Transformation Business Improvement Specialist

4 weeks ago

Southampton, United Kingdom BT Group Full time

About this role

As a Transformation Business Improvement Specialist, you’ll own and drive business improvement activity in support of pain points raised into Openreach by our communication providers and our engineers, adhering to both the customer experience principles and strategic transformation roadmap

You’ll ensure all process change is governed and aligned to the E2E customer experience, working with the transformation programmes and our product, operational and system counterparts to continuously improve our processes in life to drive improved perception of Openreach based on resolving issues seen by our CPs and their customers

You will Identify, assesses and triage incremental pain points that support business improvement approaches and delivers customer satisfaction, cost reduction and revenue growth as part of the strategic mid-term plan and opportunity pipeline of change focusing on an enhanced customer experience for deployment within operations through closely involving them in the development of Business Improvement activity and enabling them to implement and sustain the changes that will measurably reduce costs, improve organisational efficiency, increase revenues and improve productivity

You'll have the following responsibilities

Identify, lead, design, develop, deliver and embed appropriate quality business improvement and change initiatives delivering the success criteria defined by our CPs and/or business unit/programme area strategy (ensuring the business requirements for technical solutions are met) - linked directly to the business outcomes/benefits (customer service and unit efficiency) of the programme area, which are aligned with the cornerstones (c.£3m annualised benefit or equivalent service impact) of Openreach and BT Group strategy Act as an industry recognised expert in understanding and resolving issues seen by CPs, driving increased CP perception of Openreach based on resolving issues as seen by their customers Accept and prioritise Pain Points by the impact on the end customer, acting equivalently and ensure fixes are implemented for all CPs, and ensure confidentiality where a Communication Provider has raised a Pain Point which impacts other parts of industry Drive the continuous improvement culture to create momentum and pace around process simplification, discovery and improvement at all levels with the business unit Support programme managers in business case build, providing the required analysis and business case benefits methodology and justification – enabling required capex spend to be secured and benefits to be built into the relevant BRF cycle and business unit targets To be the programme area technical/process expert to interface E2E across the Service Delivery organisation, CTIO for technical/process system development strategy and into the wider Openreach and TSO parties, as well as act as the customer facing SME/expert for all joint business improvement initiatives Ensuring your delivery of BI programmes is in a standard and consistent approach to developing transformation solutions, following the appropriate gating and governance as defined by the Portfolio Management Office (PMO) Accountable for the quality of business improvement practice across the team and to ensure that the delivery engines and operations have all the support and access to SME knowledge they need to deliver their programmes

You'll need to have the following skills and experience

Excellent understanding and use of business improvement, analytical tools, techniques and behaviours to ensure effective coaching and programme delivery. Excellent ability to influence decision makers up to and including managing directors and down to the field engineers within operational teams. Demonstrable leadership skills and direction of setting of high performance teams across business boundaries with good product, process, quality and customer satisfaction knowledge. Ability to lead change teams charged working on multiple projects and programmes Proven ability to provide thought leadership and manage a teams (virtual or otherwise) capability SQL skills – ability to manipulate data and create meaningful measure sets

Education

Lean Six Sigma, DMAIC Methodology Process-led Business Improvement training

  Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed.

About Openreach

We’re the nation’s number one broadband network and we build the connections that matter.

Our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses and our mission is build the best digital future for the UK.

There’s over 33,000 of us across the country, and we have a vision that our workforce should represent the communities that we serve. Diversity and accessibility are important to both where we are now and where we’re going. We value every colleague and the contribution they make, because a diverse business is a stronger business.

We also want the best work-life balance for all our people, which is why we offer smart working. It’s not a one-size-fits-all solution, so you’ll be able to discuss how smart working fits with your role during the recruitment process.

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page.

We’re creating an inclusive working culture where people from all backgrounds can succeed. We welcome applications from every community and we’re looking forward to receiving yours.

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