At a Glance
- Tasks: Lead transformation programmes to enhance customer experience across BT and EE.
- Company: Join BT Group, a leading communications company in the UK.
- Benefits: Competitive salary, bonus, pension scheme, and exclusive discounts.
- Other info: Dynamic role with opportunities for career growth and community involvement.
- Why this job: Make a real impact on customer experiences and drive meaningful change.
- Qualifications: Experience in customer transformation and strong analytical skills required.
The predicted salary is between 56059 - 68517 £ per year.
- Job Location
- GBR-London-BTHQ One Braham
- Advertised Salary
- Competitive with excellent benefits
- Hiring Manager
- Beth Williams
- Career Grade
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
- Own customer outcome improvement across multiple products, journeys or strategic themes.
- Define and maintain transformation roadmaps that address systemic customer experience challenges.
- Translate Network Customer Experience insight into strategic initiatives, investment priorities and business change programmes.
- Ensure customer outcomes are explicitly represented within business planning, prioritisation and governance processes.
- Drive long-term improvement activity that delivers sustainable customer and commercial benefits.
- Lead identification of emerging customer experience risks, opportunities and systemic issues across the customer lifecycle.
- Connect network performance, operational performance and customer feedback to identify root causes of customer pain.
- Direct analytical activity and synthesis of complex datasets into actionable business recommendations.
- Develop customer narratives that provide clear direction for senior leaders and executive stakeholders.
- Anticipate future customer experience risks and influence preventative action.
- Sponsor and coordinate large-scale improvement initiatives across organisational boundaries.
- Lead virtual teams and cross-functional workstreams to achieve customer outcome objectives.
- Remove barriers to delivery and drive alignment between competing priorities.
- Ensure robust governance, benefit tracking and outcome measurement are in place for transformation initiatives.
- Challenge existing processes and operating models to accelerate customer improvement.
- Act as the customer advocate across Network, Product, Digital, Customer Service and Commercial functions.
- Influence prioritisation, investment and delivery decisions through customer-led evidence and insight.
Essential Skills / Experience
- Significant experience leading customer, service or operational transformation programmes.
- Demonstrable experience influencing senior stakeholders and driving change across complex organisations.
- Strong analytical capability with experience translating insight into strategic decisions.
- Experience developing customer-focused business cases and investment recommendations.
- Proven ability to lead cross-functional initiatives without direct authority.
- Strong executive communication, engagement and storytelling skills.
- Experience establishing governance, performance frameworks and benefit tracking mechanisms.
Desirable Skills / Experience
- Knowledge of network performance, customer outcome frameworks and customer journey design.
- Telecommunications, connectivity or technology industry experience.
- Experience with NPS, customer outcome measurement and operational performance frameworks.
- Understanding of product development, digital transformation and service operations.
- Our Package
- Annual On target bonus 10% (personal and company multipliers)
- BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
- Life Assurance
- Direct share scheme
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
- My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
- Discounted EE TV including TNT Sport and the NOW Entertainment membership
- Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- 25 days annual leave (not including bank holidays), increasing with service with buy holiday option
- 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.
- Volunteering days so you can give back to your local community
- Brand new electric vehicle salary sacrifice arrangement, known as 'My EV'
- BT Group
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.
Transformation Manager (Customer Experience) in London employer: BT Communications Ireland Limited
As a Technical Service Desk Analyst at BT in Cardiff, you'll join a dynamic team dedicated to providing secure connectivity services for public sector organisations across Wales. With a strong focus on employee wellbeing and growth, BT offers tailored benefits including access to a 24/7 online private GP, generous parental leave, and a market-leading pension scheme. The collaborative work culture encourages innovation and personal development, making it an excellent place for those looking to make a meaningful impact in a transformative environment.
Contact Details:
BT Communications Ireland Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Transformation Manager (Customer Experience) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BT Communications Ireland Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BT Communications Ireland Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Transformation Manager (Customer Experience) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BT Communications Ireland Limited:Your cover letter is your chance to shine! Tell us why you want to work at BT Communications Ireland Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BT Communications Ireland Limited!
How to prepare for a job interview at BT Communications Ireland Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
