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 transforming how our customers interact with us through digital channels, creating simpler, smarter and more intuitive experiences.

As a Software Engineering Manager within our Customer Digital Experience team, you will lead engineering teams responsible for delivering and enhancing customer-facing web, mobile and self-service platforms used by BT Business customers.

Working closely with Product, Architecture and Business stakeholders, you will help deliver high-quality digital experiences that improve customer outcomes and support BT's wider digital transformation ambitions. You'll play a key role in driving engineering excellence, developing talent and delivering scalable solutions using modern technologies and engineering practices.

What you’ll be doing

• Leading and developing software engineering teams across the UK and India.
• Delivering customer-facing web, mobile and self-service solutions.
• Working closely with Product, Architecture and Business teams to deliver customer and business priorities.
• Driving engineering best practices, quality, resilience and operational excellence.
• Supporting technical decision-making across modern cloud-native and microservices-based environments.
• Delivering scalable and reliable solutions using technologies including AWS, Kubernetes and modern engineering frameworks.
• Contributing to platform enhancements and continuous improvement initiatives.
• Supporting BT's digital-first customer experience initiatives through automation and innovation.
• Delivering capabilities across web, mobile and chatbot channels.
• Helping teams adopt modern development practices, tools and technologies.
• Coaching engineers and supporting career development and team growth.

Essential Skills / Experience

• Experience leading software engineering teams within modern development environments.
• Experience delivering customer-facing digital products, web platforms, mobile applications or self-service solutions.
• Experience working with technologies such as React, Node.js, Flutter, AWS or similar modern technology stacks.
• Understanding of cloud-native architectures, APIs, microservices and modern software engineering practices.
• Proven track record of delivering scalable, resilient and high-performing digital solutions.
• Strong stakeholder management and communication skills

Desirable Skills / Experience

• Experience with customer experience platforms such as ServiceNow, Salesforce, Zendesk, Genesys, Sprinklr or similar technologies.
• Experience working with web, mobile and customer self-service platforms.
• Knowledge of DevOps, CI/CD, Site Reliability Engineering (SRE) and Agile delivery practices.
• Experience working with AI, automation, chatbots or digital customer engagement technologies.
• Experience delivering measurable improvements in customer experience, operational efficiency or platform performance.
• Strong coaching, mentoring and people leadership capabilities

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