Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at Openreach. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

This is an exciting opportunity to manage the deployment of change within communication providers and Openreach operations where you will be responsible for developing the business improvement activity. Apart of your role will be to also implement and sustain the changes that will measurably reduce costs, improve organisational efficiency, increase revenues, improve productivity and improve customer experience

You will ensure all process change is governed and aligned to the end-to-end customer experience, this involves working with the transformation programmes and our product, operational and system counterparts to continuously improve our processes in life to drive improved perception of Openreach based on resolving issues.

You'll have the following responsibilities

• To design, develop, deliver, embed and own appropriate quality business improvement and change initiatives, you will be responsible for delivering the success criteria defined by our communication providers and/or business unit

• Act as a recognised expert in understanding and resolving process, system, behaviour issues seen across service delivery and our communication providers, driving improved efficiency service and customer perception

• Lead a multidisciplined matrixed team through the discovery phase of any business improvement and change initiative they own

• Support programme managers in business case build, providing the required analysis and business case benefits methodology and justification, enabling required capex spend to be secured and benefits to be built into the relevant cycle and business unit targets

• To work with the process owner to Lead the evaluation of existing processes using appropriate tools and techniques and methodologies, recommending process/procedural change where appropriate to identify non-value add activities within the E2E process flow plus value stream mapping aligned to new target operating model, working with the operations and systems teams to remove that waste tactically or feed business improvement projects to deliver through strategic initiatives 

• The ability to manipulate data using tools such as excel, MS Access, SQL, Minitab and produce meaningful insight with narrative and recommendations as an output to deliver customer and service delivery benefitting change

• To undertake Root Cause Analysis using the appropriate tools, techniques and data in relation to, Customer Satisfaction, Process Management, Quality Management and Operational Effectiveness. 

You'll have the following skills & experience

• Make change happen, this is the difference between doing the job and driving the business forward. We should not be passive observers but go out and help the business shape and deliver the best possible outcomes. We should exploit opportunities to make those outcomes happen and actively drive to completion including realising benefits.

• Good understanding and use of business improvement, analytical tools, techniques and behaviours to ensure effective coaching and programme delivery. 

• A self-motivated team player with a collaborative approach

• The ability to test and challenge current thinking and implement new approaches, practices and policies.

• Good ability to influence decision makers up to and including directors and down to the field engineers within operational teams.

• Strong communication skills with the ability to write and model process and procedure documentation and present technicalities to a non-technical audience

• Certified in business improvement methodology such as Lean Six Sigma is desirable

Benefits

As well as offering a competitive base salary, you'll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer. 

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We're creating an inclusive working culture where people from all backgrounds can succeed.

About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.

We're a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses. And we’re on a mission - to make the country’s digital network services faster, better and more affordable.

Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.

So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today? You can read more here about working at Openreach.

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!