Senior Manager Customer Service Transformation

Job Req ID: 63777

Posting Date: 19/10/2026

Function: Customer Service

Location: Manchester or Glasgow

Working pattern: Hybrid 3 office, 2 home

About the role

As our Senior Manager, Customer Service Transformation, you’ll play a key role in turning our Customer Service strategy and future operating model into a clear, prioritised and deliverable transformation roadmap.

You’ll bring together change happening across Customer Service and the wider business, creating one joined-up view of our priorities, dependencies, investment, risks and benefits. Working closely with the Customer Service Director and Leadership Team, you’ll help turn strategy into action and provide the clarity and recommendations needed to make informed choices about priorities, pace and investment.

This is an opportunity to shape how Customer Service evolves, ensuring transformation is practical, adopted and delivers lasting value for our customers, colleagues and business.

What you’ll be doing

• Owning and evolving the end-to-end Customer Service transformation roadmap, bringing together priorities, outcomes, dependencies, milestones, resources, investment and benefits.
• Turning Customer Service strategy and our future operating model into practical, prioritised delivery plans with clear and measurable outcomes.
• Working with the Customer Service Director and Leadership Team to make informed choices around priorities, investment, capacity, risk and the pace of transformation.
• Bringing together Customer Service-led and wider business change to create a clear view of what’s happening, how initiatives connect and where decisions or intervention are needed.
• Establishing effective portfolio governance and working with delivery owners to maintain momentum, address risks and keep transformation on track.
• Making sure change is ready to land successfully, bringing together the right considerations across people, processes, technology, capability, training, communications and adoption.
• Using data, insight and commercial understanding to track investment, delivery confidence and benefits, ensuring transformation delivers sustainable customer and business value.
• Working across Transformation, Service Operations, Service Design, Finance, People & Culture, Digital, Technology, Commercial and other teams to create strong connections and shared ownership.
• Representing Customer Service within wider transformation programmes, ensuring Customer Service requirements and operational impact are understood and reflected in delivery.
• Leading and developing Change Leads and Change Managers, creating an inclusive and delivery-focused environment where constructive challenge is welcomed and issues are surfaced early.

Essential Skills / Experience

We’re looking for three core capabilities:

Complex transformation and portfolio leadership
You’ll have strong experience leading significant, cross-functional transformation within a complex customer, service or operational environment, including ownership of a transformation portfolio or multi-programme roadmap.

Turning strategy into execution
You’ll be able to take business strategy and future operating models and translate them into prioritised roadmaps, practical delivery plans and clear, measurable customer, operational and commercial outcomes.

Senior stakeholder and matrix leadership
You’ll have a strong track record of influencing senior stakeholders and bringing cross-functional teams together around shared outcomes, constructively challenging where needed and driving accountability and delivery without relying on direct authority.

Desirable Skills / Experience

It would be great if you also have experience in some of the following:

• Operating model, service design, organisation or workforce transformation, location strategy, outsourcing, insourcing or large-scale operational migration.
• Commercial and financial management, including business cases, investment decisions, portfolio costs, forecasting and benefits realisation.
• Using data and insight to identify priorities, understand trade-offs and support evidence-based decision-making.
• Operational readiness, colleague engagement and adoption, including successfully transitioning significant change into business-as-usual operations.
• Leading and developing Change Leads, Change Managers, Programme Managers or similar transformation teams.
• Communicating complex transformation activity clearly to senior and executive audiences, providing credible options and recommendations.
• Working within telecommunications, regulated services, complex B2B operations or another large-scale customer environment.
• A recognised change, programme, portfolio or project management qualification.

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:

• 15% on target annual bonus

• £5,500 annual car allowance

• Market leading Pension scheme – 5% from you and 10% from us

• Private medical insurance

• 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

• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay

• Discounted EE and BT products, including mobile and broadband

• 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.

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.