experience
•Oversee content governance, quality assurance, and continuous improvement to simplify colleague journeys
•Partner with Digital and Product teams to influence roadmaps, enhancements, and technology upgrades
•Lead proactive, targeted awareness campaigns to increase understanding of people policies, processes, and services
•Develop and deliver communication and enablement plans for key HR cycles, product launches, and change initiatives
•Partner with Internal Communications to deliver consistent, accessible, and engaging messaging across the business
•Lead and inspire a high-performing team focused on colleague experience and service excellence
•Build strong relationships across People & Culture, including COEs, Service Delivery, Digital, Data, and People Partners
•Represent the colleague voice in strategic forums, ensuring decisions are informed by insight and evidence

Essential Skills / Experience

•Experience in colleague-centric HR Services or Consumer comms within a large, complex organisation.
•Proven ability to design, improve, and manage digital contact platforms and content.
•Demonstrated success in shaping and delivering colleague or customer experience strategies.
•Highly effective communicator with the ability to simplify complexity and influence at all levels.
•Strong analytical skills with experience using data and insight to guide decision-making.
•Ability to lead, develop, and motivate teams in a fast-paced environment.
•Experience in creating and delivering change enablement plans, including communication, training, and adoption support.
•Ability to work collaboratively across functions, building trust and alignment with diverse stakeholders.

Desirable Skills / Experience

•Knowledge of SAP SuccessFactors, HR ticketing or case management systems, and HR core data management.
•Experience in contact centres, digital knowledge management, or self-service design.
•Familiarity with people journeys, service design, and content strategy methodologies.
•Experience working in agile environments or with digital product delivery teams.

Our Package

•10% on target bonus
•BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
•From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
•Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
•25 days annual leave (not including bank holidays), increasing with service
•24/7 private virtual GP appointments for UK colleagues
•2 weeks carer’s leave
•World-class training and development opportunities
•Option to join BT Shares Saving schemes.

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.