Software Engineering Manager (Customer Digital Experience)

Job description

Job Req ID: 59575 Posting Date:13/07/2026 Function: Software Engineering Location: Bristol, Manchester, Birmingham & London About the role At BT, we are transforming how our customers interact with us through digital channels, creating simpler, smarter and more intuitive experiences. As a Software Engineering Manager within our Customer Digital Experience team, you will lead engineering teams responsible for delivering and enhancing customer-facing web, mobile and self-service platforms used by BT Business customers. Working closely with Product, Architecture and Business stakeholders, you will help deliver high-quality digital experiences that improve customer outcomes and support BT's wider digital transformation ambitions. You'll play a key role in driving engineering excellence, developing talent and delivering scalable solutions using modern technologies and engineering practices. What you’ll be doing Leading and developing software engineering teams across the UK and India. Delivering customer-facing web, mobile and self-service solutions. Working closely with Product, Architecture and Business teams to deliver customer and business priorities. Driving engineering best practices, quality, resilience and operational excellence. Supporting technical decision-making across modern cloud-native and microservices-based environments. Delivering scalable and reliable solutions using technologies including AWS, Kubernetes and modern engineering frameworks. Contributing to platform enhancements and continuous improvement initiatives. Supporting BT's digital-first customer experience initiatives through automation and innovation. Delivering capabilities across web, mobile and chatbot channels. Helping teams adopt modern development practices, tools and technologies. Coaching engineers and supporting career development and team growth. Essential Skills / Experience Experience leading software engineering teams within modern development environments. Experience delivering customer-facing digital products, web platforms, mobile applications or self-service solutions. Experience working with technologies such as React, Node.js, Flutter, AWS or similar modern technology stacks. Understanding of cloud-native architectures, APIs, microservices and modern software engineering practices. Proven track record of delivering scalable, resilient and high-performing digital solutions. Strong stakeholder management and communication skills Desirable Skills / Experience Experience with customer experience platforms such as ServiceNow, Salesforce, Zendesk, Genesys, Sprinklr or similar technologies. Experience working with web, mobile and customer self-service platforms. Knowledge of DevOps, CI/CD, Site Reliability Engineering (SRE) and Agile delivery practices. Experience working with AI, automation, chatbots or digital customer engagement technologies. Experience delivering measurable improvements in customer experience, operational efficiency or platform performance. Strong coaching, mentoring and people leadership capabilities Our Package 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 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 scheme