Career Grade: D
Internal Closing Date: 29/09/23
Locations: Birmingham, Bristol, London, Manchester
Why this job matters
The Trials team are responsible for signing off all major product and solution launches in Business– confirming that products and solutions have being properly trialled and piloted, with the relevant quality checks met and the true customer experience understood.
We are going through a transformational time as a Trials team, seeking to trial in new Product areas – Solutions, Networking and Security – to drive consistent quality to market across our product towers, whilst maintaining the right speed to market. This job operates in a new part of the trials team and requires a change agent mindset to embed long lasting success and continuous improvement in the way we trial and launch products and solutions.
The Trials Specialist is accountable for defining the appropriate approach to be taken for a specific trial and running that trial with external and/or internal customers. The Trials Specialist will have an in-depth knowledge of the Trials Toolkit and be able to determine which Trials tools / Trials approach to use for a particular product/solution launch using informed risk-based decision making.
The Trials Specialist has influence over business decisions by making recommendations on whether trial entry and exit criteria have been met and whether the product or proposition meets the defined customer experience. They ensure a “no surprise” launch, to build a better business and deliver a brilliant customer experience.
What you'll be doing
- Single interface supporting trials across a dedicated product tower – Solutions, Security or Networking.
- Build and maintain a strong relationship with key stakeholders in associated product tower and supporting teams (Digital, Segment x 4 etc.)
- Agrees specific scenarios & customer journeys for each trial (working with CX Designers)
- Inputs to end to end project plans for the trial phase
- Ensures the trial phase is delivered according to the end to end plan
- Holds development teams to account for E2E test completion prior to trial
- Holds Sales/ Service to account prior to and during trials to ensure the defined processes are adhered to
- Agrees when entry and exit criteria have been met
- If they deem the experience not to be acceptable, they are responsible for highlighting any points of failure and ensure resolution of all such issues
- Owns on- and off-boarding plans (with sales for external customers)
- Reports progress of trial scenarios
- Submits, logs & tracks progress of resolving any defects/issues
- Provides Go / No Go trial recommendation based on informed risk review and the speed vs. quality launch objective
- This role has key stakeholders at Senior Manager, Principal and Director level
This role can be based in London, Birmingham, Manchester or Bristol
Essential skills
- Project and/ or trials management experience
- Trial scenarios preparation
- Issue triage, prioritisation and resolution
- Ability to balance customer requirements with business operational needs
- Executive level reporting
- Challenging, influencing, negotiating and innovating within the programme/ project team
- Forensic ability to validate that the customer experience we provide meets the one that was defined
- Ideally a member of a relevant professional body e.g. MSP, APMP or BT PPM qualified
What we would like to see on your CV
- Stakeholder management
- Project management/ planning
- Data analysis and reporting
- Experience working with Business products or customer segments
- Experience working on customer experience trials
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.
- Competitive salary
- 10% on target bonus
- BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
- 25 days annual leave (not including bank holidays), increasing with service
- Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
- World-class training and development opportunities
- Option to join BT Shares Saving schemes.
- Discounted broadband, mobile and TV packages
- Access to 100’s of retail discounts including the BT shop
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.
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.
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 Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.