Head of Customer Experience Strategy
An exciting opportunity has arisen within BT for an experienced professional to join us and help define the strategy to deliver major customer experience (CX) improvements through the definition and planning of complex change initiatives and investments.
The successful candidate will be accountable for defining and executing key aspects of Wholesale and Ventures (W&V) Customer Experience Strategy including the definition of the service models supporting the delivery of W&V's strategic ambitions. The accountability encompass supporting the definition and specification of pan-LOB customer experience strategy and providing CX leadership across the W&V LoB, including the production of relevant service designs, business cases and the production of strategy documentation presented at a W&V board level. As a result, the role holder will work across a complex Pan-W&V stakeholder group and has impact and influence at MD/Director level.
You'll be responsible for the development of long and medium term customer experience plans, defining the LOB requirements and impact of group and LOB Customer Experience initiatives. Ensuring that all opportunities are analysed, the role holder builds specific W&V CX transformational plans and is responsible for the analysis of opportunities and risks and planning the implementation of suitable initiatives across the LOB.
You will own the CX Capex plan for W&V and works closely with key stakeholders to prioritise competing initiatives based on structured benefits analysis. You will need to work closely with key stakeholders, particularly in Products, Markets and Operations, to ensure business benefits are accurately stated ensuring a cross-W&V lens is applied to all investment decisions. Uses external benchmarking, research and analysis to support the production of the W&V CX plan.
At BT, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.
We value different perspectives, skills and experiences. We're happy to consider ways of working that will mean you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we'll do our best to get the balance right.