Raj Kalsi
Customer Notifications Manager @BT Group
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WORK HISTORY
Customer Notifications Manager @BT Group
London, GB
In this programme my key responsibilities are to meet the product, network and exchange closure timescales we need to accelerate Enterprise’s customer migrations. This requires an expanded migration programme to plan and execute sufficient migration activity across all our customer segments to achieve the optimum commercial and customer outcomes, on time.This role has me working with various high level stakeholders- Directors- Legal- Regulatory- Marketing- Global- Account Managers
EDUCATION
Seven Kings High School
GCSE's
Valentines 6th form college
GNVQ, Business
ABOUT RAJ KALSI
Having been at EE / BT for 10 and a half years now I have worked across many platforms of the business from Corporate Account Management to Retail then swiftly moving in to H/Q supporting our Retail stores with system and customer queries. Shortly after, I moved in to Commercial Implementation and Performance & Insights which looked at introducing new efficiencies in to our Retail estate. In terms for Performance & Insights, this consisted of sales reconciliation and incentive setting to help drive performance across the base with a hint of competition amongst the various Regions.My career then took me in to Consumer Digital where the objective was to drive traffic in to the online BT Broadband and BT TV customer journey to ultimately driving an uplift in sales conversion. This had me working across the business with various stakeholders to set in motion changes to the site to deliver a better customer experience with less screens and less clicks to then result in a far shorter customer journey. Using insight from Adobe, I built a dashboard that showed the volume of customers that started the journey on a daily basis vs how many dropped out at each stage allowing me to identify the pinch points in the journey. I also used Adobe to help me understand error rates and what was deemed as acceptable and non-acceptable errors correcting these to reduce PTC.Based on this I was asked to move teams to help launch a new trading platform on the MY EE App and Website. This role saw me exercise and grow my Excel skill and had me building trading dashboards from scratch as well leading on Digital Trading for our Security products driving conversion with tweaks to the site and working with 3rd party affiliates to raise customer awareness.This brings me to today where I am proudly the new Customer Notifications Manager for BT Business. This role has me working with a new cohort of stakeholders such as Legal, Regulatory, Global, Marketing, Account Managers and Directors.
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