About the role

This role owns the definition, implementation and continuous evolution of the future AI-enabled Sales & Service operating model for Consumer, translating strategic priorities across cost, growth and customer experience into a deliverable operating model, investment plan and measurable business outcomes.

It combines enterprise-level strategy with hands-on delivery accountability, with a clear focus on how AI, data, automation and agent-based capabilities reshape customer engagement, service delivery, workforce models and commercial performance.

The role is accountable for designing and implementing AI-enabled, AI-native and agent-based operating models that define how human colleagues, AI assistants and autonomous agents work together across customer journeys, channels and service environments.

A key accountability is to determine, govern and deliver how AI capability is embedded across Sales & Service, ensuring:

• Reuse of capability across journeys and channels
• Alignment between strategy, transformation and delivery
• Ownership of delivery outcomes, adoption and benefit realisation
• Retention of control of core intelligence within BT, rather than embedding it within vendor platforms

The role acts as the accountable centre of the transformation, setting clear direction and driving delivery across Sales & Service so activity aligns to a coherent, scalable and AI-native operating model.

What you’ll be doing

• Own the strategic direction for Sales & Service, defining how the business delivers customer value, commercial growth and operational efficiency through an AI-enabled operating model.
• Design and implement the target AI-native operating model, ensuring customer demand is effectively managed across journeys, channels, service environments and agent-based capabilities.
• Define how human colleagues, AI assistants and autonomous agents work together to deliver seamless customer experiences, improved decision-making and measurable business outcomes.
• Lead end-to-end delivery of AI-led operating model transformation, converting strategic priorities into implemented business change, adoption and sustained operational outcomes.
• Translate strategic priorities into a clear transformation roadmap and delivery plan, aligning initiatives across customer experience, operations, commercial, product and technology teams.
• Establish value frameworks and success measures that connect business strategy, investment decisions, delivery milestones, adoption and benefit realisation.
• Define the principles, standards and governance that guide how AI-enabled capabilities are developed, scaled, reused and embedded across the organisation.
• Drive consistency and reuse across customer journeys, business domains and AI-enabled solutions to maximise efficiency, scalability and long-term value.
• Lead the evolution of workforce and capability strategies, ensuring organisational structures, roles and skills align to future AI-enabled business needs.
• Lead cross-functional teams across business, transformation, product and technology functions to implement the future Sales & Service operating model.
• Own operating model decisions, transformation priorities and delivery outcomes, balancing customer value, commercial impact, risk and long-term business performance.
• Establish frameworks and ways of working that enable consistent decision-making, effective governance and successful transformation delivery at scale.
• Ensure all activity across Sales & Service supports a clear strategic vision and contributes to the delivery of a customer-centric, AI-native and future-ready organisation.

Leadership Responsibility:

• Act as the accountable senior leader for the future Sales & Service operating model, owning strategic direction, delivery execution, benefit realisation and long-term operating model performance while engaging stakeholders at Director and Executive level.

Essential Skills / Experience

• Strategic Business Transformation & Delivery: Proven ability to define and deliver customer, sales or service strategies that drive measurable business outcomes within large, complex organisations, with clear accountability for execution and impact.
• AI-Native Operating Model Design & Delivery: Proven experience designing and implementing AI-enabled, AI-native or agent-based operating models within large-scale customer, sales or service environments.
• AI-Led Transformation Implementation: Hands-on experience delivering AI-led transformation and operating model change from strategy through implementation, adoption and benefit realisation.
• Customer Journey & Commercial Expertise: Strong understanding of customer journeys, demand, cost-to-serve, conversion, retention and customer value, with the ability to turn insights into strategic and operational action.
• Business Architecture, Service Design & Value Realisation: Expertise in business architecture and service design, creating scalable solutions, value frameworks and delivery measures that link strategic priorities to financial and operational outcomes.
• AI-Enabled Business Strategy & Agent-Based Models: Ability to apply AI, data, automation and agent-based capabilities to business challenges, understanding their impact on customer interactions, decision-making, operating models and organisational design.
• Senior Stakeholder Leadership & Accountability

Desirable Skills / Experience

• AI & Digital Transformation Leadership: Experience delivering AI, digital or data-led transformation programmes, combining strategic thinking with practical operating model implementation to drive business outcomes.
• Agentic Operating Model Design: Understanding of AI-enabled, AI-native and emerging agent-based operating models, with the ability to define how people, processes, technology, AI assistants and autonomous agents work together to create value.
• Workforce & Organisational Transformation: Experience developing workforce, organisation and capability strategies that support AI-enabled change and future business requirements.
• Customer Service & Operations Expertise: Proven experience operating within large-scale, customer-facing service environments, balancing customer experience, operational performance and commercial objectives.
• Strategic Investment & Portfolio Governance: Ability to shape investment decisions, portfolio governance and prioritisation frameworks that align resources to strategic goals, delivery priorities and measurable outcomes.
• Enterprise Change & Systems Thinking: Strong ability to connect strategy, operations and technology, ensuring transformation initiatives deliver scalable, sustainable and organisation-wide impact.

Our Package