Location: London, Birmingham or Bristol

Hybrid working, 3 days offices/2 days remote

About EE

We’re EE. We are the biggest mobile and broadband operator in the UK and we have a relationship in every second household in the country. But we’re for everyone, on any network – serving up new tech, new services, and heaps of inspiration for every aspect of your connected life.

We’ve been awarded the UK’s best network for the last 10 years. It’s central to our vision – to be the most personal customer-focused technology company in the UK.

That means earning a place on customers’ home screens by offering them more than ever before, whether that’s helping their home run smarter with EE Home, levelling up their play with EE Game, helping them work on their terms with EE Work, or even unleashing their kids’ learning with EE Learn. 

We’re also part of BT Group, which we’re even bigger than you might think. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding. 

Why this job matters

Next Best Action (NBA) is the new machine learning capability by which we deliver personalisation at scale for our business.  Being part of the team means actively contributing to the development and implementation of our personalisation strategy, ensuring that we make informed decisions to enhance customer experience and drive positive commercial outcomes. 

Next Best Action : Go To Market SPO is a senior role in the NBA team which requires senior leadership skills to manage commercial trade-offs, protect channel customer experience and balance trading priorities. The roll-out of NBA leads to a significant change in ways of working with our channels, this role is key in building strong relationships and maintaining delivery whilst supporting how the operating model can adapt.

This role is the starting point for omnichannel orchestration, stitching together customer journeys via NBA across our channels.  The team facilitates cross-functional ways of working to enable our communications to reach our customers to achieve desired business outcomes.  Ongoing optimisation of communications and channel approach is crucial, utilizing data and analytics to shape how changes are implemented.

This role is a great opportunity to shape the future of Base Value & Personalisation and the rest of the business, as this role is a key driver of transformation initiatives across teams, making strategic decisions and helping create an impact on business growth.
 

What you'll be doing

1. Responsible for balancing NBA content requirements across stakeholders & protecting the customer experience to guide how NBA operates across new and live locations
2. Drive channel engagement for live locations, optimising performance, identifying base gaps & enhancing customer experience – a key part of the role is the senior stakeholder engagement across Digital (App/Web) and Orbit (Contact Center and Retail)
3. Your team will be the custodians of customer experience, owning location guardrails, location experience policies and the prioritisation framework on behalf of the Base Value & Personalisation team (e.g. contact frequency, experience trade-offs)
4. Manage the front door for new NBA Action card requests, apply governance to briefs & prioritise backlog for Action card squad to align to Marketing Go To Market deadlines 
5. Manage channel requirements, go to market launch activity and processes for new location roll-out 
6. Maintain legacy processes to support Outbound clash management and coordinate combined comms deployment plans for high priority launches 
7. Act as a consultant to support new NBA locations that need requirement defining such as Outbound and Paid Media 

Leadership responsibilities

1. Scoping, defining and influencing ways of working across different teams to include processes and optimum operating models, reporting back to Directors 
2. You’ll manage a team of one (+ Capex funded resources) and be responsible for their growth and development whilst managing through change in a fluid team environment 
3. Ability to lead a cross-functional agile squad and get the best out of the areas of expertise to achieve OKR’s

What you’ll be doing

1. Accountable for having the right level of NBA cards by location 
2. Accountable for the overall quality control of NBA – driving improvement in customer experience 
3. Own the central management of ATC categories and the development of the ATC capability roadmap to improve, as a result the customer experience 
4. Drive expansion of NBA across more locations (prioritisation, performance) 
5. Coordinate the management of existing locations, how the ongoing changes impact the experience and performance 
6. When a new location goes live, making it a well understood process, driving squad attention to fill the location, reviewing and setting up ATC and prioritisation with the location owner, fulfilling the reporting needs 

The skills and experience you will have under your belt

Must have

• Strong commercial skills required and deep customer base management expertise, with direct experience of leading base management strategy across lifestages  
• Ability to work in a trading rhythm (i.e. daily/weekly decisions) 
• Strong experience in defining and then managing the delivery of new capability, used in a commercial context 
• Ability to influence senior stakeholders across a range of complex issues, primarily at Director level but up to MD
• Adept at prioritising high volume of tasks and manage deadlines in a fast paced environment 
• Critical thinking skills with the ability to analyse situations, identify problems and create possible solutions 
• Strong listening, communication and persuasion skills required, with demonstrable experience of managing competing priorities successfully
• Forward thinker and self-motivated to drive cultural and business change  

Would be good to have

• A basic understanding of NBA or AI personalisation tools and how they operate 
• Deep knowledge of Digital journeys and/or Contact Centre capability
• Customer journey orchestration across channels - how customer data and communications can connect
• Previous experience working in an agile set-up would be a plus but not essential 
   

What's in it for you? What are the benefits?

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. 

• Competitive salary
• 25 days annual leave (plus bank holidays)
• Private healthcare for you and your family
• £5500 car or cash allowance
• 15% on target performance bonus
• Life Assurance
• Pension scheme if you pay in 5% BT will pay in an additional 10%
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 50% off EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV, including TNT Sport and the NOW Entertainment membership, and 25% off NOW Sport, Cinema and Kids
• 50% discount for friends and family on EE SIM only plans
• World class training and development opportunities
• Volunteering days so you can give back to your local community

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.
 

Our leadership standards

Looking in:
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.

Looking out:
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.

Looking to the future:
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.

We value diversity and celebrate difference. 

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.

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.