Job Description

Recruiter: Daniel McCarthy
Career Grade: D
Internal Closing Date: 18/9/25
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We're 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. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
Why this job matters
One of BT's strategic priorities is to deliver differentiated and standout customer experiences. Network data forms a crucial input into the design , planning and investment in our network. Capturing, analysing and presenting this data insightfully and reliably will provide the bedrock for a successful future network, and drive improvements based on customer experience. Supporting our innovative monitoring and analysis tool is crucial to allow this to happen and to protect and enhance our customers experience.
What I'll be doing - your accountabilities

• Designing and Planning Customer Experience Management and Network Performance Management systems to meet business requirements.
• Liaising with relevant departments and internal customers to keep track of evolving requirements
• Driving and influencing vendor product roadmaps and innovation
• Building business cases as appropriate.
• Supporting the wider Customer Centric Experience Design and Operations team.
• Producing timely high quality documentation to support projects such as high / low level designs, or business as usual work packs

Skills Required

• Ability to analyse requirements and clearly document and articulate recommended solutions.
• Participating in and lead, project groups. In particular the ability to drive technical solutions.
• Build compelling business cases for proposed investments.
• Experience of using, or designing Performance Management or CEM systems, or other network monitoring systems.
• Proactively drive vendor roadmaps
• Ability to identify and follow relevant BT processes
• Analytical thinking to identify solutions

Experience you would be expected to have

• Experience of managing relationships with suppliers and third-parties, of product/feature selection and of delivering those products into a production environment.
• Experience in mobile/fixed telecommunications industry in the role of a designer with business-critical, high-availability / high-throughput systems and networks.
• Understanding of Network protocols used in mobile telecoms

A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the , please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Skills Required