About this role

The Base Enrichment and Household Integration chapters are the home for the ownership of our Customer Journey squads and these have a very significant commercial impact on Consumer. They are accountable for delivering revenue, churn, volume, value and NPS outcomes for both EE  and BT brands, across all products - taking a household view across the main customer journeys (including upgrade, retain, upsell and deep sell).

Our Customer Lifecycle Managers will be the key support to the Senior Product Owner for these squads deputising ownership where necessary building personalised customer journeys, experiences and campaigns that help us to extend and deepen our existing customer relationships and building  world class business cases and modelling with a test and learn mindset

You'll have the following responsibilities

• Support setting the segment targeting and offer strategy and vision for a base journey e.g. Handset Upgrades
• Driver of key commercial base KPI churn, SRC etc
• Influence & shape requirements for new base activity from the wider business 
• Work with key business stakeholders to identify areas of optimisation
• Create end to end base journeys with inbound and outbound capability
• Support the refining & prioritising of product backlog taking inputs from Digital & Trading SPOs where necessary
• Build business cases, using insight and modelling to build scenatios
• Drive base trials performance/KPIs including ensuring test and learn v control
• Experienced commercial thinker 
• Strong customer focus
• Exceptional influencing and collaboration skills with an agile mindset
• Solution focused, always able to break through complex issues
• Ability to bring teams together
• Able to influence senior stakeholders across a range of complex issues – primarily at Director level but up to Director level
• Exceptional use of insight to understand macro commercial and customer challenges and inform strategy and approach

You'll have the following skills & experience

• Commercial, Transformation or Operational background 
• Strong customer focus and commercial thinking
• Able to influence senior stakeholders across a range of complex issues – primarily at Director level but up to Director level
• Solution-focused; able to break through complex issues
• Ability to bring teams together
• Exceptional use of insight to understand macro commercial and customer challenges and inform strategy and approach

Desirable; 

• experience in agile methodologies

Benefits

• Competitive salary
• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Option to join the Healthcare Cash Plan
• Pension scheme
• Shares Plan
• Flexible benefits: cycle to work, childcare vouchers, healthcare, etc.
• Discounted BT products