About this role
<p><strong>Recruiter: Seema Shivakumar</strong></p> <p><strong>Hiring Manager: Alex Bell</strong></p> <p><strong>Career Grade: D</strong></p> <p><strong>Internal Closing Date: 23-06-2026</strong></p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>About the role</b></H2> </div><div><p>At <strong>BT we are undergoing a huge E2E transformation of our business</strong>. Transforming, journeys & technology with both process, IT & Network change. </p> <p> </p> <p><br>As part of this journey we are <strong>transforming the way our customers interact with us on digital channels.</strong> As the Customer & Digital Experience tech lead you will be capable for <strong>leading the tech strategy for any service journeys that are self-serve web or app based</strong>, helping 1.1 million B2B customers manage their services seamlessly. You will <strong>define and drive a transformation roadmap that delivers the best self-serve experiences</strong>, exploiting technologies like React, Flutter on platforms like AWS, ensuring we deliver outcomes that satisfy our customers. </p> <p> </p> <p><br>Your<strong> leadership will ensure our digital experiences are secure, intuitive, and constantly evolving</strong> to meet user expectations. Plays a crucial role in that transformation. <strong>Leading the technical vision & transformation (the HOW) </strong>working closely & collaboratively with the Business cluster lead (who defines the WHAT). </p> <p> </p> <p><br>This role will <strong>drive powerful & tangible change through the digitalisation of customer journeys, use of AI technology and removing ‘human touch’ from processes.</strong></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>What you’ll be doing</b></H2> </div><div><p>Set the <strong>technical vision & engineering strategy</strong> for self-serve journeys in web & mobile platforms.</p> <p><br><strong>Build diverse, high-performing engineering teams</strong> across the UK and India, cultivating a culture of innovation, technical excellence, and inclusion.</p> <p><br>Architect and drive the transition to <strong>cloud-native, event-driven, microservices-based</strong> architectures (AWS, Kubernetes, Kafka).</p> <p><br>Drive <strong>digital-first and “zero-touch” customer journey transformation</strong></p> <p><br>Integrate customer experience mgt platforms like <strong>Sprinklr, Genesys</strong> & drive real-time improvements to journeys.</p> <p><br>Own, Execute and <strong>deliver business outcomes</strong> for digital channels like <strong>Web, App, Chatbots. </strong></p> <p><br><strong>Lead AI-driven transformation</strong> (chatbots, personalization, recommendations, automation) </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Essential Skills / Experience</b></H2> </div><div><p><strong>Skills</strong></p> <p> </p> <p><br><strong>Knowledge & leadership experience across full-stack engineering</strong> environments (ReactJs, NextJs, Android/IoS Native, Flutter, Node.js, AWS, Cypress, Playwright).</p> <p><br>Deep expertise in <strong>cloud-native architectures, container orchestration</strong> (Kubernetes), and <strong>server-less</strong> deployments. With Knowledge of Micro-Service patterns, architecture patterns, Micro-frontend patterns</p> <p><br>In-depth understanding of <strong>identity and user access management</strong>, security frameworks & compliance.</p> <p><br>Strong <strong>People Management & Leadership Skills</strong></p> <p><br><strong>Customer First and Challenger Mindset</strong> and influencing Skills to drive Engineering Vision & Strategy </p> <p> </p> <p><br><strong>Experience</strong></p> <p> </p> <p><br>Experience in <strong>delivering digital based services</strong> (ideally B2B but B2C also acceptable)</p> <p><br><strong>Led digital engineering for B2B or B2C</strong> customer self-serve journeys across web and mobile.</p> <p><br><strong>Created scalable, highly performant, reliable and scalable systems </strong></p> <p><br><strong>Embedded agile at scale</strong>, DevOps maturity, and SRE practices across complex engineering organisations.</p> <p><br><strong>Delivered measurable improvements in customer experience</strong>, resilience & operational performance.</p> <p><br>Operated effectively in fast-paced digital environments where <strong>resilience, customer centricity, and speed to market are critical. </strong></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Desirable Skills / Experience</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Our Package</b></H2> </div><div></div></div></div><p>BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. </p> <p>BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.</p> <p>Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.</p> <p>We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.</p>