About this role
We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best-in-class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.
There are very few moments in our careers where we can feel the ground shifting beneath us, where we can sense that something bigger than we’ve known before is taking shape. We’re not just building a company. We’re going to build a culture, a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience, in what it is a career-defining opportunity.
The Digital Operations Specialist plays a vital role within the Digital Channel Operations team, ensuring that the digital channel operates with high stability, reliability and performance across both sales and care journeys.
Working under the Digital Operations Manager, the Specialist supports operational excellence across incident management, release readiness, functional KPI tracking, non‑functional requirements (NFRs), dashboard maintenance and day‑to‑day operational performance management.
This role ensures that issues are quickly identified, surfaced, understood and resolved, driving a seamless and high‑quality digital experience for customers and internal teams
What you’ll do
Monitor operational performance across digital sales and care journeys, identifying issues, anomalies and trends affecting customer experience or functionality.
Support incident management processes, including first‑line triage, severity assessment, tracking of root causes and liaison with Product, Engineering and Operations teams.
Maintain dashboards and operational reporting, ensuring accurate and up‑to‑date visibility of functional KPIs, NFRs, incidents and release impacts.
Perform daily and weekly operational checks, validating page performance, journey stability, key functionality health and availability across devices.
Support release planning activity, ensuring operational requirements, NFR checks and functional test outcomes are captured ahead of go‑live.
Specifically looking into business continuity management (BCM)
Who you are
Experience in digital operations, service management, web operations support or related digital performance roles.
Solid understanding of digital journeys, functional dependencies and basic technical behaviours within web/app environments.
Ability to monitor, interpret and act on performance metrics, dashboards, logs and operational KPIs.
Experience participating in incident management processes, including triage, issue documentation and communication.
Strong attention to detail with the ability to spot anomalies, errors, degradation in performance and potential risks.
Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.
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