Job Description

About this role

Full time, 3 days a week together in either or Manchester, Bristol or London Digital Hub (flexible 2 days remote wherever).

This role is accountable for the design and execution of a vision, strategy and plan to increase digital adoption and engagement across the business service journeys. We are undergoing a significant transformation of our digital experience and we want more of our customers to experience the brilliant benefits that this brings. You will need to identify the right initiatives and levers that impact our adoption and engagement KPIs, balancing cost, time and effort to maximise value. And you\'ll need to work effectively across the organization, building the right relationships to make your plan a reality. You\'ll work closely with our Digital Product team to identify the key customer messages and develop a narrative that will help to drive the adoption and engagement agenda across all channels. You\'ll define what success looks like and manage the ongoing measurement and reporting of progress. This is an exciting and high profile opportunity to have a significant and measurable impact in the transformation of BT\'s Digital future.

You will have the following accountabilities

• Develop and implement Digital adoption strategy to drive a significant shift in digital channel share for service journeys.
• Identify and prioritise digital engagement initiatives based on business KPIs, cost to deliver, time to deliver.
• Be the first point of contact and link to drive successful digital engagement initiatives from planning to execution as well as communications to sales and service frontline teams.
• Liaise and co-ordinate effectively with stakeholders across multiple functions to design and deliver channel specific activity that increases Digital Product adoption and frequency of usage.
• Work with Brand to create Messaging guide & accompanying assets for cross channel usage.
• Facilitate Digital Product \'roadshows\' across the wider business estate to foster buy in as appropriate.
• Support and develop the knowledge and understanding of our digital capability and corresponding processes.
• Identify key changes in processes, procedures and practices that are needed to achieve change and deliver the planned benefits.
• Regular review/management on performance analytics of key KPI\'s - interpreting the data to create \'real world\' initiatives as appropriate.
• Represent and highlight \'adoption blockers\' and \'engagement barriers\' into digital programmes and contribute to the prioritisation of product feature backlogs.
• Work with Internal Communications teams to ensure Product specific messages land effectively and regularly.

You\'ll have the following skills & experience

• Experience of digital and human assisted customer service and sales technologies and channels
• Excellent track record of personally leading large operational change and business improvement, optimising resources - people, processes and technology
• A deep understanding of digital take up and customer usage across sales and service channels.
• Proven experience of building and maintaining strong, long-lasting relationships with the ability to influence and manage senior stakeholders.
• Strategic thinking, capable of sound decision-making and able to consider wider business issues alongside considerable grasp of the detail.
• Ability to demonstrate innovative thinking and have broad knowledge and commercial aptitude to contribute ideas on all aspects of the organisation, with the gravitas to influence at the most senior levels.
• Effective communication, interpersonal and leadership skills

• Strong written and verbal communication skills and are great at simplifying the complex.
• Passion for delivering an outstanding user experience and can develop a deep understanding of a complex product and its use cases.
• Able to work in a highly complex environment, break down problems into manageable chunks and articulate solutions to these problems to colleagues as well as senior stakeholders.
• Able to work independently with minimal supervision, following work through to conclusion.
• Relevant experience in a technology focussed organisation

Leadership accountabilities

• Leading inclusively and safely - I inspire and build trust through self-awareness, honesty and integrity.
• Owning outcomes - I take the right decisions that benefit the broader organisation.
• Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.
• Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making.
• Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation.
• Building for the future - I build diverse future-ready teams where all individuals can be at their best.

Benefits

• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Life Assurance
• Pension scheme
• 50% off EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV with TNT Sports and NOW Entertainment
• 30% discount for friends and family on EE mobile pay monthly and SIM only plans

How to Apply

It\'s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don\'t worry if you need to make changes - you\'ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

BT