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Head of AI Enabled Strategy & Operating Model (Sales and Service) Cookies on BT.comWe use cookies to do things like remember what you've added to your shopping basket, offer live chat support and show you content we think you'll be interested in. If you're happy with the use of cookies by BT and selected partners, click OK.View profileEmployee Login Life at EE Culture club Careers at EE Search roles* BT GroupJob DescriptionHead of AI Enabled Strategy & Operating Model (Sales and Service)Req ID: 60700Posting Start Date: 17/07/2026Posting End Date: 28/07/2026Job Function: Data & AIDivision: ConsumerJob Location: GBR Belfast - Riverside Tower, GBR Bristol - Assembly, GBR Cardiff 3 Capital Quarter, GBR Darlington - Global House, GBR Doncaster - BT Call Centre, GBR Dundee Greenmarket, GBR Exbridge House, GBR Glasgow - Alexndr Bain Hse, GBR Ipswich - Orion Building, GBR Lancaster ATE, GBR Leeds - 1 Sovereign Street, GBR Lincoln - 4 Ruston Road, GBR Newcastle - Gosfrth Pk Way, GBR Plymouth - Langage Campus, GBR Sheffield Endeavour, GBR Swansea -Terrapin Buildg, GBR Truro TE/RSC, GBR-Birmingham-Three Snowhill, GBR-London-BTHQ One Braham, GBR-Manchester-New Bailey, GBR-Merthyr Tydfil-EE Contact, GBR-Newcastle - Tyneside, GBR-Warrington-Stanford HouseAdvertised Salary: Competitive + BenefitsJob Req ID: 60700Posting Date: 17th July 2026Function: Data & AILocation: UK WideSalary: Competitive + Benefits## About the roleThis role owns the definition, implementation and continuous evolution of the future AI-enabled Sales & Service operating model for Consumer, translating strategic priorities across cost, growth and customer experience into a deliverable operating model, investment plan and measurable business outcomes.It combines enterprise-level strategy with hands-on delivery accountability, with a clear focus on how AI, data, automation and agent-based capabilities reshape customer engagement, service delivery, workforce models and commercial performance.The role is accountable for designing and implementing AI-enabled, AI-native and agent-based operating models that define how human colleagues, AI assistants and autonomous agents work together across customer journeys, channels and service environments.A key accountability is to determine, govern and deliver how AI capability is embedded across Sales & Service, ensuring: Reuse of capability across journeys and channels Alignment between strategy, transformation and delivery Ownership of delivery outcomes, adoption and benefit realisation Retention of control of core intelligence within BT, rather than embedding it within vendor platformsThe role acts as the accountable centre of the transformation, setting clear direction and driving delivery across Sales & Service so activity aligns to a coherent, scalable and AI-native operating model.## What you’ll be doing Own the strategic direction for Sales & Service, defining how the business delivers customer value, commercial growth and operational efficiency through an AI-enabled operating model. Design and implement the target AI-native operating model, ensuring customer demand is effectively managed across journeys, channels, service environments and agent-based capabilities. Define how human colleagues, AI assistants and autonomous agents work together to deliver seamless customer experiences, improved decision-making and measurable business outcomes. Lead end-to-end delivery of AI-led operating model transformation, converting strategic priorities into implemented business change, adoption and sustained operational outcomes. Translate strategic priorities into a clear transformation roadmap and delivery plan, aligning initiatives across customer experience, operations, commercial, product and technology teams. Establish value frameworks and success measures that connect business strategy, investment decisions, delivery milestones, adoption and benefit realisation. Define the principles, standards and governance that guide how AI-enabled capabilities are developed, scaled, reused and embedded across the organisation. Drive consistency and reuse across customer journeys, business domains and AI-enabled solutions to maximise efficiency, scalability and long-term value. Lead the evolution of workforce and capability strategies, ensuring organisational structures, roles and skills align to future AI-enabled business needs. Lead cross-functional teams across business, transformation, product and technology functions to implement the future Sales & Service operating model. Own operating model decisions, transformation priorities and delivery outcomes, balancing customer value, commercial impact, risk and long-term business performance. Establish frameworks and ways of working that enable consistent decision-making, effective governance and successful transformation delivery at scale.* Ensure all activity across Sales & Service supports a clear strategic vision and contributes to the delivery of a customer-centric, AI-native and future-ready organisation.Leadership Responsibility:* Act as the accountable senior leader for the future Sales & Service operating model, owning strategic direction, delivery execution, benefit realisation and long-term operating model performance while engaging stakeholders at Director and Executive level.## Essential Skills / Experience* Strategic Business Transformation & Delivery: Proven ability to define and deliver customer, sales or service strategies that drive measurable business outcomes within large, complex organisations, with clear accountability for execution and impact.* AI-Native Operating Model Design & Delivery: Proven experience designing and implementing AI-enabled, AI-native or agent-based operating models within large-scale customer, sales or service environments.* AI-Led Transformation Implementation:Hands-on experience delivering AI-led transformation and operating model change from strategy through implementation, adoption and benefit realisation.* Customer Journey & Commercial Expertise:Strong understanding of customer journeys, demand, cost-to-serve, conversion, retention and customer value, with the ability to turn insights into strategic and operational action.* Business Architecture, Service Design & Value Realisation:Expertise in business architecture and service design, creating scalable solutions, value frameworks and delivery measures that link strategic priorities to financial and operational outcomes.* AI-Enabled Business Strategy & Agent-Based Models: Ability to apply AI, data, automation and agent-based capabilities to business challenges, understanding their impact on customer interactions, decision-making, operating models and organisational design.* Senior Stakeholder Leadership & Accountability## Desirable Skills / Experience* AI & Digital Transformation Leadership: Experience delivering AI, digital or data-led transformation programmes, combining strategic thinking with practical operating model implementation to drive business outcomes.* Agentic Operating Model Design: Understanding of AI-enabled, AI-native and emerging agent-based operating models, with the ability to define how people, processes, technology, AI assistants and autonomous agents work together to create value.* Workforce & Organisational Transformation:Experience developing workforce, organisation and capability strategies that support AI-enabled change and future business requirements.* Customer Service & Operations Expertise:Proven experience operating within large-scale, customer-facing service environments, balancing customer experience, operational performance and commercial objectives.* Strategic Investment & Portfolio Governance: Ability to shape investment decisions, portfolio governance and prioritisation frameworks that align resources to strategic goals, delivery priorities and measurable outcomes.* Enterprise Change & Systems Thinking:Strong ability to connect strategy, operations and technology, ensuring transformation initiatives deliver scalable, sustainable and organisation-wide impact.## Our PackageTailored 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: Company car scheme (or cash alternative) 15% on target annual bonus Private healthcare for you and your family 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 Equalised 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 schemeYou can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.EE is the UK’s largest mobile network and a core brand within BT Group’s Consumer unit. Many of our roles are employed by EE but work across a growing, multi‐brand Consumer environment – supporting customers across our family of brands, BT, EE and Plusnet.You’ll benefit from EE’s strong people proposition, development opportunities and culture, while helping shape the future of consumer connectivity at scale. #J-18808-Ljbffr

Mechanical Design Engineer Slough Up to £50,000 DOE.A leading engineering and technology organisation is seeking a.This is an exciting opportunity to work on innovative, environmentally focused solutions used across a wide range of global industries.Our client is an established and internationally

Facilities Maintenance Technician.Are you a hands-on problem solver who takes pride in keeping things running smoothly? Were looking for a proactive.Facilities Maintenance Technician.This is a fantastic opportunity for someone who enjoys variety in their day and thrives in a practical, fast-paced en

Engineering Coordinator - Southampton.Were looking for a highly organised, detail-driven.This is a pivotal role where youll keep projects moving, teams aligned, and site operations running smoothly behind the scenes.If you enjoy juggling multiple priorities, working with technical teams, and being t

Monday to Friday, 08:0016:30 (Flexible Working Hours Available).Join a World-Leading Manufacturing Company.Are you an experienced Paint Sprayer looking to take the next step in your career? We are recruiting on behalf of an innovative and industry-leading manufacturer based in Maidenhead.This is an

Field Service Engineer HVAC / Heat Pumps.Were working with a growing and well-respected business looking to add a strong.This is a fantastic opportunity for an experienced HVAC / refrigeration professional who enjoys fault finding, working in different environments, and being part of a supportive t

Facilities Maintenance Engineer.Are you an experienced Facilities Maintenance Engineer with a solid background in building services? Do you enjoy a hands-on role where you can directly impact site performance, safety, and reliability?.We are seeking a proactive and technically capable individual to

We are supporting a leading advanced manufacturing organisation embarking on a critical transition from ISO 9001 to IATF 16949.This is a high-impact programme focused on building a fully embedded, business-owned Quality Management System, not simply achieving compliance.Were looking for a proven QMS

M&E background? Do you enjoy working in a varied, hands-on role where you can make a real impact on site performance and reliability?.Were looking for a proactive and technically skilled individual to join a growing facilities team, supporting the maintenance and optimisation of critical building se

Monday to Thursday: 7:45am 4:30pm.Friday: 7:45am 12:45pm (38 hours per week).We are looking for a Quality Technician to join a growing engineering business in Feltham.This role involves carrying out detailed inspection and testing of components and assemblies to ensure compliance with stringent qu

This is an exciting opportunity for a skilled CNC Machinist to join a dynamic manufacturing environment on a dedicated late shift, playing a key role in producing high-quality, precision-engineered components.If you take pride in your workmanship, enjoy working with advanced machinery, and want to b

Supply Chain Graduate Kickstart Your Career!.Full-time, Permanent / Graduate Programme.Are you a recent graduate looking to launch your career in a fast-paced, innovative, and growth-driven environment? Were looking for a motivated.As a Supply Chain Graduate, youll rotate across key areas of the su

As a PCB Technician you will receive the below benefits:.Compressed 4-day working week available.Overtime paid at time and a half, double time on Sundays.Pension contribution matched up to 8%.As a PCB Technician your duties will include:.Assembling printed circuit boards (PCBs) to IPC standards.Sold

An established and growing manufacturing business is seeking an experienced TIG & MIG Welder to join their production team.The company specialises in precision-engineered instrumentation for industries such as automotive, aerospace, and industrial manufacturing.Opportunity to sell unused annual leav

Are you hands-on, curious, and love figuring out how things work? Whether you have a passion for electronics engineering, recently finished studying electronics or picked up practical skills through projects, this could be the perfect next step to kick-start your career.Assembling and testing electr

P/Hr Overtime and company benefits.Monday to Friday 0600-14:00/14:00 22:00.Join a Global Engineering Leader.We are seeking an experienced Welder to join a well-established manufacturing business with over 100 years of engineering heritage.Working within a modern production environment, you will sup

Maintenance & Facilities Engineer.TechPoint Group is one of the largest UK-owned CEMs, providing EMS and supply chain services to leading technology companies across the UK and Europe.Operating from a modern, clean environment, supporting customers in commercial, space, defence, transport, audio, mo

CNC Turner Programmer, Setter & Operator.Monday to Friday 0600-14:00/14:00 22:00.Join a Global Engineering Leader.We are seeking an experienced CNC Turner to join a highly skilled manufacturing team producing precision-engineered components for critical industries including Oil & Gas, Power, Defen

This is a fantastic opportunity to join a fast-paced, technically advanced environment where your expertise will play a key role in ensuring product accuracy and performance.As a CMM Operator, youll be responsible for setting and operating coordinate measuring machines to inspect complex components,

Metal Polisher (Stainless Steel Architectural Metalwork).Were recruiting for an experienced Metal Polisher to join a busy fabrication environment specialising in high-end architectural metalwork.This role will focus on polishing and finishing stainless steel components to a high visual standard, su

Marlow (minimum 4 days on-site, 5 preferred).We are currently seeking an experienced.This is a fantastic opportunity to work hands-on with advanced electronic sub-assemblies, collaborating closely with a skilled engineering team in a fast-paced, innovative environment.As an RF Test Engineer, you wil

Join a Leading UK Electrical Manufacturer.We are seeking a Stores Operative to join our team within a modern and organised manufacturing environment.This role will involve supporting warehouse operations, stock control, goods handling, and ensuring products are prepared and supplied efficiently to m

Are you a hands-on problem solver who takes pride in keeping critical infrastructure running smoothly? Were looking for a proactive.This is a fantastic opportunity for someone who enjoys variety in their day and thrives in a practical, fast-paced setting where no two days are the same.Youll be at th

As a Assembler you will receive the below benefits:.Compressed 4-day working week available.Overtime paid at time and a half, double time on Sundays.Pension contribution matched up to 8%.As a Assembler your duties will include:.Assembling mechanical sub-assemblies and full products in line with engi

We at Orion are recruiting experienced Dual Fuel Smart Metering Engineers to join our expanding metering workforce, installing smart meters in domestic properties across the region.

Are you a hands-on individual who enjoys fixing, maintaining, and keeping things in top condition? Were looking for a reliable and proactive Handyperson to join our team in Wallingford, helping to ensure our site remains safe, tidy, and well-maintained.This is a great opportunity for someone who enj

Orion is partnered with a fast-paced manufacturing business located inCoventrywhich is r.

Key Responsibilities of the Mechanical Fitter Read, interpret, and work accurately from assembly and pneumatic drawings Support the mechanical and pneumatic assembly of machinery and spare parts to a high standard Run field wiring in preparation for electrical fitters Conduct routine inspections on

Multi-skilled maintenance engineer sought for a fast-paced role focusing on preventative and reactive maintenance.The position involves day and night shifts with opportunities for overtime.

Install smart meters in domestic homes, deliver excellent customer service, and work to industry safety standards.This role offers salary or day rate options with bonuses and call-out opportunities.

Maintenance Engineer sought to maintain electrical and mechanical systems in a high-volume manufacturing environment.

Job Title: Mobile Service Engineer.Mobile Service Technician Based in Slough but covering the South East region.Full-Time Door-to-Door Pay Company Van Provided.We are a market leader inspecial purpose vehicles, and were seeking an experienced Mobile Service Technician to join our expanding team.This

Maintenance Engineer sought to maintain and improve production equipment for PCB manufacturing lines, with a focus on electrical engineering and fault finding.

Carries out electro-mechanical assembly of products, including PCB assembly and harness building, collaborating with the design team.

Mechanical Fitter needed for assembly, pipe bending, hydraulics, and fabrication, with technical drawing skills.

Seeking Electrical Fitters for a permanent, full-time role in an expanding electrical manufacturing business.Offers flexible hours and overtime.

Responsible for electro-mechanical assembly, PCB assembly, harness building, firmware calibration, fault finding, and final product testing.Requires PCB assembly and reworking experience.

Seeking a Business Development Manager to expand the construction sector client base across the South of England, focusing on building new relationships and growing the trades and labour division.

Job Title: Fabricator - Night ShiftJob Title: Fabricator.Hours:5pm-330am Monday - Thursday - nights.Contract: up to £28 - £32 per hour LTD or Umbrella - Depending on experience.Reporting directly to the Team Leader, th.

Seeking a Wirer for a manufacturing company in Slough.Responsibilities include wiring, assembly, and reading engineering drawings.Requires experience and attention to detail.

Supervise sheet metal production, ensuring safety, quality, and efficiency within a high-volume manufacturing environment.

Seeking an experienced Paint Sprayer to apply specialized coatings to assemblies and components, ensuring high-quality finishes.

Seeking an Air Source Heat Pump Engineer to service and repair renewable heat pumps.Training and company benefits are provided.

Seeking a Mobile Plant Electrician for heavy-duty hydraulic presses and shears.Includes field work, staying away, and a competitive salary.

Seeking an Electrical Maintenance Engineer for a renewable energy site to perform planned and reactive maintenance, ensure equipment reliability, and support plant performance improvements.