BT Group
Lead Product Manager - Conversational AI
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Lead Product Manager - Conversational AI
Req ID: 60899
Job Function: Customer Service
Posting Start Date: 23/07/2026
Posting End Date: 02/08/2026
Division: UK Business
Job Location: GBR Glasgow - Alexndr Bain Hse, GBR-Manchester-New Bailey
Advertised Salary: Competitive, plus great benefits
Location – Manchester or Glasgow (You will need to be in the office 3 days a week)
About The Role
This role sits within Customer Service, working across digital and advisor-assisted service channels. It operates at the intersection of service delivery, digital experience, AI enablement and business change, partnering closely with Product, Technology, Operations and Commercial teams to improve end-to-end customer journeys.
The Lead Product Manager – Conversational AI strengthens Customer Service performance by owning the product strategy, roadmap and prioritisation across all customer service channels, and driving a single, coherent backlog. The role delivers measurable impact through improved customer experience, increased digital containment, reduced cost-to-serve and faster, more effective delivery of service change.
This role supports our priorities to build digital-first, AI-enabled customer service, simplify end-to-end journeys and improve efficiency while enhancing customer experience. Clear journey ownership enables a shift from fragmented improvement activity to outcome-led, scalable service transformation.
What You’ll Be Doing
- Define and own the product strategy, roadmap and performance across customer service domains, ensuring a consistent and aligned customer experience.
- Act as the senior product authority and accountable owner across assigned domains, ensuring business change, optimisation activity and customer experience improvements are aligned to strategic objectives and product priorities.
- Own and govern the centralised product backlog, making strategic prioritisation decisions that balance customer experience, operational efficiency, commercial value and risk.
- Work closely with Journey Optimisation Analysts and other stakeholders to translate insight into prioritised backlog items and measurable improvements.
- Drive a digital-first service approach, acting as an AI champion and leading the application of conversational AI and automation across digital and advisor-assisted journeys.
- Provide leadership and direction for product management activities across the function.
- Define product management standards, ways of working and prioritisation frameworks.
- Support the development of product management capabilities and operating practices.
- Lead continuous improvement activity to remove friction, reduce avoidable contact and improve customer effort.
- Be accountable for delivering measurable outcomes, including cost-to-serve improvement, customer experience, containment and value realisation.
- Work cross-functionally across Product, Technology, Operations and Commercial teams, influencing without formal authority to deliver agreed outcomes
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Essential Skills / Experience
- Demonstrable experience applying conversational AI, automation and digital technologies to improve customer and colleague experiences within a service and/or sales environment.
- Strong understanding of product and service strategy, with experience translating strategic objectives into prioritised roadmaps and making trade-offs across competing business, customer and operational demands.
- Comfortable operating at both strategic and operational levels, balancing long-term direction with hands-on product ownership and delivery.
Desirable Skills / Experience
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- Experience delivering digital-first service improvements, balancing customer experience with efficiency, containment and cost-to-serve.
- Experience leading operational change and continuous improvement, managing change across process, technology and people.
- Clear evidence of delivering measurable business value, such as contact reduction, containment, friction removal, customer experience improvement and/or conversion uplift.
- Analytical and insight-led approach, using data to prioritise work and track impact.
- Able to influence independently, working effectively across Product, Technology, Operations and Commercial teams.
- Experience providing leadership and direction across cross-functional teams, with the ability to align stakeholders around shared priorities, outcomes and objectives.
- Pragmatic, outcome-focused and delivery-oriented, with a bias for action.
- Clear communicator, able to articulate trade-offs, recommendations and performance outcomes to senior stakeholders.
Our Package
Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:
- 10% on target annual bonus
- Access to an online private GP 24/7 for you and your immediate family
- Market-leading paid carers leave with up to 2 weeks off
- Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
- Discounted EE and BT products, including mobile and broadband
- Market leading Pension scheme – 5% from you and 10% from us
- Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now
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