Transformation Manager

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.

Why this role matters:

It’s an exciting period of growth for SME as we make a substantial investment to build a innovative, modern and highly effective sales operating model that delivers improved customer experience and sales performance. This role will be critical to the delivery of our business transformation objectives.

Drawing on knowledge of industry best practice, and working closely with internal and external experts, our channel architecture transformation manager roles will be responsible for designing new and improved end-to-end sales processes, that underpin a best-in-class sales operating model, and best serve our customers through the full breadth of sales channels – including digital, desk, retail, field, and indirect partners.

Roles and Responsibilities:

· Accountable for transforming current, end to end sales processes, and assessing issues, gaps, and opportunities to improve these processes for the future SME operating model

· Supports the development of a business architecture for SME that encompasses people, process & technology

· Applies business process management tools, techniques and methodologies to evaluate existing processes and effectively deliver business process improvements

· Engage directly with end users to ensure requirements and solutions meet their needs

· Delivers consultancy and conducts analysis for projects, identifying and implementing opportunities for simplification, efficiency and enhancement to deliver business process improvements, customer satisfaction, cost reduction and revenue growth. Making recommendation

· Map and design future processes – running experiments an incubator environment, and then deployed into live operation

· Work with BT Digital and other 3rd parties who support implementation to ensure solutions delivered are in line with our vision

Skills and experience:

· Process mapping and design – strong end-to-end process mapping and design skills; knowledge of process interaction with systems interfaces – an Agile methodology accreditation, CI accreditation, or similar is desirable.

· Agile product management – ability to empathise with end users to translate their requirements into solutions that meet their needs and drive enhance sales performance

· Systems thinking – provide technical expertise to evaluate the impacts and links between structure, people, process and technology, by thinking through the whole systems context, and new perspectives and insight, before taking on projects.

· Improvement focus – collaborate to identify how work activities across teams are related and highlight inefficiencies; help to remove barriers and make recommendations on the resources or support needed to improve processes.

· Business partnership and consulting - establish working relationships with stakeholders and build a rapport to become a trusted advisor; identify strategic issues and raise questions to help stakeholders explore and understand wider business challenges; recommend solutions to help team and stakeholders achieve their objectives.

· Begin and ends with the customer - role models that customers are the reason why we have a business; places the achievement of excellent customer solutions at the heart of the organisation

Rewards and Benefits:

· Competitive salary

· 10% on target bonus

· 25 days annual leave, plus bank holidays

· Pension scheme (5% from you, 10% from BT)

· Flexible benefits

· Employee discounts (50% off EE for you, 30% off EE for friends & family and discounted BT broadband & TV)

Job Type: Full-time

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Birmingham