Senior Manager: Customer Service Transformation Roadmap

BT Group; Glasgow, Manchester; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

15% on target annual bonus

£5,500 annual car allowance

Market leading Pension scheme – 5% + 5

Private medical insurance

Online private GP 24/7 for you and to

Market-leading paid carers leave with

Discounted EE and BT products

Holiday purchase scheme

Job summary

BT Group in the UK is seeking a Senior Manager, Customer Service Transformation to turn strategy and the future operating model into a clear, prioritised roadmap. You will unite change across Customer Service and the wider business, working with senior leaders to prioritise investments and risks.

You’ll own the end-to-end transformation, convert strategy into actionable delivery plans, and ensure initiatives connect with measurable customer and business outcomes.

Qualifications

• Complex transformation and portfolio leadership within a large organisation.
• Turning strategy into execution with prioritised roadmaps and measurable outcomes.
• Senior stakeholder management and cross-functional influence without direct authority.

Responsibilities

• Owning and evolving the end-to-end Customer Service transformation roadmap, bringing together priorities, outcomes, dependencies, milestones, resources, investment and benefits.
• Turning Customer Service strategy and our future operating model into practical, prioritised delivery plans with clear and measurable outcomes.
• Working with the Customer Service Director and Leadership Team to make informed choices around priorities, investment, capacity, risk and the pace of transformation.
• Bringing together Customer Service-led and wider business change to create a clear view of what’s happening, how initiatives connect and where decisions or intervention are needed.
• Establishing effective portfolio governance and working with delivery owners to maintain momentum, address risks and keep transformation on track.
• Making sure change is ready to land successfully, bringing together the right considerations across people, processes, technology, capability, training, communications and adoption.
• Using data, insight and commercial understanding to track investment, delivery confidence and benefits, ensuring transformation delivers sustainable customer and business value.
• Working across Transformation, Service Operations, Service Design, Finance, People & Culture, Digital, Technology, Commercial and other teams to create strong connections and shared ownership.
• Representing Customer Service within wider transformation programmes, ensuring Customer Service requirements and operational impact are understood and reflected in delivery.
• Leading and developing Change Leads and Change Managers, creating an inclusive and delivery-focused environment where constructive challenge is welcomed and issues are surfaced early.

Skills

Complex transformation

Strategy to execution

Senior leadership

Job description

BT Group in the UK is seeking a Senior Manager, Customer Service Transformation to turn strategy and the future operating model into a clear, prioritised roadmap. You will unite change across Customer Service and the wider business, working with senior leaders to prioritise investments and risks.

You’ll own the end-to-end transformation, convert strategy into actionable delivery plans, and ensure initiatives connect with measurable customer and business outcomes.