Customer Solutions Design Practitioner - ESN

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Customer Solutions Design Practitioner - ESN

Join to apply for the Customer Solutions Design Practitioner - ESN role at BT Group

Customer Solutions Design Practitioner - ESN

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Join to apply for the Customer Solutions Design Practitioner - ESN role at BT Group

Job Req ID:48859

Posting Date:29/07/25

Function:ESN Customer Solution Design

Location:London, Bristol, Manchester, Birmingham or Glasgow

Why this job matters

The Emergency Services Network (ESN) is a huge strategic priority for BT and our commitment to do the best for our customer and our country. ESN will be one of the most advanced Emergency Services Networks in the world. and BT is proud to the official supplier providing mission critical and trusted communications for Britain’s Emergency Services. The ESN will replace the existing Airwave network and building upon on EE’s existing 4G network and to provide essential new voice, data services, and critical communications services to 300,000 members of frontline emergency service users.

At BT we want to do the right thing for our public sector, and in ESN terms that means delivering solutions which are truly fit for operation purpose for our front line emergency services. You will provide customer insights and operational expertise to help develop ESN to become fully operational and enable the closure of the Airwave network. The role will be broad and involve interactions with the Home Office, user organisations (of which there are several hundred on Airwave), our internal networks, digital, security and delivery teams. In addition, the ecosystem is extensive and complex, and so our activity must interlock with several other ESN providers.

The successful candidate will need to go through SC Level Security Clearance as a minimum. You may even be required to undergo further National Security Vetting (e.g. CTC or NPPV).

What You’ll Be Doing

Accountable for providing customer insight about operational practices of our Emergency services (including control room functions, communications operations etc) and identifying/raising operational risks, working closely with the risk team
Build great relationships with vendors across the ESN eco-system. You may from time to time be expected to support engagement sessions with users to help explain our solutions and gather feedback
Support any technical and operational developments that need to be included in the future product roadmap for ESN and the development of products to service adjacent markets beyond Emergency Service where safety critical network communication systems are required
Proactively stay aware of market changes and operational trends across services used by the Emergency Services

The Skills You’ll Need

Solution Selling

Relationship Building

Customer Experience

Customer Relationship Management

Communication

What We Would Like To See On Your CV

Proven experience of technical solutions used by the emergency services today (TETRA, control rooms and dispatcher solutions, PTT, mobile, applications, hardware etc) and the operational use of such solutions (user journeys, business process, change processes, live operations, major incident management, cross-organisational working etc)
Detailed operational understanding of MCPTX, including terms of features, functionality and usability
Excellent communication and influencing skills with the ability to interact with all users in an authentic and credible way
It would be advantageous to possess an established network within the Emergency Services and knowledge of technical standards for TETRA and 3GPP
Ideally candidates will have experience of public safety communications systems. Technical understanding of 4G mobile networks would also be advantageous, but not essential provided that there is a willingness to learn

Benefits

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

10% on target annual bonus
BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
X4 Salary Life Assurance
Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
25 days annual leave (not including bank holidays), increasing with service
From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up.
Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
24/7 private virtual GP appointments for UK colleagues
2 weeks paid carer’s leave
World-class training and development opportunities
Option to join BT Shares Saving schemes
Discounted broadband, mobile and TV package
Access to 100’s of retail discounts including the BT shop

Flexible Working

This role offers 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.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1 -2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

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.

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Job function
Consulting, Information Technology, and Sales
Industries
Telecommunications

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