Senior E2E Colleague Experience Manager

TL;DR

Senior E2E Colleague Experience Manager: Enhancing the internal environment to enable front-line teams to deliver excellent customer experiences with an accent on the colleague journey, the systems they use, and the E2E journey they follow. Focus on improving internal processes and communications to reduce employee pain points and improve customer outcomes.

Location: Hybrid working 3 days in office 2 days wherever to suit you in London, Birmingham, Bristol, Manchester

Company

BT is 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.

What you will do

• Lead end-to-end journey management, ensuring each stage is well connected, eliminating silos and pain points for colleagues.
• Collaborate with stakeholders to equip the insights team with the correct data for the one point of truth reporting.
• Oversee initiatives to improve internal systems, knowledge bases, and tools used by customer-facing teams.
• Champion tool enhancements or new solutions so employees can serve customers more efficiently.
• Set up Voice-of-Employee (VoE) feedback loops and gather VoE through surveys to pinpoint colleague frustrations and improve enablement.
• Monitor colleague experience performance across channels and journeys, ensuring that issues that span multiple departments are addressed holistically.

Requirements

• Strategic and Enterprise thinking.
• Colleague Experience Expertise (CX/EX).
• Data and Insight measurement.
• Change, Organisational transformation and delivery.
• Business Process Improvement.
• Digital & Technology Acumen.

Culture & Benefits

• 15% on target bonus.
• Health Care.
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%.
• 25 days annual leave (not including bank holidays), increasing with service.
• World-class training and development opportunities.
• Option to join BT Shares Saving schemes.