Recruiter: Tom Ford

External Closing Date: 19th March 2024

Why this role matters

The communications a customer receives, when joining BT, using our products on a day-to-day basis, and when leaving us are fundamental to the way they view BT. By providing brilliant messaging we can hugely influence not just the customer’s perception of BT but our whole future relationship with them. We are transforming our portfolio to deliver 5G, Cloud and IP products and solutions for our customers, which is a critical component of BT’s digital transformation and simplification. We have started migrating all our customers to these new products and will retire Enterprise’s legacy portfolio fully by 2025. This migration is the largest, and most important customer focused change in our market, for us and our customers in the last 15 years. To meet the product, network and exchange closure timescales we need to accelerate Enterprise’s customer migrations. This requires an expanded migration programme to plan and execute sufficient migration activity across all our customer segments to achieve the optimum commercial and customer outcomes, on time. The role is important in ensuring our customers using unusual business uses for our legacy products are addressed as part of the migration journey. 

What you’ll be doing

•    Overall Management of the stop sell Notifications for products.
•    In-life management of the Notification process for the all-IP programme.
•    Conduct monthly reviews with all Stakeholders inline with the Notifications process.
•    Plan the customer notifications to the target customer groups for specific closures. Design the journeys and content of customer messages for new and existing products & services
•    Set the vision for the target experience and bring it to life for all stakeholders.
•    Support product owners in defining objectives & key results including user-centric measures. 
•    Responsible for issuing the customer notifications.
•    Build a central store and manage all project notifications to comply with any regulatory/audit requirements.
•    Work with the Prioritisation/Migration Managers to help track and report on the customer communication associated with the specific network closure.
•    Acts as the single point of contact for customer notifications for the channel relating to the Migrations programme.

Key Skills

•    Creation of proactive customer centric messages including notifications, KCI’s, Marketing messaging or Internal communications.
•    Appreciation and awareness of BT Tone of voice. 
•    Experience in notification planning and prioritisation. 
•    The development of customer journey maps, use scenarios, process flows and wireframes.
•    Stakeholder management at all levels and across functions.
•    Collaboratively developing ideas.  
•    Communicating ideas and explaining design decisions clearly.
•    Communicating complex information and processes across organisational boundaries to build a shared understanding.
•    Confidently making the case for design and prioritisation to senior stakeholders. 
•    Can report delivery progress to quality within tight timescales
•    Can understand technical, business, and commercial problems, and translate those into documented needs
•    Experience of working with legal, regulatory, experience design, and product teams in delivering good customer communication

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.