Location: London or Manchester
Salary: Competitive with great benefits
Closing Date: 11.03.2025
Why This Job Matters
The Corporate Affairs, Group Brand and Insight team is responsible for building and protecting the reputation BT Group.
As the CX Insight Professional, you will deliver the Customer Experience (CX) Insights research programme for BT, maximising business opportunities and driving up performance of our customer experience to help deliver on our strategy.
The Insights Analyst supports research and market intelligence, developing and delivering insights that empower the acceleration and accuracy of decision making within the Strategy & PMO sphere, contributing to the Group's top strategic priorities and driving measurable business outcomes.
What you’ll be doing
* Manage and understand stakeholder needs across a wide range of relationships, collaborating on research outcomes.
* Be the conscience of the customer, influencing stakeholders to do the right thing and acting as a business leader.
* Deliver Customer Experience (CX) insight projects and programmes to understand performance and drive improvements.
* Provide clear, detailed understanding of brand performance, identifying root causes of customer dissatisfaction and recommending improvements.
* Analyse customer data from various sources to provide a holistic understanding of critical CX issues.
* Produce clear and concise outputs, using storytelling principles to inspire strategic decision-making.
This role is essential in ensuring BT Group’s commitment to customer-centric decision-making and impactful insights.
The Skills and Experience You’ll Need
* The ideal candidate will have experience in strategy, insight, or commercial roles (or a mix) either client-side or at a strategy consultancy or research agency.
* Key requirements ideally include:
* Stakeholder Management: Skilled in stakeholder management with a proven track record of identifying, establishing, and effectively managing stakeholder relationships.
* Strategic and Commercial Thinking: Demonstrates strategic and structured thinking with a commercial focus to drive the business forward and exceed targets.
* Data Analysis and Insight: Capable of analysing data sets from various complex sources to create compelling insights.
* Communication and Presentation: Strong communication skills, able to articulate complex data and insights simply and authoritatively to colleagues at all levels, making a compelling case for change. Excellent presentation skills, confident in storytelling with influence.
* Adaptability and Curiosity: Comfortable with ambiguity, able to define and drive requirements effectively and timely. Passionate about data and insight, with an analytical and curious mindset.
* Would be good to see:
* Knowledge of the telecommunications and technology sectors.
* Familiarity with primary and secondary research methodologies.
Please note: we believe in the strength that comes through a diversity of experience and backgrounds. If you do not meet all the criteria listed above, please do not be put off. We will review your application with an open mind.
Benefits
* Up to a 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
* 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
* Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
* Brand new electric vehicle salary sacrifice arrangement
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet.
Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
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.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
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.