Location: London, Birmingham, Bristol or Manchester

Why this job matters

The CX Trials team are responsible for signing off all major product launches in Business – confirming that products/solutions have been properly trialled and piloted, with the relevant quality checks met. The CX Trials Manager is a senior managerial role with line management responsibility for a team of CX Trials Specialists and Professionals who are focussed on a particular product tower (Mobile, Connectivity or Voice) and are supporting all 4 sales segments of BT Business (SMB, CPS, Wholesale and Global).

They have a reputation for ensuring “no surprise” launches across their segment on a consistent basis, to build a better business and deliver a brilliant customer experience. The CX Trials Manager recommends whether the product or proposition meets the defined customer experience and suggests improvements that can further enhance the experience post launch. The CX Trials Manager recommends to their Product tower and the trial-associated segments a Go / No Go decision based on the trial and their informed risk review, balancing speed to market with quality to market.

What you’ll be doing

• To lead a team of people to be brilliant, setting ambitious targets and creating the right culture for people to succeed. 
• The individual is able to mentor and guide their team, ensuring they perform at their maximum potential. 
• They are expected to have in-depth knowledge of all trials being planned and executed by their team 
• Ensures successful execution of Trials managed by their team to agreed methodologies, timelines and budgets. 
• Ensures that the customer experience can be measured during the trial and validates that the customer experience target has been met prior to launch. 
• Provides recommendations on enhancements to be delivered post launch. 
• Accountable to senior forums to reporting on the progress of the trial, any blockers, and working through to resolution. 
• This role has key stakeholders at Senior Manager, Principal, Director and MD level. 

Skills required for the job

• Experienced team leader 
• Able to demonstrate clear and concise Executive level reporting 
• Senior and powerful voice required when dealing with wider programmes stakeholders, with a high level of pragmatism and influence 
• High level of autonomy required with strong decision and influencing skills 
• Able to challenge, influence, negotiate and innovate at senior levels of BT (up to Director level) 

Experience you would be expected to have

• Stakeholder management
• Team leadership
• Project management/ planning
• Process management/ design
   

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.

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.