Customer Experience jobs in United Kingdom

Location: 1 Braham Street, London, United Kingdom

Salary: Competitive salary & benefits

As a Senior Transformation Manager, you’ll partner with the broader Change & Strategy Teams, programme teams, and key stakeholders to shape and deliver complex, enterprise-wide transformation initiatives. You’ll use structured, hypothesis-driven thinking and strong analytical skills to diagnose challenges, define solutions, and drive execution—ensuring BT achieves its strategic objectives and realises sustainable value in a complex, matrixed environment by delivering measurable outcomes.

Crucially, you will be custodian of the key initiatives, translating strategic ambition into detailed Target Operating Model (TOM) blueprints and ensuring their rigorous delivery across BT.

Be part of a select team of experienced transformation professionals, strategically allocated to programmes where there is significant potential for value creation or where rapid intervention is needed to get delivery back on track. Bring a proactive, outcome-focused mindset to every assignment.

• Co‑create and govern TOM artefacts with stakeholders to ensure designs are practical, adopted, and aligned to BT’s strategic and transformation outcomes.
• Set operating model design principles and architectural standards (structure, governance, decision rights, process, tech/data, skills) and embed them across the transformation portfolio.
• Work with the Governance & Assurance Team to ensure conformance reviews to adhere to TOM standards.
• Quickly assess programme health by working closely with the governance and assurance team to evaluate current status and risks, and with the planning team to build robust, actionable plans. Identify root causes of challenges or untapped opportunities using data‑driven, customer‑led, and commercially focused analysis.
• Act as an integrated member of the programme team to turn around underperforming initiatives or drive additional value, shaping and implementing recommendations that deliver measurable impact.

• Support or lead the design, mobilisation, and execution of Pan BT transformation initiatives, ensuring alignment with strategic objectives and a clear path to value realisation.
• Work hands‑on with programme teams to accelerate progress and embed best practices.

• Build credibility and trust with senior leaders and cross‑functional teams. Facilitate alignment, drive adoption of new ways of working, and help resolve barriers in high‑stakes, fast‑moving environments.

• Champion the transformation agenda, ensuring that change is embedded, sustainable, and delivers measurable outcomes.
• Mentor colleagues and share expertise to uplift transformation capability across the organisation, leaving programmes and teams stronger.

The ideal candidate will have extensive experience delivering large‑scale, complex transformation programmes, with a proven track record of both programmatic execution and conceptualisation/solution design, gained within FTSE 100 or equivalent large, complex organisations and/or top‑tier consulting, and a demonstrated ability to execute complex delivery in line with strategic ambition, ensuring alignment between high‑level vision and operational outcomes.

Skills

• Advanced analytical and diagnostic skills, including data‑driven and hypothesis‑led problem solving.
• Strong customer focus and commercial acumen; able to balance customer needs with business objectives.
• Ability to navigate complex interdependencies across business units, technology, and processes.
• Expertise in designing and executing Target Operating Model Components (TOM), including process, structure, governance, and technology.
• Financial modelling and business case development, with a focus on value realisation.
• Inspiring communicator, able to create clear, compelling narratives and influence senior stakeholders.
• Excellent facilitation and collaboration skills, with a focus on co‑creation and building alignment.
• Change leadership and management, driving adoption of new ways of working.
• Proficiency in coaching and mentoring to elevate transformation capabilities.
• Programme governance and disciplined execution, including risk management and milestone tracking.
• Exceptional communication skills, with the ability to translate complex information across all audience levels.
• Crucially, candidates must demonstrate a deep Subject Matter Expert (SME) spike and significant experience in one or more of the following four critical areas to drive BT Group’s digital, AI, and process simplification agenda:
• Digital Transformation: Expertise in leveraging digital technologies to fundamentally change business operations and customer experience.
• Artificial Intelligence (AI) & Data: Deep experience in applying AI/ML, advanced analytics, or complex data models to transformation (e.g., in customer experience or operational efficiency).
• Data & Analytics: Significant experience with data governance, data‑driven decision‑making, establishing productivity metrics, and translating data insights into transformation opportunities.
• Process Engineering: Expertise in radical simplification of systems, structures, and processes on a huge scale, including lean methodologies, process optimisation, and Target Operating Model (TOM) process design.

Experience

• Hands‑on experience designing and implementing large scale transformation programmes.
• Significant experience in a top‑tier management consultancy and/or in‑house delivery within a large, complex organisation leading large‑scale business transformation and strategic change programmes.
• Demonstrable track record in highly regulated or constrained industries (e.g., Financial Services, Energy, Pharmaceuticals, Telecommunications).
• Proven ability to operate in matrixed environments and influence senior stakeholders.
• Experience navigating digital or industry disruption and enabling business/operating model shifts.

• Leading inclusively and Safely
  I inspire and build trust through self‑awareness, honesty and integrity.
• Owning outcomes
  I take the right decisions that benefit the broader organisation.

• Delivering for the customer
  I execute brilliantly on clear priorities that add value to our customers and the wider business.
• Commercially savvy
  I demonstrate strong commercial focus, bringing an external perspective to decision‑making.

• Growth mindset
  I experiment and identify opportunities for growth for both myself and the organisation.
• Building for the future
  I build diverse future‑ready teams where all individuals can be at their best.

• Annual On target bonus 15% (personal and company multipliers)
• Car allowance – worth £5,500 a year, can be taken as cash
• Private healthcare for you and your family
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• 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
• 25 days annual leave (not including bank holidays), increasing with service with buy holiday option
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other. While we are through the most capital‑intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies. Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

Although these roles are listed as full‑time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the job description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.