Business improvement professional

Job Req ID:  1156
Posting Date:  20-Sep-2022
Function:  Corporate Functions

Snowhill, Birmingham, United Kingdom

Salary:  Competitive with great benefits

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.

About this role - based in either Birmingham, Manchester, Bristol, Darlington or Londonderry

We have an exciting opportunity to become a Business Improvement Professional within BT.

This will be an exciting part of the business to work in, you will be in an area where we support our Customer Facing Units (CFUs), working alongside them to create ideas which will develop the organisation. Developing business cases will be a key part of your role, as you will be presenting these to the CFUs, impacted stakeholders and finance teams for approval.

No day will be the same, you will work with different stakeholders and explore different opportunities. You will be adaptable and resilient to ensure peak performance throughout, and with your great stakeholder management skills, you will be able to fully engage people across all areas of the business.
There will be many exciting opportunities to shape the way we work and to make a real impact on the way we operate.


You'll have the following responsibilities

•    Maintenance and improvement of BT customer experience results across Customer Facing Units (CFUs). 
•    Understand strategic CFU and end customer priorities and how BI activity will deliver tangible improvements in customer experience
•    Leading and supporting the delivery of aspects of analysis that will result in the delivery and identification of change initiatives to improve Billing Customer experience
•    To support the BI Specialists and Managers, Senior Manager of Strategy & Customer Experience/Director of Billing as required in order to gain support for Billing CE plans 
•    Act as a CFU interface at appropriate levels (Senior Manager) using understanding of analysis undertaken to ensure all new products/services are designed to deliver the optimum Billing Customer experience

You'll have the following skills & experience

•    Good challenging, negotiation, and innovation skills 
•    Good communication and stakeholder management relationship skills required to resolve problems under pressure and without blame 
•    Understanding of customer experience and PTC impacts and mitigations 
•    6 Sigma and/or Business Insight experience 
•    Ability to assess root cause analysis and translate it into potential initiatives and actions to improve customer experience 
•    Business case management - assist in the preparation and management of business cases and/ or proposals to justify programmes and/ or projects. Help to make sure that the benefits and desired outcomes are clearly identified and defined
•    Business partnership & consulting - act as a trusted advisor and build strong relationships with colleagues
•    Customer insight - use your knowledge of our customers, their context, and preferences to identify and maximise sales opportunities and provide recommendations
•    Improvement focus - analyse, question, and challenge the way things are done to optimise processes and deliver excellent outcomes
•    Systems thinking - engage with a whole system to discover its connections, dependencies, dynamics, and constraints. Work to understand the links between structure, people, process, and technology. Apply this knowledge to inform decision making and solve complex problems
•    Strategy implementation - operationalise strategies by delivering improvement projects and initiatives and tracking progress 

•    Competitive salary and on-target bonus plan
•    World-class training and development opportunities
•    25 days’ annual leave (not including bank holidays)
•    Discounted broadband, mobile and TV packages
•    Share option and pension scheme programmes
•    Flexible benefits to fit around you

About British Telecom
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..