Recruiter: Trevor Newman
Hiring Manager: Beth Williams
Career Grade: D
About the role
This is an opportunity to shape how mobile network experience translates into customer experience across BT and EE.
You’ll take complex customer, network and operational insight, identify the biggest opportunities to improve customers’ experience, and turn those opportunities into transformation programmes that deliver measurable customer and business value.
You’ll work at the point where customer insight, data and business change meet. You’ll identify where customer experience is breaking down, understand why, build the evidence for change and determine what needs to happen.
The key aspect of the role is to turn that insight into action: influencing investment and priorities, and bringing together the teams with the expertise and capability to deliver meaningful, measurable improvements for customers.
What you’ll be doing
Essential Skills / Experience
Desirable Skills / Experience
Our Package
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.
