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Business Improvement Specialist: NPS, London





London, United Kingdom 

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**Business Improvement Specialist - NPS** **London** Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this. **Why this role matters** This role is at the heart of helping our Consumer business to deliver its ambition to be best in class for customer experience. The core purpose behind is to build and deliver programmes of work to launch and embed all levels of the Net Promoter Score into Consumer’s culture, whilst driving the business to deliver on programmes to reduce customer contacts into service call centres. **What you'll be doing** You will develop and lead business improvement activity, and carry out analysis that drives a significant and measurable improvement to the customer experience. This in turn will deliver big benefits to the business through customer churn and call reduction. Specifically this will include: + Ownership of the governance process for ensuring that key interventions identified to improve the Net Promoter Score and to reduce call volumes are delivered, including organising and chairing MD and director level forums to track progress + Project managing a log of key interventions to ensure that owners are assigned to them from the wider business and that actions are tracked through to completion + Working closely with our insights team to identify trends in NPS and customer contacts to find opportunities to underpin our aim to be best in class on customer experience + Design and develop operational impact assessments for any changes to policies, systems and processes + You may be asked to mentor or support more junior members of the team or take a lead role on delivery of a project. You will manage relationships up to head of level and will be expected to present to GM and director level and support in readiness for MD reviews. + You will be expected to be able to drive your area with some / limited support and will be expected to effectively manage your own risks and issues to conclusion and escalate appropriately when help is required. **We'll also need to see these on your CV** + Stakeholder management and influencing + Project / programme management experience + Contribute to thought leadership + Work stream management, engagement and prioritisation + Know what constitutes a great customer and agent customer experience and have ability to constructively challenge where appropriate + Good understanding of the Customer Care operating model + Understanding of the regulatory framework in which BT operates, and the relationship BT enjoys with its Suppliers (Openreach, Wholesale) + Experience in process design, business requirement definition, operating model design + Experience in business case development and benefits sizing + Good written and variable communication **Why choose us?** At BT we are committed to being best in class for customer experience. By choosing this role you will become an instrumental part of delivering on that ambition. 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. That’s why we welcome applications from all parts of the community. In your first 12 months, you’ll: + Become an SME on NPS and call drivers in BT + Be regularly using insight to identify big opportunities to improve customer experience + Deliver programmes of work based on that insight to drive us to our goal of becoming best in class for customer experience + Have built a strong network of contacts across our commercial, operational, marketing, transformation and software teams to make change happen + Have helped embed NPS into the culture of the Consumer organisation We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community. **Job:** _Business Improvement_ **Title:** _Business Improvement Specialist: NPS_ **Location:** _GBR %26 Ireland-GBR-London-London_ **Requisition ID:** _79795_
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British Telecom

London, United Kingdom
Web Site: www.bt.com
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