Overview
Product Success Manager (Home & TV) (One Braham (4140), London, United Kingdom)
Closing Date: Sunday 19th October 2025
Location(s): Birmingham, Bristol or London
Flexible Working
The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.
About BT Group – Consumer
BT Group – Consumer is home to three of the UK’s most trusted and widely used brands: EE, BT, and Plusnet. Together, we serve over 25 million customers, helping people stay connected, informed, and entertained — whether at home, at work, or on the move.
EE is the UK’s best-performing mobile network, winning RootMetrics’ Overall Network Performance award for 12 consecutive years. It leads in speed, reliability, and 5G coverage, with 13.2 million 5G-connected customers and a mobile network covering over 87% of the UK population.
BT is the UK’s largest fixed broadband provider, with 8.8 million broadband customers and a growing full fibre base of 3.2 million consumer premises. It also offers premium TV, landline, and digital home services, and plays a vital role in powering homes, businesses, and public services across the country.
Plusnet is consistently recognised for its award-winning customer service and value. In 2025, it was named Best Broadband Provider, Most Reliable Provider, and Most User Friendly by Broadband Genie, and won Uswitch’s National Broadband Provider of the Year for the third year running.
As part of BT Group — the world’s first telco — we’re driving one of the UK’s most ambitious digital transformations. Our full fibre broadband network now reaches over 19 million premises, with a goal of 25 million by the end of 2026. Our 5G infrastructure has increased average download speeds by 121% since 2019, and we’re investing in next-gen technologies like Wi-Fi 7 and standalone 5G to future-proof connectivity.
We’re also radically simplifying how we work — streamlining systems, embracing AI, and modernising our platforms to deliver faster, smarter, and more personal experiences for our customers. This transformation is reshaping how we serve the UK, and how our people shape the future of tech.
There’s never been a more exciting time to join the BT Group – Consumer team. Whether you’re passionate about innovation, customer experience, or building the networks of tomorrow, we’ve got a place for you. Ready to be part of it?
The Scope
The Product Success Manager plays a key role in shaping customer experiences and driving business growth across the Home and TV portfolio. Sitting within the Broadband, TV and Transformation team, the role connects product strategy with execution—ensuring every launch is insight-led, commercially sound, and customer-focused.
By embedding customer insight and Net Promoter Score (NPS) into decision-making, the role amplifies the customer voice and aligns product development with measurable outcomes. Acting as a strategic partner across Product, Marketing, and Commercial teams, the Product Success Manager transforms complexity into clarity—delivering products that are market-ready, customer-loved, and commercially successful.
What you'll be doing
Craft and Communicate Compelling Product Narratives
Translate complex product features into clear, customer-focused messaging that resonates with audiences and drives adoption. Continuously refine and optimise messaging across the product portfolio to highlight value and differentiation beyond launch moments.
Lead Insight-Led Go-to-Market Strategies
Partner with Product, Insight, and Go-to-Market teams to deliver impactful product, feature, and content launches. Ensure every initiative is grounded in customer insight, commercially sound, and clearly articulated to internal teams, Guides, and customers.
Embed Customer Insight into Product Strategy
Champion the use of customer feedback, Net Promoter Score (NPS), and market research to shape product development and positioning. Stay close to customers through research, forums, and frontline engagement to ensure products meet real needs and deliver genuine value.
Influence Roadmaps and Commercial Outcomes
Connect product strategy to business performance by influencing investment decisions and roadmap priorities. Align product success with profitability, customer engagement, and market opportunity to support sustainable growth.
Foster Agile, Cross-Functional Collaboration
Promote agile ways of working across teams, encouraging iterative delivery, continuous feedback, and strong collaboration. Act as the product expert across Marketing, Sales, Commercial, and Operations, ensuring a shared understanding of how products solve customer problems and create business value.
Experience needed to be successful in the role
Product Marketing and/or Proposition Development experience
Must have held roles in product marketing, proposition development, product evolution, or transformation—ideally within large, complex, and matrixed organisations. Experience in customer-led, agile environments is essential to navigate cross-functional delivery and strategic execution.
Strategic Thinking & Commercial Acumen
Proven ability to translate complex challenges into clear, data-driven strategies that deliver customer and business value. Strong understanding of commercial KPIs such as NPS, base growth, and net adds, with experience in financial modelling and business case development.
Customer Insight & Data Fluency
Deep expertise in customer insight methodologies, behavioural analytics, and applying data to shape product positioning and go-to-market plans. A customer-first mindset is essential, with a passion for delivering exceptional experiences.
Go-to-Market Leadership
Demonstrated experience leading product and feature launches, migrations, and content introductions. Skilled in coordinating cross-functional teams to deliver seamless, high-impact execution in fast-paced, agile environments.
Communication & Storytelling
Ability to translate technical complexity into compelling, customer-centric narratives. Skilled in shaping and communicating strategic messaging across diverse audiences and product portfolios.
Collaboration & Adaptability
Strong track record of influencing and aligning stakeholders across matrixed organisations, including senior leaders. Comfortable navigating ambiguity, fostering team momentum, and adapting quickly to evolving priorities.
Benefits
- Annual on target bonus 10% (personal and company performance multipliers)
- BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
- 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
- 2 weeks carer’s leave
- From January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
- Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
- Life Assurance (4 x life cover pay)
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
- My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
- Discounted EE TV including TNT Sport and the NOW Entertainment membership.
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- Volunteering days so you can give back to your local community.
- Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
- 24/7 private virtual GP appointments for UK colleagues
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.
