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 BT, 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 BT. 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

Our ability to deliver brilliant personalised experiences for all of our 30m customers is fundamental to our future success. As a business we are investing extensively in the automation of our operations and networks, and in building our base management and data capabilities. This will allow us to take better decisions with data and to act on them in an automated way across all our customer interactions.

Data driven automation and decision making has never been more important to BT.  It will allow us to create the best personal experiences for all our customers across our outbound, inbound assisted and digital channels. 

The Decisioning Chapter will lead in the design, build and continual optimisation of the data products and solutions we create, to deliver personalisation at scale.  

Data has never been more important to BT. We’re creating the best personal experiences for our customers to help them stay connected, and that mission is all underpinned by high quality, low latency data. 

In this job, you’ll be accountable for building decisioning and using toolsets to leverage data capabilities for decisioning. You’ll be performing quality checks in accordance with quality control processes and ensuring that the relevant targeting, segmentation and customer journey overlays required to support the development and implementation of the customer contact plan are correctly applied

You’ll be accountable for leading a small decisioning build team to ensure that the right action happens for the right customer across all of our channels. You will coach and develop your people to create a high performing team. 

You'll have the following responsibilities

Responsible for building decisioning within SLA timelines and to quality using decisioning toolsets (inbound or outbound)

Developing and coaching your people

Responsible for campaign build

Performs quality checks of data extracts and / or decisioning in accordance with quality control processes to ensure that data produced is correct

Provides data and technical expertise to stakeholder to optimise customer contacts across all channels to deliver an integrated, sequenced communications programme for each customer

Ensure that the relevant targeting and customer journey overlays required to support the development and implementation of the customer contact plan are correctly applied

You'll have the following skills & experience

Strong business acumen, with experience of managing stakeholders and influencing strategy by partnering and educating

Excellent communication skills with the ability to articulate and present complex information concisely to both technical and non-technical audiences

Strong ability to drive change

Excellent influencing and negotiation skills to deliver the right outcome for the business 

Coaching and Developing

Leading and Implementing Change

Focusing on the Customer

Decision making capability

Experience it is expected to have;

Experience of working on Pega (certified)

Experience in software delivery and prioritisation

Proven delivery of agile delivery methodology 

Information Systems/ statistical/ programming background or similar

Change management experience with ability to convince, negotiate, overcome resistance and build consensus & enthusiasm

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. Benefits of working for BT include:

Competitive salary

25 days annual leave (plus bank holidays)

10% on target bonus

Option to join the Healthcare Cash Plan

Pension scheme

Shares Plan

Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.

Discounted BT products

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.

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

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!