Customer Experience Trials Operations Manager

Recruiter
BT Group
Location
Easton, UK
Salary
Competitive
Posted
14 Aug 2019
Closes
20 Aug 2019
Ref
1234337184
Contract Type
Permanent
Hours
Full Time
Job Description - Customer Experience Trials Operations Manager (118660)Job description Customer Experience Trials Operations Manager (118660) Job function : Service enablementMain location : UK & Ireland-United Kingdom-LondonOther Locations : UK & Ireland-United Kingdom-West Midlands-Birmingham, UK & Ireland-United Kingdom-Avon-BristolSchedule : Full-timeWorking pattern : StandardSalary : Competitive with great benefitsClosing date : Aug 18, 2019, 5:59:00 PM CX Trials Operations ManagerLondon, Birmingham or BristolOur purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.Why this role mattersThe CX Trials team are responsible for signing off all major product launches in Enterprise - confirming that products/solutions have being properly trialled and piloted, with the relevant quality checks met.The Trials Operations Manager is accountable for ensuring the CX Trials team operates consistently and effectively on all projects.They have a reputation for creating, and evolving, standardised methodologies and processes that result in the delivery of a world class trials experience.The role-holder will also ensure that the resource across the CX Trials team is sized to meet the demands of the business and works with stakeholders to prioritise demand when required.What you'll be doingTo 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
Create, refine, socialise and evolve CX Trials methodology and processes that are understood by all concerned
Ensure the CX Trials team have the skills and tools to deliver trials from a customer perspective
Work very closely with the Senior Manager, Operations and Capabilities to report progress, resourcing needs and annual planning for the CX Trials team
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 We'll also need to see these on your CVExperienced team leader
Able to demonstrate clear and concise Executive level reporting
Experienced in running a project management office function and/ or designing processes
Ability to balance business operational needs with providing an excellent customer experience
Able to challenge, influence, negotiate and innovate at senior levels of BT (up to Director level) Why choose us?We have around 1.2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall we're focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republic of Ireland.Our Wholesale business helps communications providers (CPs) and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.We value different perspectives, skills and experiences. We're creating an inclusive working culture where people from all backgrounds can succeed. That's why we welcome applications from all parts of the community.

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