Customer Engagement Manager - London, United Kingdom - BT Group

    BT Group
    BT Group London, United Kingdom

    3 weeks ago

    BT Group background
    Description

    What you'll be doing

  • Owns and manages the Best for Customer programme and governance at an exec level
  • Owns the planning and strategy for Wholesale Customer Learning requirements
  • Manages the online customer learning portal – Academy Point
  • Reports on how customer learning is impacting customer experience and NPS scores
  • Understands, defines and communicates the NPS roadmaps across Wholesale
  • Works with relevant stakeholders and work stream owners to ensure action is delivered to underpin the NPS targets
  • Build the communication plans for NPS delivery
  • Lead the engagement plan that helps to embed NPS and its importance across the wider organisation
  • Define and manage the NPS plans for Wholesale
  • Identify, size and forecast NPS impacts against improvement opportunities/initiatives and owns the sides and tracking of each value stream plans
  • Present NPS progress at an exec/Senior Management level

    • The skills you'll need

    Market AnalysisCommunicationCommercial AcumenStrategic PlanningKPI/Metric DesignBusiness Process ImprovementFinancial AnalysisForecasting, Planning & Budgeting

    What we would like to see on your CV

  • Quantitative and analytical skills to synthesize survey results
  • Be able to quickly understand the component parts of Wholesales strategic priorities
  • Define and communicate simply and articulately the insight that underpins and the activity that will deliver NPS leadership
  • Be able to simply define and document the NPS roadmap and channel strategy vision and explain how it fits and plays an important part of our strategy
  • Give a vision and pathway to step change the experience we offer our people and the customer today
  • Project management and planning skills – to define strategies to help support what our customers need and are asking for
  • Able to execute in a complex organisations.

    • Beneifts include

  • Competitive salary
  • Up to 10% on target bonus
  • Pension scheme (up to 10% BT contributions)
  • Flexible Hybrid working
  • Access to training and development to help you grow with us
  • 25 days annual leave (plus bank holidays)
  • Shares Plan
  • Flexible benefits: cycle to work, healthcare, etc.
  • Discounted BT products and services

    • Flexible Working

    BT have moved to a hybrid working model - you can work from home 2 days per week. This means you'll be at your contractual location 3 days a