Senior E2E Colleague Experience Manager

This is a rare opportunity to shape the customer experience across an entire organisation—not just one function. You’ll own truly end‑to‑end impact, working across product, sales, service, operations and beyond, giving you a level of breadth and influence that most CX roles simply don’t offer. You’ll be operating at the heart of the business, partnering daily with senior leaders who value customer insight and see CX as a strategic priority. This is a role where your voice is heard, your expertise is sought after, and your recommendations drive real change. Customer centricity isn’t just a buzzword here—it’s a leadership‑led commitment. You’ll be championing a culture where customer needs shape decisions at every level, supported by a leadership team that genuinely believes in the power of exceptional experiences. Because of the role’s broad scope and visibility, you’ll gain unparalleled exposure to how the entire business operates. It’s an ideal environment for someone who wants to grow, stretch their capabilities, and build a career with real momentum.

The Senior Manager – E2E Employee Experience is responsible for enhancing the internal environment that enables front-line teams to deliver excellent customer experiences. This role focuses on the colleague journey, the systems they use and the E2E journey they follow from the first customer interest through to Sales, In-life Service, Complaints, CEO Complaints the end of the journey (account closure). Ensuring that sales and service teams have the right tools, information, and support throughout the customer lifecycle. By improving internal processes and communications, the Senior Manager aims to reduce employee pain points and, in turn, improve customer outcomes. The goal is to create an empowered workforce that can provide a seamless, proactive customer communication experience and drive strategic decisions using real-time insights. They are the eyes and ears across the E2E journey and all the teams across BT Business.

Responsibilities

• Lead end-to-end journey management including digital journeys LBGUPS (colleague journeys) ensure each stage is well connected, eliminating silos and pain points for colleagues.
• Collaborate with stakeholders across BT Business & Digital to equip the insights team with the correct data to be used as source data for the one point of truth reporting (E2E Dashboard). Working with stakeholders to map colleague processes and aligning cross-functional teams to the journey/vision, and use process mining to pinpoint opportunities to drive efficiencies and reduce cost.
• Oversee initiatives to improve internal systems, knowledge bases, and tools used by customer-facing teams. This includes identifying and addressing pain points that sales and service agents face during customer onboarding and service delivery (e.g. too many separate systems, lack of information, cumbersome processes).
• Acting like a consultant to the Directors in the BT Business functional areas and looking for ways to make the colleague experience more seamless.
• Champion tool enhancements or new solutions so our employees can serve customers more efficiently with less frustration.
• Sharing outputs and Root Cause Analysis with the relevant teams (Sales Service etc) to drive efficiencies by categorisation of People, Process or Behavioural / training gaps. This will help drive programs that empower colleagues.
• Set up Voice-of-Employee (VoE) feedback LOOPS AND Gather (VoE) through surveys to pinpoint colleague frustrations by functional area, and work with the relevant stakeholder to improve enablement.
• Lead cross-functional stakeholder coordination for end-to-end experience improvements.
• Bring together all relevant stakeholders weekly (inner and outer loop meetings) across domains including LBGUPS, Design, PMO, Sales, Service, Product, Commercial, Onboarding teams, etc.
• Monitor colleague experience performance across channels and journeys, ensuring that issues that span multiple departments are addressed holistically and that everyone remains aligned on experience goals.
• Promote the use of the E2E dashboard and other insight tools among senior leadership (including ExCo) to inform decision-making.
• By ensuring that internal experience metrics (like employee NPS or efficiency metrics) and customer metrics are connected, this role helps leadership see how improvements in internal processes drive better customer outcomes. The Senior Manager will also work in collaboration with the Insights/Analytics team to enrich dashboards.
• Streamline processes, reduce hand-offs, and promote automation/self-service where possible to improve speed and reduce cost-to-serve without compromising experience quality.
• Identify opportunities where digital tools or AI can replace or augment manual interactions, improving consistency and reducing effort for both customers and employees.
• Act as the “voice of the colleague” in internal forums, ensuring that planned changes (e.g., new product launches or process changes) consider end-to-end experience impact. Facilitate governance (e.g., journey review meetings) to keep all parts of the business focused on delivering a seamless experience.

Skills and Experience

• Large scale Transformation Projects, reducing costs, improving profitability, improved customer experience end to end is vital.
• Strategic and Enterprise thinking – ensuring both journey mapping and management drive measurable business and employee outcomes.
• Colleague Experience Expertise (CX/EX).
• Data and Insight measurement – qualitative insight leadership, quantitative insight fluency, journey level metrics, insight synthesis (turning fragmented data into clear experience narratives).
• Change, Organisational transformation and delivery - implementing a strategy for change management activities to achieve CX & BT Business strategy.
• Business Process Improvement, identifying new approaches to redesign business activities or optimise performance, quality and speed of processes to improve customer experience.
• Expert in effectively communicating information, ideas or emotions between individuals or groups to foster understanding and connection.
• Stakeholder and Influence management – senior stakeholder engagement, cross functional facilitation, conflict resolution.
• Digital & Technology Acumen - Understanding Technology landscapes, Automation and self-serve awareness, integration understanding, analytics literacy.
• E2E technology orchestration experience desired.
• Experience in mentoring, coaching, and managing a team to develop current and future team capabilities and ensure performance.

Benefits

• 15% on target bonus
• Health Care
• Car Allowance
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, 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.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• 25 days annual leave.