StandardSalary : Competitive
Apr 4, 2019, 5 : 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 : -
We'll also need to see these on your CV
Experience of working in both agile and waterfall environments
Stakeholder management skills :
People leadership :
Significant Business Improvement experience, ideally one of the following formal qualifications :
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
5 KEY SKILLS
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-
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.