Product Lead, Agent & Value in London

The Product Lead, Agent & Value is crucial in shaping the digital experiences that our customers and service agents rely on. The role ensures both journeys are intuitive, efficient, and aligned, reducing friction and improving transparency. By driving cross-functional delivery and continuous improvement, it enhances customer satisfaction and boosts agent productivity. Ultimately, this role underpins BT's ability to deliver seamless, value‐adding service experiences at scale.

What you’ll be doing:

• Lead the product vision and roadmap for both the Value customer portal and ServiceNow agent workflows, ensuring seamless, intuitive service experiences.
• Drive the design, delivery, and optimisation of customer self‐service journeys and agent case‐handling processes to reduce friction and improve efficiency.
• Work cross‐functionally with engineering, UX, operations, digital, data, and commercial teams to deliver high‐quality product increments.
• Use insights, analytics, and performance data to prioritise enhancements and measure customer, agent, and business value.
• Ensure consistent, aligned experiences across customer and agent channels to support smooth handovers and transparent interactions.
• Lead and develop a team of Product Managers, fostering a culture of customer centricity, experimentation, and continuous improvement.

Qualifications:

• Strong product leadership and strategic thinking, with the ability to define clear roadmaps and deliver seamless experiences across both customer portals and agent platforms.
• Skilled in designing intuitive self‐service journeys and efficient agent workflows, ideally with practical experience of ServiceNow or similar case‐management systems.
• Confident working with data and insights – able to set KPIs, analyse performance, and prioritise improvements that drive customer value and operational efficiency.
• Effective cross‐functional collaborator who can align engineering, UX, operations, digital, and commercial teams around shared outcomes.
• Proven experience delivering digital service or account‐management products at scale, with the capability to coach and develop product managers or squads.

About the Company:

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start‐ups. But it’s not just the technology that matters, it can do to help them build stronger, smarter, more secure businesses. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi‐skilled team that makes a significant impact to society.

Benefits:

• Annual on target bonus - 15% (calculated using both personal and company performance multipliers)
• £5,500 car allowance (can be taken as cash)
• Family health cover
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• 25 days annual leave + 8 bank holidays with the option to buy up to one week’s work of your contracted hours. This will also increase with service.
• 2 weeks carer’s leave
• All parents welcoming a new child are eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• Life Assurance (4 x life cover pay)
• 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.
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• Volunteering days so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as 'My EV.'
• 24/7 private virtual GP appointments for UK colleagues.