The Product Lead, Agent & Value is crucial in shaping the digital experiences that our customers and service agents rely on. The role ensures both journeys are intuitive, efficient, and aligned, reducing friction and improving transparency.
Requirements
- Strong product leadership and strategic thinking, with the ability to define clear roadmaps and deliver seamless experiences across both customer portals and agent platforms.
- Skilled in designing intuitive self-service journeys and efficient agent workflows, ideally with practical experience of ServiceNow or similar case-management systems.
- Confident working with data and insights — able to set KPIs, analyse performance, and prioritise improvements that drive customer value and operational efficiency.
Benefits
- Annual on target bonus - 15% (calculated using both personal and company performance multipliers)
- £5,500 car allowance (can be taken as cash)
- Family health cover
- BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
- 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours
- 2 weeks carer’s leave
- All parents welcoming a new child are eligible for our new Family Leave policy
- Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
- Life Assurance (4 x life cover pay)
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
- My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
- Discounted EE TV including TNT Sport and the NOW Entertainment membership.
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- Volunteering days so you can give back to your local community.
- Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
- 24/7 private virtual GP appointments for UK colleagues
