Transformation Manager (Customer Experience)

BT plc; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Annual bonus 10%

BT Pension scheme

Life Assurance

Direct share scheme

EE mobile discounts

Job summary

BT plc in London seeks a senior transformation leader to turn customer and network insights into strategic programmes that improve the customer experience across BT and EE. You will influence investment decisions, coordinate cross-functional teams and ensure governance and measurement of benefits.

You will lead multiple initiatives that span product journeys and organisational boundaries, delivering measurable customer and commercial value.

Qualifications

• Significant experience leading customer, service or operational transformation programmes.
• Proven ability to influence senior stakeholders and drive change across complex organisations.
• Strong analytical capability translating insight into strategic decisions.
• Experience developing customer-focused business cases and investment recommendations.
• Proven ability to lead cross-functional initiatives without direct authority.
• Strong executive communication, engagement and storytelling skills.
• Experience establishing governance, performance frameworks and benefit tracking mechanisms.

Responsibilities

• Own customer outcome improvement across multiple products, journeys or themes.
• Define and maintain transformation roadmaps addressing systemic customer experience challenges.
• Translate Network Customer Experience insight into strategic initiatives, investment priorities and business change programmes.
• Ensure customer outcomes are explicitly represented within governance processes.
• Drive long-term improvement activity delivering sustainable customer and commercial benefits.
• Lead virtual teams and cross-functional workstreams to achieve customer outcome objectives.
• Sponsor and coordinate large-scale improvement initiatives across organisational boundaries.

Skills

Stakeholder management

Analytical thinking

Executive storytelling

Change management

Cross-functional leadership

Customer outcome focus

Job description

Req ID: 63482Job Function: Data & AIPosting Start Date: 06/11/2026Posting End Date: 20/11/2026Division: NetworksJob Location: GBR-London-BTHQ One BrahamAdvertised Salary: Competitive with excellent benefitsRecruiter: Trevor NewmanHiring Manager: Beth WilliamsCareer Grade: DAbout the roleThis is an opportunity to shape how mobile network experience translates into customer experience across BT and EE.You’ll take complex customer, network and operational insight, identify the biggest opportunities to improve customers’ experience, and turn those opportunities into transformation programmes that deliver measurable customer and business value.You’ll work at the point where customer insight, data and business change meet. You’ll identify where customer experience is breaking down, understand why, build the evidence for change and determine what needs to happen.The key aspect of the role is to turn that insight into action: influencing investment and priorities, and bringing together the teams with the expertise and capability to deliver meaningful, measurable improvements for customers.What you’ll be doingOwn customer outcome improvement across multiple products, journeys or strategic themes.Define and maintain transformation roadmaps that address systemic customer experience challenges.Translate Network Customer Experience insight into strategic initiatives, investment priorities and business change programmes.Ensure customer outcomes are explicitly represented within business planning, prioritisation and governance processes.Drive long-term improvement activity that delivers sustainable customer and commercial benefits.Lead identification of emerging customer experience risks, opportunities and systemic issues across the customer lifecycle.Connect network performance, operational performance and customer feedback to identify root causes of customer pain.Direct analytical activity and synthesis of complex datasets into actionable business recommendations.Develop customer narratives that provide clear direction for senior leaders and executive stakeholders.Anticipate future customer experience risks and influence preventative action.Sponsor and coordinate large-scale improvement initiatives across organisational boundaries.Lead virtual teams and cross-functional workstreams to achieve customer outcome objectives.Remove barriers to delivery and drive alignment between competing priorities.Ensure robust governance, benefit tracking and outcome measurement are in place for transformation initiatives.Challenge existing processes and operating models to accelerate customer improvement.Act as the customer advocate across Network, Product, Digital, Customer Service and Commercial functions.Influence prioritisation, investment and delivery decisions through customer-led evidence and insight.Essential Skills / ExperienceSignificant experience leading customer, service or operational transformation programmes.Demonstrable experience influencing senior stakeholders and driving change across complex organisations.Strong analytical capability with experience translating insight into strategic decisions.Experience developing customer-focused business cases and investment recommendations.Proven ability to lead cross-functional initiatives without direct authority.Strong executive communication, engagement and storytelling skills.Experience establishing governance, performance frameworks and benefit tracking mechanisms.Desirable Skills / ExperienceKnowledge of network performance, customer outcome frameworks and customer journey design.Telecommunications, connectivity or technology industry experience.Experience with NPS, customer outcome measurement and operational performance frameworks.Understanding of product development, digital transformation and service operations.Our PackageAnnual On target bonus 10% (personal and company multipliers)BT Pension scheme; minimum 5% employee contribution, BT contribution 10%Life AssuranceDirect share schemeExclusive colleague discounts on our latest and greatest BT broadband packages50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plansMy Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailersDiscounted EE TV including TNT Sport and the NOW Entertainment membershipGreat support for working parents including pay whilst on maternity, adoptive, and paternity leaveOption to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.25 days annual leave (not including bank holidays), increasing with service with buy holiday optionequal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.Volunteering days so you can give back to your local communityBrand new electric vehicle salary sacrifice arrangement, known as ‘My EV’BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.