About this role
<p>Job Req ID: 60700</p> <p>Posting Date: 17th July 2026</p> <p>Function: Data & AI </p> <p>Location: UK Wide</p> <p>Salary: Competitive + Benefits</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>This role owns the definition, implementation and continuous evolution of the future AI-enabled Sales & Service operating model for Consumer, translating strategic priorities across cost, growth and customer experience into a deliverable operating model, investment plan and measurable business outcomes.</p> <p>It combines enterprise-level strategy with hands-on delivery accountability, with a clear focus on how AI, data, automation and agent-based capabilities reshape customer engagement, service delivery, workforce models and commercial performance.</p> <p>The role is accountable for designing and implementing AI-enabled, AI-native and agent-based operating models that define how human colleagues, AI assistants and autonomous agents work together across customer journeys, channels and service environments.</p> <p>A key accountability is to determine, govern and deliver how AI capability is embedded across Sales & Service, ensuring:</p> <p> </p> <ul> <li>Reuse of capability across journeys and channels</li> <li>Alignment between strategy, transformation and delivery</li> <li>Ownership of delivery outcomes, adoption and benefit realisation</li> <li>Retention of control of core intelligence within BT, rather than embedding it within vendor platforms</li> </ul> <p> </p> <p>The role acts as the accountable centre of the transformation, setting clear direction and driving delivery across Sales & Service so activity aligns to a coherent, scalable and AI-native operating model.</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><ul> <li>Own the strategic direction for Sales & Service, defining how the business delivers customer value, commercial growth and operational efficiency through an AI-enabled operating model.</li> <li>Design and implement the target AI-native operating model, ensuring customer demand is effectively managed across journeys, channels, service environments and agent-based capabilities.</li> <li>Define how human colleagues, AI assistants and autonomous agents work together to deliver seamless customer experiences, improved decision-making and measurable business outcomes.</li> <li>Lead end-to-end delivery of AI-led operating model transformation, converting strategic priorities into implemented business change, adoption and sustained operational outcomes.</li> <li>Translate strategic priorities into a clear transformation roadmap and delivery plan, aligning initiatives across customer experience, operations, commercial, product and technology teams.</li> <li>Establish value frameworks and success measures that connect business strategy, investment decisions, delivery milestones, adoption and benefit realisation.</li> <li>Define the principles, standards and governance that guide how AI-enabled capabilities are developed, scaled, reused and embedded across the organisation.</li> <li>Drive consistency and reuse across customer journeys, business domains and AI-enabled solutions to maximise efficiency, scalability and long-term value.</li> <li>Lead the evolution of workforce and capability strategies, ensuring organisational structures, roles and skills align to future AI-enabled business needs.</li> <li>Lead cross-functional teams across business, transformation, product and technology functions to implement the future Sales & Service operating model.</li> <li>Own operating model decisions, transformation priorities and delivery outcomes, balancing customer value, commercial impact, risk and long-term business performance.</li> <li>Establish frameworks and ways of working that enable consistent decision-making, effective governance and successful transformation delivery at scale.</li> <li>Ensure all activity across Sales & Service supports a clear strategic vision and contributes to the delivery of a customer-centric, AI-native and future-ready organisation.</li> </ul> <p><strong>Leadership Responsibility:</strong></p> <ul> <li>Act as the accountable senior leader for the future Sales & Service operating model, owning strategic direction, delivery execution, benefit realisation and long-term operating model performance while engaging stakeholders at Director and Executive level.</li> </ul></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><ul> <li><strong>Strategic Business Transformation & Delivery:</strong> Proven ability to define and deliver customer, sales or service strategies that drive measurable business outcomes within large, complex organisations, with clear accountability for execution and impact.</li> <li><strong>AI-Native Operating Model Design & Delivery:</strong> Proven experience designing and implementing AI-enabled, AI-native or agent-based operating models within large-scale customer, sales or service environments.</li> <li><strong>AI-Led Transformation Implementation: </strong>Hands-on experience delivering AI-led transformation and operating model change from strategy through implementation, adoption and benefit realisation.</li> <li><strong>Customer Journey & Commercial Expertise: </strong>Strong understanding of customer journeys, demand, cost-to-serve, conversion, retention and customer value, with the ability to turn insights into strategic and operational action.</li> <li><strong>Business Architecture, Service Design & Value Realisation: </strong>Expertise in business architecture and service design, creating scalable solutions, value frameworks and delivery measures that link strategic priorities to financial and operational outcomes.</li> <li><strong>AI-Enabled Business Strategy & Agent-Based Models:</strong> Ability to apply AI, data, automation and agent-based capabilities to business challenges, understanding their impact on customer interactions, decision-making, operating models and organisational design.</li> <li>Senior Stakeholder Leadership & Accountability</li> </ul></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><ul> <li><strong>AI & Digital Transformation Leadership:</strong> Experience delivering AI, digital or data-led transformation programmes, combining strategic thinking with practical operating model implementation to drive business outcomes.</li> <li><strong>Agentic Operating Model Design:</strong> Understanding of AI-enabled, AI-native and emerging agent-based operating models, with the ability to define how people, processes, technology, AI assistants and autonomous agents work together to create value.</li> <li><strong>Workforce & Organisational Transformation: </strong>Experience developing workforce, organisation and capability strategies that support AI-enabled change and future business requirements.</li> <li><strong>Customer Service & Operations Expertise: </strong>Proven experience operating within large-scale, customer-facing service environments, balancing customer experience, operational performance and commercial objectives.</li> <li><strong>Strategic Investment & Portfolio Governance:</strong> Ability to shape investment decisions, portfolio governance and prioritisation frameworks that align resources to strategic goals, delivery priorities and measurable outcomes.</li> <li><strong>Enterprise Change & Systems Thinking: </strong>Strong ability to connect strategy, operations and technology, ensuring transformation initiatives deliver scalable, sustainable and organisation-wide impact.</li> </ul></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> <p><span>Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:</span><span> </span></p> <p> </p> </div> <div> <ul> <li><span>Company car scheme (or cash alternative)</span></li> <li><span>15% on target annual bonus</span></li> <li><span>Private healthcare for you and your family</span></li> <li><span>Access to an online private GP 24/7 for you and your immediate family </span></li> <li><span>Market-leading paid carers leave with up to 2 weeks off </span></li> <li><span>Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay</span></li> <li><span>Discounted EE and BT products, including mobile and broadband</span></li> <li><span>Market leading Pension scheme – 5% from you and 10% from us</span></li> <li><span>Holiday purchase scheme</span><span> </span></li> </ul> <p> </p> </div> <div> <p><span>You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.</span><span> </span></p> <p> </p> </div></div></div></div><p>EE is the UK’s largest mobile network and a core brand within BT Group’s Consumer unit. Many of our roles are employed by EE but work across a growing, multi‑brand Consumer environment – supporting customers across our family of brands, BT, EE and Plusnet.</p> <p>You’ll benefit from EE’s strong people proposition, development opportunities and culture, while helping shape the future of consumer connectivity at scale.</p>