Senior Manager Customer Experience

The role is responsible for extracting new insights and opportunities from Networks data to improve products, CX, and accelerate legacy closure. The data products are used across the CFUs to monitor networks, guide service development, and improve customer experience.

Requirements

• Provides actionable and insightful CX recommendations through leading work in data mining, segmentation, customer profiling, and quantitative analyses
• Sets, owns, and delivers a clear, compelling CX vision aligned to business strategy and commercial outcomes
• Collaborates with Product Success lead to achieve E2E customer experience performance across the full lifecycle
• Cross-functional leadership and influence, simplifying complexity and demonstrating systems thinking
• Actively seeks opportunities for the team to improve delivery of outcomes across the whole of BT and translate CX improvements into measurable commercial value
• Promotes collaboration, leads by example, and advocates for innovation in achieving outcomes

Benefits

• 15% on target bonus
• Health Care
• Car Allowance
• BT Pension scheme
• Equal family leave
• Enhanced women’s health support
• 25 days annual leave
• 24/7 private virtual GP appointments
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes