Chief of Customer Service Strategy & Operational Excellence

BT Group; Glasgow; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

15% on target annual bonus

Car allowance £5,500 per year

Private medical insurance

Online private GP 24/7 for you and a1

Pension scheme – 5% from you and 10%/%

Paid carers leave up to 2 weeks

Maternity/paternity/adoption leave 18/

BT product discounts

Job summary

BT Group in Manchester/Glasgow is seeking a senior leader to drive planning, performance, insight and Operational Excellence within Customer Service. You will provide an independent, evidence-led view to the Customer Service Director and Leadership Team, turning data into actionable insight and aligning plans with strategy and KPIs.

You will lead a high-impact team, embed continuous improvement, and partner with Transformation to realise benefits while delivering superior customer outcomes in a

Qualifications

• Senior leadership experience in planning, performance, insight, or business improvement within a large, complex customer service or operational environment.
• Proven ability to use data, insight and commercial judgement to improve performance, turn strategy into measurable outcomes and influence senior-level decisions.
• Strong people leadership and communication, with experience leading specialist teams and working through complex matrix relationships to create shared ownership and accountability.

Responsibilities

• Lead the integrated planning and performance approach across Customer Service, connecting strategy, KPIs and operational plans.
• Create a single, trusted and forward-looking view of performance across customer, service, quality, people, productivity, cost and commercial outcomes.
• Translate complex data into clear executive insight, identifying performance drivers, emerging risks, opportunities and priorities.
• Shape stretching but credible targets and challenge plans or assumptions where they aren’t aligned to our strategic outcomes.
• Lead performance governance, ensuring issues are surfaced early and gaps have clear ownership, recovery actions and timescales.
• Set and assure our Operational Excellence standards, using insight to identify capability gaps and opportunities for sustainable improvement.
• Partner with Strategic Delivery and Change and Transformation to connect transformation activity to performance outcomes and assess whether expected benefits are being realised.
• Lead and develop a high-impact specialist team while influencing a broad matrix of operational and functional partners.
• Build a culture where insight informs decisions, constructive challenge is welcomed and continuous improvement is part of how we work.

Skills

Senior leadership

Performance analytics

Stakeholder management

Job description

BT Group in Manchester/Glasgow is seeking a senior leader to drive planning, performance, insight and Operational Excellence within Customer Service. You will provide an independent, evidence-led view to the Customer Service Director and Leadership Team, turning data into actionable insight and aligning plans with strategy and KPIs.

You will lead a high-impact team, embed continuous improvement, and partner with Transformation to realise benefits while delivering superior customer outcomes in a