BT UAT & Adoption Manager in London, United Kingdom

An exciting opportunity has just arisen for an experienced UAT & Adoption Manager to join the Wholesale & Ventures Online team, this role focuses on the end to end experience the customer has when interacting with BT Wholesale & Ventures. Our team’s goals is to create a better business that delivers a brilliant experience for our customers and drives strategic, profitable growth by delivering brilliant products and services. We measure our success through Customer Net Satisfaction. We pride ourselves in being truly customer focused, putting customer insight at the heart of every decision we make.

Key Objectives of Role:

The role holder will be responsible for ensuring the quality of all online deliveries as well as communicating the new deliveries to our customer base. They will undertake a quality control function by attending development show and tells, tracking end to end test performance, conducting User Acceptance Testing as well as post launch checks. They will be responsible for ensuring any issues are successfully resolved. The role holder will create and maintain all user guides for each online delivery as well as writing customer and internal communications to promote them. They will also lead face to face and virtual session to promote new deliveries to customers as well as account managers, product managers and service managers.

Main responsibilities:

  • Quality control for all Wholesale & Ventures online deliveries

  • Ensuring developments match journey specifications created by Online Journey Mangers

  • Agreeing and signing off end to end test scripts

  • Monitoring end to end test progress and flagging and risks with proposed mitigations

  • Agreeing and signing off User Acceptance Test scripts

  • Conducting User Acceptance Testing, raising defects through to resolution

  • Conducting post launch testing, raising defects through to resolution

  • Creating and maintaining Online User Guides for customers

  • Promoting online deliveries through internal and customer communications via email, e-newsletters and btwholesale.com promotion

  • Creating promotional videos for internal and customer use

  • Promoting online deliveries through face to face and virtual presentations with customers and with our account, product and service managers

  • Supports Online Journey Manager in delivering the end to end journey

  • Supports Head of UX to ensure best of class online deliveries, with minimised rework

  • Must manage, agree and communicate their project work stack and its interlock with the overall online workstack

Business impact:

  • Protect and increased BT Wholesale and Venture revenues

  • Hit our Customer Net Satisfaction targets

  • Reduced inbound contacts through increase self-service online

Experience:

  • Managing matrix teams on and offshore

  • Implementation and maintenance of Omniture

  • Knowledge of Telecoms industry helpful

  • Articulating the business benefit of good customer experience

Key Skills:

  1. Creating actionable insight from data

  2. Correlating customer and business insight with data insight to identify new market opportunities

  3. Setting Key Performance Indicators for deliveries and measuring success

  4. Online agency management

At BT, we’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.

We value different perspectives, skills and experiences. We’re happy to consider ways of working that will mean you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we’ll do our best to get the balance right.

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Job: Marketing, Internal Communications and PR

Title: UAT & Adoption Manager

Location: GBR %26 Ireland-GBR-London

Requisition ID: 75514