Product Manager; Customer Journeys

Job Description

Job Title:

Product Manager (Customer Journeys)

Job Function:
Product & Propositions

Division: UK Business

Job Location:

G  Bristol - Assembly, G
-Birmingham-Three Snowhill, G
-London-BTHQ One Braham, G
-Manchester-New Bailey

Advertised Salary:
Competitive

Location(s):
Birmingham, Bristol, London or Manchester

The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

BT Business is building a dedicated team of Product Managers responsible for defining, governing and continuously improving end-to-end customer journeys across the customer lifecycle.

As a Product Manager, you will own a specific customer journey spanning Sales, Quote, Order, Fulfilment, Service Change and Billing activities. You will be responsible for defining the vision, strategy and roadmap for your journey, ensuring customer, colleague and business outcomes are delivered through effective collaboration across Product, Engineering, Architecture, Service and Commercial teams.

Rather than owning an individual product, you will take accountability for the overall journey experience, bringing together capabilities, processes and stakeholders to deliver seamless end-to-end outcomes. You will play a key role in identifying pain points, shaping future-state journeys and driving improvements that enhance customer experience, operational efficiency and business performance.

Working closely with Product, Engineering, Architecture, Service, Commercial and Sales teams, you will ensure journey priorities are aligned to business goals and transformation objectives.

• Own the vision, strategy and roadmap for end-to-end customer journeys from Sales through to Billing.
• Own and evolve Journey Frameworks, aligning journeys, processes and capabilities while managing agreed variations.
• Create standardised, reusable journeys and capabilities that simplify processes and improve customer and colleague outcomes.
• Manage journey roadmaps and backlogs, balancing demand, priorities, value, risks and dependencies.
• Lead discovery and shape end-to-end processes, translating complex business needs into clear delivery outcomes.
• Drive alignment between journeys and products, ensuring agreed standards are adopted while identifying where variation is required.
• Manage key interlocks across Product, Sales, Service, Commercial, Architecture and Engineering to align priorities and dependencies.
• Support deployment, business readiness and adoption to ensure journey improvements are successfully embedded.
• Maintain journey frameworks, designs, requirements and key decisions, acting as a subject-matter expert for owned journeys.
• Use customer insight, performance data and business outcomes to measure effectiveness and drive continuous improvement.

• Product Ownership & Strategy – Proven experience owning digital products, customer journeys or business capabilities, with responsibility for defining vision, roadmap, prioritisation and delivery.
• Business Analysis & Discovery – Strong ability to analyse complex business challenges, lead discovery activities and translate requirements into clear, actionable outcomes.
• Technical & Delivery Expertise – Ability to work closely with engineering teams, understand technical concepts and integrations, and shape solutions from concept through to implementation.

• Experience defining business architecture and supporting operating-model design.
• Experience with in telecommunications, technology, connectivity, networking or other complex service-based B2B environments.
• Experience across sales, commercial, order management, service…