Apply now »

Warning of planned maintenance

BT Group Careers will be unavailable from 22:00 (UK time) Friday 14 November, to 05:00 (UK time) Saturday 15 November.

Head of Product Marketing - 12 months fixed term contract

Job Req ID:  52965
Posting Date:  10 Nov 2025
Function:  Product & Propositions
Unit:  Consumer
Location: 

One Braham (4140), London, United Kingdom

Salary:  Competitive

Closing Date: Wednesday 19th November 2025

Location(s):  Birmingham or London

 

Flexible Working


The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. 

 

 

BT Consumer

 

We run the biggest and best fixed broadband and mobile network services in the UK with an ambition to be the country’s most trusted connector of people. We bring together the BT, EE and Plusnet brands to serve more than 25 million subscribers and connect for good.Because we own the best networks for mobile and broadband, the biggest and most exciting tech brands in the world partner with us so we can bring our customers new products and services beyond the connectivity we’ve always been famous for. That includes gaming, TV, entertainment and home and cyber security.We handle 100% of calls and customer enquiries from our UK-based contact centres. And we have more than 400 stores on high streets across the country, including our EE Studio and Experience stores that invite people to try new  technology for themselves and see how it can make their lives better.

 

Our networks and services keep you connected and entertained. Our mobile products run over the UK’s best network, with EE’s 4G and 5G speeds covering more than 90% of the UK. EE’s 5G connectivity is available to more than 80% of the UK population.Our ultra-reliable broadband is available at more than 99% of UK premises. With guaranteed speeds to keep you streaming, gaming, watching TV and connecting to the things that matter most. Our full fibre broadband is designed to meet our customers’ online demands using the UK’s most reliable broadband technology.And we continue to roll out the next generation of broadband and mobile services, with Wi-Fi 7 and 5G standalone. Wi-Fi 7 gives customers higher speeds and greater capacity in the home, while our 5G standalone mobile network is designed to handle the game-changing services of the future and a growing range of AI-powered devices, from smartphones to laptops, tablets and more.

 

The Scope

 

A high-impact leadership role at the intersection of product strategy, customer experience, and commercial performance. You will lead the Product Success team to drive market leadership, sustainable growth, and exceptional customer outcomes.

 

You’ll shape product vision and strategy by turning customer insights, market intelligence, and performance data into a roadmap that balances innovation with commercial discipline.

 

You will own the 360-degree view of product performance—embedding customer-centricity through Net Promoter Score (NPS), translating data into action, and identifying opportunities for growth and margin improvement. Through cross-functional collaboration, you’ll ensure products succeed not just at launch but throughout their lifecycle, delivering value to both customers and the business.

What you’ll be doing

 

Shape Product Vision & Strategy

  • Co-create and communicate a compelling product vision and roadmap that balances customer needs, business objectives, and market opportunities.

 

Drive Go-to-Market Excellence

  • Lead cross-functional planning for product launches and feature rollouts, ensuring integrated positioning and flawless execution.

 

Own Product Performance

  • Monitor end-to-end product performance using customer feedback, commercial outcomes, and operational KPIs; identify gaps and lead interventions.

 

Champion Customer Experience

  • Embed customer insights into decision-making and champion enterprise-wide adoption of Net Promoter Score (NPS) as a key metric.

 

Lead Business Case Development

  • Create investment-grade business cases for strategic initiatives, grounded in customer insight, market analysis, and financial modeling.

 

Enable Customer Engagement & Adoption

  • Design initiatives to accelerate adoption and satisfaction; collaborate with marketing and customer experience teams on engagement strategies.

 

Provide Strategic Enablement

  • Act as a strategic partner to internal tribes, ensuring alignment with product success objectives and customer experience standards.

Experience needed to be successful in the role

 

Strategic Leadership

  • Proven track record in senior product management, customer experience, or strategy roles; ability to turn ambiguity into clear, actionable strategies; strong stakeholder management and influencing skills.

 

Customer & Commercial Expertise

  • Deep knowledge of customer insight, product lifecycle management, and go-to-market strategy; experience implementing NPS programs; strong commercial acumen including margin assurance and profitability analysis.

 

Business Case Development

  • Ability to create compelling, investment-grade business cases grounded in market analysis and financial modeling to secure strategic initiatives.

 

Analytical Excellence

  • Advanced analytical skills with experience in performance measurement and data-driven decision-making across product portfolios.

 

Communication & Collaboration

  • Exceptional written and verbal communication skills; proven ability to influence through insight and narrative and drive cross-functional alignment on complex initiatives.

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.

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’ 

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development. 

 

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.

Apply now »