Principal Customer Experience Design
BT Group
London, GB
8d ago

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities.

We need you to help us do this.

Why this role matters

This role is central to all experiences we create for our larger business customers accountable for all Customer Experience and Process design for all Value projects in the Enterprise plan.

This person will be an expert practitioner expected to define and assure best practice whilst influencing, leading and mentoring others.

They will be the go-to person for this segment of customers, and will hold themselves and their team to account for creating meticulously crafted, world-

class experiences for our customers. The purpose for this team is simple : Create Great experiences and be sure they are what customers want.

For clarity, the definition of Value’, though not black and white, is larger business customers typically expecting and / or paying for a more customised / personal service and with more complex requirements and solutions to their business needs’.

We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-

  • ups. We cover both the communications and IT services markets. Overall we’re focused on four main product markets : Fixed Voice;
  • Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications.

    We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.

    Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services.

    Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare.

    We also offer specialist enterprise services to our Internet of Things customers.

    What you'll be doing

    Lead, build, inspire and enable teams of customer experience and process designers to be brilliant; setting ambitious expectations and creating the right culture for people to succeed

    Accountable for driving standardised execution across the team ensuring the approach to design is aligned to the CX frameworks, principles and toolkit ensuring reusability where appropriate (more often than not)

    For all projects in the volume segment, responsibility for designing the target customer experience for all scenarios using a customer-

    led methodology (embedding customers in the process)

    Accountable for creating creative, innovative and brilliant experiences always challenging whether it’s the best possible leaving no stone unturned

    For all customer experiences, responsible for designing and documenting the underlying processes required to enable them

    Building key relationships across Product, Props, Trials, Sales, Service, Digital and Technology to ensure that the designs are supported and ultimately made the reality

    Accountable to the CX Director for quality of launches and recommending readiness to launch (or not) in collaboration with the Senior Manager for CX Trials

    Ensure a clear roadmap of CX improvements over time for established and new products in Volume identifying improvements and taking ownership of CX for this segment

    We'll also need to see these on your CV

    Exceptional communication skills able to story-tell and engage audiences at all levels of seniority

    Understand and fluent in articulation of how to be customer centered, how to Create Great experiences and can mentor people to do similar

    Team leadership able to set the pace, lead by example, inspire and deliver with sizable teams

    Able to visualise, articulate and solve complex problems and concepts

    Able to make and guide effective decisions, explaining clearly how the decision has been reached

    Able to equally see the big-picture and immediate priority balancing the two things and understanding the wider implications

    Strong project management skills

    Understands users and can identify who they are and what their needs are based on evidence

    Understands the difference between Customer Experience and Business Process

    Some technical understanding of communication networks and the needs of large business customers

    Mandatory Skills Required :

    Experience of building and leading teams of 10+ people; having led creative Experience / Service Design teams strongly preferred

    A portfolio of outstanding work / case studies of Creating Great customer experiences from concept to in-life

    Demonstrable experience in driving and embedding change

    Experience of innovating to drive customer experience differentiation

    Experience running customer experience workshops and co-creation session

    Experience and a passion for digital and the process to create digital experiences

    Experience communicating and influencing up to MD level in a corporate

    Why choose us?

    We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company.

    At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers -

    those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

    Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things.

    From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

    Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before.

    So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers.

    If that’s you and what you’re looking for, we’d love you to be part of our future.

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

    That’s why we welcome applications from all parts of the community.

  • Strong Project Management skills
  • Ability to create great customer experiences
  • Stakeholder management
  • People Management teams of 10+
  • Experience of digital and the process to create digital experiences
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