Software Engineering Manager (Customer Digital Experience)

Job Req ID: 59575

Posting Date:13/07/2026

Function: Software Engineering

Location: Bristol, Manchester, Birmingham & London

About the role

At BT, we are undergoing a significant end-to-end transformation of our business, transforming customer journeys and technology through process, IT and network change.

As part of this transformation, we are redefining how our customers interact with us through digital channels. As a Software Engineering Manager within our Customer Digital Experience team, you will play a key role in shaping and delivering the technology strategy behind our self-service web and mobile journeys, helping 1.1 million B2B customers manage their services seamlessly.

You will help define and deliver a transformation roadmap that creates market-leading digital experiences, leveraging technologies such as React, Flutter, AWS and ServiceNow to deliver outcomes that delight our customers.

Working closely with business and technology stakeholders, you will lead engineering teams responsible for building secure, scalable and intuitive customer experiences. This role offers the opportunity to drive meaningful change through the digitalisation of customer journeys, the adoption of AI technologies and increased automation across our customer platforms.

What you’ll be doing

• Leading and developing engineering teams across the UK and India, fostering a culture of collaboration, innovation and engineering excellence.
• Defining and delivering technology solutions for customer-facing web, mobile and self-service platforms.
• Driving engineering best practices, operational excellence and high-quality software delivery.
• Overseeing technical decisions, architecture and platform evolution across cloud-native, event-driven and microservices-based environments.
• Delivering scalable and resilient solutions using technologies including AWS, Kubernetes and modern engineering frameworks.
• Driving the implementation of technical roadmaps aligned to business goals and customer needs.
• Supporting BT's digital-first and zero-touch customer journey transformation initiatives.
• Enhancing customer experiences through the integration of platforms such as ServiceNow, Sprinklr and Genesys.
• Delivering outcomes across digital channels including web, mobile applications and chatbot platforms.
• Championing AI-driven capabilities including automation, personalisation and customer self-service solutions.
• Implementing tools, frameworks and processes that improve engineering efficiency, quality and developer productivity.
• Promoting continuous improvement, innovation and the adoption of emerging technologies and engineering practices.

Essential Skills / Experience

• Experience leading software engineering teams within modern full-stack environments, including React, Next.js, Flutter, Node.js, AWS and ServiceNow.
• Strong expertise in cloud-native architectures, Kubernetes, microservices, serverless technologies and modern architecture patterns.
• Experience delivering customer-facing digital products, platforms and self-service journeys within large-scale B2B and/or B2C environments.
• Proven track record of leading engineering teams and delivering scalable, resilient and high-performing digital solutions.

Desirable Skills / Experience

• Strong people leadership, coaching and stakeholder management skills.
• Experience with customer experience platforms such as ServiceNow, Sprinklr, Genesys or similar technologies.
• Knowledge of identity and access management, security frameworks and compliance requirements.
• Customer-first mindset with strong influencing skills and the ability to drive engineering vision and strategy.
• Experience delivering measurable improvements in customer experience, resilience and operational performance.
• Experience working in fast-paced digital environments where customer centricity and speed to market are critical.
• Experience embedding Agile delivery, DevOps and Site Reliability Engineering (SRE) practices across complex organisations.
• Experience working with AI, automation, chatbots and personalisation technologies.

Our Package

• 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