Head of Customer Service Planning & Performance Excellence

BT Group; United Kingdom; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

15% on target annual bonus

£5,500 annual car allowance

Pension scheme - 5% from you and 10%来自

Private medical insurance

Online private GP 24/7 for you and can

Paid carers leave - up to 2 weeks

Maternity, paternity and adoption - 18

18 weeks' full pay and 8 weeks' half

Discounted BT products

Holiday purchase scheme

Job summary

BT Group seeks a senior leader to own planning, performance, insight and Operational Excellence within Customer Service. You will create a clear view linking strategy, KPIs, workforce and financial plans while driving continuous improvement and strong governance.

You’ll translate data into executive insight, challenge plans and shape credible targets, partnering across transformation and delivery to realise benefits and drive growth.

Qualifications

• Senior leadership experience in planning, performance, insight, or business improvement within a large, complex environment.
• Strong track record of using data and commercial judgement to improve performance and influence senior decisions.
• Excellent people leadership, influencing and communication skills with matrix stakeholders.

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 benefits are realised.
• Lead and develop a high-impact specialist team while influencing a broad matrix of partners.
• Build a culture where insight informs decisions, constructive challenge is welcomed and continuous improvement is part of how we work.

Skills

Senior leadership

Planning & performance

Data-driven decisions

Stakeholder management

Job description

BT Group seeks a senior leader to own planning, performance, insight and Operational Excellence within Customer Service. You will create a clear view linking strategy, KPIs, workforce and financial plans while driving continuous improvement and strong governance.

You’ll translate data into executive insight, challenge plans and shape credible targets, partnering across transformation and delivery to realise benefits and drive growth.