Customer Service Transformation Leader

BT Group in Glasgow and Manchester is seeking a Senior Manager, Customer Service Transformation to own the end-to-end roadmap and drive practical change across the function. You’ll align strategy with delivery plans, track benefits, and collaborate with the Customer Service Director and Leadership Team to prioritise initiatives and manage risks.

You’ll lead Change Leads and cross‑functional teams, ensure adoption across people, processes and technology, and report progress using data and

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