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Digital & Customer Experience Workstream Lead

Job Req ID:  48313
Posting Date:  27 Jun 2025
Function:  Strategy, Transformation & Business Intelligence
Unit:  Business
Location: 

One Braham (4140), London, United Kingdom

Salary:  Competitive

Closing Date: Wednesday 9th July 2025

Locations: Birmingham, Bristol, London and Manchester

The Scope

The Digital & Customer Experience Workstream Lead plays a critical role in BT Business’ transformation, embedding digital-first thinking and customer-centric design into how we operate and serve. By leading change across digital platforms, journeys, and service models, this role ensures we deliver seamless, intuitive experiences that meet evolving customer expectations.

 

Through the delivery of digital capabilities, automation, and experience-led design, the role drives improvements in efficiency, satisfaction, and loyalty. It’s about turning insight into action - transforming how customers interact with BT Business and how we deliver value at every touchpoint.

What you’ll be doing

  • Leading the end-to-end delivery of the Digital & Customer Experience transformation workstream, ensuring alignment with BT Business and Group strategic goals.
  • Driving cross-functional coordination to embed digital capabilities across Sales, Product, Digital, and Operations
  • Collaborating with the Customer & Colleague Experience Director to ensure Tx initiatives align with the overall Cx vision & strategy for Business.
  • Identifying and managing delivery risks, interdependencies, and capability gaps related to digital and experience-led transformation initiatives, in partnership with Cx.
  • Supporting planning, prioritisation, and benefit framing for initiatives that improve customer journeys, enable channel shift, and streamline digital experiences, ensuring alignment to overall Cx vision.
  • Acting as a transformation partner for initiatives involving automation, self-serve enablement, and AI-powered customer interaction tooling.
  • Resolving delivery blockers and ensure momentum across the workstream, collaborating closely with functional owners without duplicating BAU remit.
  • Tracking and report on workstream CAPEX, KPIs, and performance metrics in partnership with the central PMO.

Experience needed to be successful in the role

Essential expertise:

  • End-to-end transformation delivery experience, leading complex cross-functional programmes focused on digital enablement, customer experience, or service redesign.
  • Proven ability to deliver improvements in digital journeys, channel shift, self-serve enablement, and automation – ideally across multiple business functions such as Sales, Product, Digital, and Ops.
  • Strong understanding of customer experience strategy and design thinking – able to translate vision and insight into delivery outcomes that improve satisfaction, loyalty, and operational efficiency.
  • Experience embedding digital-first capabilities – such as platform modernisation, AI/chatbot tooling, and workflow automation – that improve customer and colleague experiences.
  • Skilled in benefit framing, KPI tracking and CAPEX ownership – with experience working closely with PMO and Finance functions.
  • Ability to partner closely with senior stakeholders (Exec) to shape prioritisation, manage delivery risks, and adjust direction based on insight or blockers.
  • Demonstrated success in managing interdependencies, capability gaps, and blockers, while maintaining momentum and separation from BAU activities.

 

Delivery toolkit (hard skills):

  • Proficiency in programme and project delivery methodologies – Agile, Scaled Agile, Lean, or hybrid models.
  • Experience using tools like Jira, Confluence or equivalent for programme tracking and stakeholder alignment.
  • Familiarity with CX measurement and tooling (e.g. NPS/CSAT tracking, service journey mapping, or VOC platforms).
  • Working knowledge of AI, automation, self-serve portals, or digital service platforms.

Benefits

  • Annual on target bonus 15% (personal and company performance multipliers)
  • £5,500 car allowance (can be taken as cash)
  • Family health cover
  • BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
  • 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
  • 2 weeks carer’s leave 
  • From January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
  • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
  • Life Assurance (4 x life cover pay)
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
  • My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
  • Discounted EE TV including TNT Sport and the NOW Entertainment membership.
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • Volunteering days so you can give back to your local community.
  • Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
  • 24/7 private virtual GP appointments for UK colleagues

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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