Senior E2E Colleague Experience Manager

BT Ireland; Greater London; Hybrid; GBP 80,000 - GBP 100,000; Full time

Job summary

A leading telecommunications provider is seeking a Senior Manager to enhance the end-to-end employee experience. This role focuses on improving internal processes and the colleague journey, supporting sales, service, and operations. Ideal candidates will have expertise in large-scale transformation, stakeholder management, and a strategic approach to customer and employee journeys. The position offers hybrid work, a competitive benefits package, and a collaborative environment aimed at driving real change across the organization.

Benefits

15% on target bonus

Health care

Car allowance

Pension scheme

Enhanced women’s health support

25 days annual leave

World-class training and development

Option to join BT Shares Saving schemes

Qualifications

• Expertise in managing large-scale transformation projects
• Strong understanding of customer experience frameworks
• Proven ability to drive measurable outcomes through journey mapping

Responsibilities

• Lead end-to-end journey management for colleague experiences
• Collaborate with stakeholders to improve internal processes
• Monitor colleague experience metrics and address departmental issues
• Connect internal and customer experience metrics for insightful decision-making

Skills

Experience with large‑scale transformation projects

Strategic and enterprise thinking

Colleague Experience Expertise (CX/EX)

Strong communication skills

Stakeholder and influence management

Digital & technology acumen

Job description

Unit: UK Business

Location: One Braham (4140), London, United Kingdom

Hybrid working 3 days in office, 2 days flexible

Locations: London, Birmingham, Bristol, Manchester

Why this job matters

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 champion a culture where customer needs shape decisions at every level, supported by a leadership team that believes in delivering exceptional experiences.

Because of the role’s broad scope and visibility, you’ll gain exposure to how the entire business operates. It’s an ideal environment to grow, stretch capabilities, and build a career with momentum.

What you will be doing

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 end‑to‑end journey from initial customer interest through to Sales, In‑life Service, Complaints, CEO Complaints, and the end of the journey (account closure).

Ensure 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 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 across BT Business.

Responsibilities

• Lead end‑to‑end journey management including digital journeys for colleague journeys, ensuring each stage is well connected and eliminating silos and pain points.
• Collaborate with stakeholders across BT Business & Digital to equip the insights team with data for the one point of truth reporting (E2E Dashboard). Map colleague processes and align cross‑functional teams to the journey/vision; use process mining to identify opportunities to drive efficiencies and reduce cost.
• Oversee initiatives to improve internal systems, knowledge bases, and tools for customer‑facing teams; identify and address pain points in onboarding and service delivery.
• Act as a consultant to Directors in BT Business functional areas to make the colleague experience more seamless.
• Champion tool enhancements or new solutions to help employees serve customers more efficiently.
• Share outputs and root cause analyses to drive efficiencies by categorising gaps in People, Process, or Behaviour/Training across relevant teams.
• Set up Voice‑of‑Employee (VoE) feedback loops and gather VoE insights through surveys to pinpoint colleague frustrations and improve enablement.
• Lead cross‑functional stakeholder coordination for end‑to‑end experience improvements.
• Coordinate weekly meetings across domains (LBGUPS, Design, PMO, Sales, Service, Product, Commercial, Onboarding, etc.).
• Monitor colleague experience metrics across channels and journeys; address issues that span multiple departments and align on experience goals.
• Promote the use of the E2E dashboard and other insight tools among senior leadership to inform decision‑making.
• Connect internal experience metrics (e.g., employee NPS) with customer metrics to show how improvements drive customer outcomes; collaborate with Insights/Analytics to enrich dashboards.
• Streamline processes, reduce hand‑offs, and promote automation or self‑service where appropriate to improve speed and reduce cost‑to‑serve without compromising experience quality.
• Identify opportunities where digital tools or AI can augment or replace manual interactions, improving consistency and reducing effort for customers and employees.
• Act as the voice of the colleague in internal forums; consider end‑to‑end impact during planned changes and facilitate governance to keep the business focused on a seamless experience.

Skills and Experience

• Experience with large‑scale transformation projects, reducing costs while improving end‑to‑end customer experience.
• Strategic and enterprise thinking; ability to drive journey mapping and management to measurable business and employee outcomes.
• Colleague Experience Expertise (CX/EX).
• Data and insight measurement: qualitative leadership, quantitative fluency, journey‑level metrics, and insight synthesis.
• Change management and organisational transformation with delivery aligned to CX & BT Business strategy.
• Business process improvement to redesign activities and optimise performance, quality, and speed of processes.
• Strong communication skills to foster understanding and collaboration across groups.
• Stakeholder and influence management at senior levels; cross‑functional facilitation and conflict resolution.
• Digital & technology acumen: understanding technology landscapes, automation, self‑serve awareness, integration, and analytics literacy.
• Experience in mentoring, coaching, and managing a team to build capability and performance.

Benefits include: 15% on target bonus, health care, car allowance, BT Pension scheme (minimum 5% employee, BT contribution 10%), equal family leave from January 2025, enhanced women’s health support, 25 days annual leave (plus bank holidays, increasing with service), 24/7 private virtual GP, 2 weeks carer’s leave, world‑class training and development opportunities, and option to join BT Shares Saving schemes.

With over 175 years of heritage, BT is the flagship business brand of BT Group, serving 1.2 million business customers internationally. We are a global leader for secure connectivity and collaboration platforms for businesses of all sizes. We value diversity and inclusion and champion digital inclusion to help people, businesses, and communities thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation, and provides opportunities to be your best. We welcome flexible working arrangements and will offer reasonable adjustments for the selection process if required. We encourage applicants from diverse backgrounds and recognize that role fit goes beyond a rigid checklist.