Software Engineering Manager - Digital & Customer Experience
BT Group
Work from Office
Full Time
Min. 5 yearsJob Description
Software Engineering Manager
Recruiter: Seema Shivakumar
Hiring Manager: Alex Bell
Career Grade: D
Internal Closing Date: 23-06-2026
About the role
At BT we are undergoing a huge E2E transformation of our business. Transforming, journeys & technology with both process, IT & Network change.
As part of this journey we are transforming the way our customers interact with us on digital channels. As the Customer & Digital Experience tech lead you will be capable for leading the tech strategy for any service journeys that are self-serve web or app based, helping 1.1 million B2B customers manage their services seamlessly. You will define and drive a transformation roadmap that delivers the best self-serve experiences, exploiting technologies like React, Flutter on platforms like AWS, ensuring we deliver outcomes that satisfy our customers.
Your leadership will ensure our digital experiences are secure, intuitive, and constantly evolving to meet user expectations. Plays a crucial role in that transformation. Leading the technical vision & transformation (the HOW) working closely & collaboratively with the Business cluster lead (who defines the WHAT).
This role will drive powerful & tangible change through the digitalisation of customer journeys, use of AI technology and removing ‘human touch’ from processes.
What you’ll be doing
Set the technical vision & engineering strategy for self-serve journeys in web & mobile platforms.
Build diverse, high-performing engineering teams across the UK and India, cultivating a culture of innovation, technical excellence, and inclusion.
Architect and drive the transition to cloud-native, event-driven, microservices-based architectures (AWS, Kubernetes, Kafka).
Drive digital-first and “zero-touch” customer journey transformation
Integrate customer experience mgt platforms like Sprinklr, Genesys & drive real-time improvements to journeys.
Own, Execute and deliver business outcomes for digital channels like Web, App, Chatbots.
Lead AI-driven transformation (chatbots, personalization, recommendations, automation)
Essential Skills / Experience
Skills
Knowledge & leadership experience across full-stack engineering environments (ReactJs, NextJs, Android/IoS Native, Flutter, Node.js, AWS, Cypress, Playwright).
Deep expertise in cloud-native architectures, container orchestration (Kubernetes), and server-less deployments. With Knowledge of Micro-Service patterns, architecture patterns, Micro-frontend patterns
In-depth understanding of identity and user access management, security frameworks & compliance.
Strong People Management & Leadership Skills
Customer First and Challenger Mindset and influencing Skills to drive Engineering Vision & Strategy
Experience
Experience in delivering digital based services (ideally B2B but B2C also acceptable)
Led digital engineering for B2B or B2C customer self-serve journeys across web and mobile.
Created scalable, highly performant, reliable and scalable systems
Embedded agile at scale, DevOps maturity, and SRE practices across complex engineering organisations.
Delivered measurable improvements in customer experience, resilience & operational performance.
Operated effectively in fast-paced digital environments where resilience, customer centricity, and speed to market are critical.
Desirable Skills / Experience
Our Package
BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.
Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.
We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.
Experience Level
Mid LevelJob role
Job requirements
About company
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