BT GroupHead of Customer Service Planning, Performance & Operational Excellence
BT Group is hiring a Head of Customer Service Planning, Performance & Operational Excellence in Glasgow and Manchester, United Kingdom. Level rates it ; you can apply on Level.
Level's read on this job
- Little AI ●○○○ is how Level rates this customer service role: aI is not part of the work.
- Level files it as an executive role.
- Level lists 198 other open roles at BT Group.
- The role was posted in the last few days.
AI in this role
Job Req ID: 63776
Posting Date: 19/10/2026
Function: Customer Service
Location: Manchester or Glasgow
Office working: Hybrid, 3 office, 2 home
Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention.
We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market.
With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with.
If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.
How we rate this
Head of Customer Service Planning, Performance & Operational Excellence at BT Group rates 35 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
Prepare for this job
Built from this posting and from similar jobs on Level.
Pay
- Typical customer service job
- $102k
This posting doesn't list pay. Use the typical customer service figure when pay comes up. See customer service jobs
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