Initiating and managing investigation and development of innovative methods, practices and technology, with transformational potential for BT.
Maintaining strong stake holding of vendors and Technical specialists to ensure the architecture and technology is based on industry best practice and drives vendor’s strategic road maps
This would cover all lines of business and covers all key customer journeys
Responsible for consistency to BT enterprise level standards, best practice and consistency
use. Ensure EA deliverables are fit for purpose and provide an effective and timely tool to guide downstream decisions
Support reality-checkpoint review of roadmaps across and within LoB - considering dependencies, pipeline capacity or resourcing constraints
The candidate will be expected to have 5 years industry experience specialising the area of Digital customer Interaction and self-
service customer experience. Knowledge of the core Customer functions as defined by the TMForum Application Model (TAM), is essential including extensive knowledge of the marketplace, the Vendors and their products.
BT is committed to digitally transforming its experience and customer interaction. The candidate should be also be familiar with the follow technology areas.
up and agile methods and their implications for Enterprise Architecture
Enterprise and Business Architecture
Establishes the contribution that technology can make to business objectives, conducting feasibility studies, producing high-
level business models, and preparing business cases
wide architecture and processes that ensure that the strategic application of change is embedded in the management of the organisation, ensuring the buy-
in of all stakeholders.
IT strategy and planning
Develops and communicates plans to drive forward the strategy. Contributes to the development of policies, standards and guidelines for IT strategy development and planning
Information systems coordination
Coordinates the promotion, acquisition, development, and implementation of information systems and services in close liaison with those responsible for management and strategy
Produces detailed evaluation criteria for more complex tenders and assists in evaluation of tenders. Acts as the routine contact point between organisation and supplier.
Collects and reports on supplier performance data.
Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.
For example, may oversee the organisation's promotional / selling activities to one or more clients, to ensure that such activities are aligned with corporate marketing objectives).
Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding
We'll also need to see these on your CV
The candidate will be expected to have 5 years telco or equivalent experience, specialising in the area of Customer Relationship Management.
Knowledge of the core Customer functions as defined by the TMForum Application Model (TAM), is essential including extensive knowledge of the marketplace, the Vendors and their products.
Campaign and Funnel Management
Sales Account Management
Customer Information Management
Transactional Document Management
Service Quality Management
Service Assurance Control
Customer Insight Management
Sales Aids, including Retail channel tooling.
STEM related Bachelor's degree or a related study, or equivalent experience
Why choose us?
We are in an incredibly competitive industry and it’s not just the technology that’s important, but the world of promise it creates for our customers.
We live and work in a connected world where people want seamless service, great products and the best connectivity there is, as well as continually expecting more and more from us, and rightly so.
Technology is BT’s powerhouse, with our expert technologists, we have a unique position in BT. By bringing together our technical and commercial expertise, and our insight and passion for customer experience, we help BT stand out from the competition.
With the best networks and smart innovative products, combined with a personal experience, it sets us apart from the pack.
Innovation drives everything we’ve done since BT started in 1846. Coming up with new ideas and developing new technologies is central to our future.
We want to improve people’s lives for the better in welcome, relevant and affordable ways and we’ll be fast to market with an effortless experience to match.
We will continue to focus on developing our converged network capabilities which will give customers seamless connectivity.
Our skilled people will lead this technological revolution, not only for our customers but for the industry across the Globe, truly making customers our heartbeat.
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.