Customer Experience Designer
BT Group
Ireland-United Kingdom-London-London
11d ago

Working pattern

StandardSalary : Competitive

Closing date

May 26, 2019, 6 : 59 : 00 PM

London, Bristol , Birmingham

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 fundamental to shape experiences we create for our business customers accountable for programme level design of Customer Experience and Process for the demand within the Enterprise plan.

This person will be an experienced practitioner expected to design best in class solutions.

They will be a subject matter expert within their portfolio area, and will hold themselves and virtual team to account for creating meticulously crafted, world-

class experiences for our customers.

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

What you'll be doing

Accountable for creating end to end customer journeys for new BT solutions or uplifting existing customer journeys for Major business transformation projects by : -

  • Leading virtual teams to design and build customer experience and processes that are brilliant; setting ambitious expectations and contributing to creation of a culture for people to succeed
  • Ensuring a standardised approach to design is taken, aligned to the CX frameworks, principles and toolkit ensuring reusability where appropriate (more often than not)
  • Design 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 with emphasis on delivering a great agent experience and simplicity
  • 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 Principal 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 solutions identifying improvements and taking ownership of CX for their segment
  • Building successful relationships and managing key stakeholders up to Director level
  • Coaching and leading a team of direct (or indirect) reports on the Enterprise Customer Experience Toolkit and continually developing them to raise standards
  • We'll also need to see these on your CV

  • Customer champion :
  • customer centric, demonstrates customer empathy with a proven track record for designing and delivering measureable customer experience improvements
  • Change agent

  • Experience required in applying customer experience, change or business improvement theory into practice in large organisations.
  • Experience of working in both agile and waterfall environments

    Stakeholder management skills :

  • Strong negotiation and influencing skills needed to challenge peers, leaders and suppliers to achieve the best customer outcomes
  • People leadership :

  • Able to set direction and to lead and influence a team (direct and indirect) to deliver.
  • Demonstrable understanding and sensitivity to different cultures.
  • Significant Business Improvement experience, ideally one of the following formal qualifications :

  • Lean Methodology (DMAIC / DMADV)
  • Awareness of Six Sigma (Green Belt or higher certification preferred)
  • Awareness of Business Analysis (BCS or IIBA certification preferred)
  • Process Design to BPMN Standard (Bronze Process / BPA / ARIS certification preferred)
  • Experience you would be expected to have

    Experience of product / solution design from concept through to delivery strongly preferred

    ARIS design experience strongly preferred

    Line management experience of small teams (-10)

    Ability to visualise, articulate and solve complex problems and concepts

    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

    Case studies / examples 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 facilitating customer experience workshops and co-creation sessions

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

    Experience communicating and influencing up to Director level in a corporate

    Connected leaders behaviours

  • Customer Champion
  • Solution focused achiever
  • 5 KEY SKILLS

  • Strong Process Design skills
  • Ability to create great customer experiences
  • Great stakeholder management / facilitation skills
  • Knowledge of Corp / Major business product set
  • Experience of digital and the process to create digital experiences
  • Why choose us?

    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 organizations 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.

    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.

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