Stacy Young
Head of Knowledge Management @EE
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WORK HISTORY
Head of Knowledge Management @EE
Warrington, GB
2021 KM REALITY AWARD WINNER: BT Consumer (kmworld.com)Working cross brand I am responsible for all aspects of knowledge management for BT, EE & Plusnet consumer brands. I own the delivery of one service strategy across the brands, delivering a future proof solution making use of artificial intelligence practices to deliver a step change in customer experience. In the last 3 years I have transformed the knowledge solution to BT and PlusNet supporting well over 12k advisors, driving alignment of content across the brands to benefit from best in class, delivering economy of scale and significantly step changing customer service performance with measured results. Responsible for all content provided to customers and advisors on new product and proposition launches and supporting In-Life transformational improvements within the consumer sales and service environment.Lead on all service comms to customers, including E2E production, deployment and ongoing inlife management. Lead on community channel. Supporting super users across our 3 brands, including change roll out and training, linking knowledge and providing insights back into our commercial teams for ongoing market research.
EDUCATION
St John Rigby 6th Form College Orrell
A Levels, Maths, Business, Performing Arts
The University of Salford
Bachelor of Arts (BA) with honours, Business, Management
The University of Salford
CIM, Marketing/Marketing Management, General
University of Exeter
Senior Leadership L7 Apprenticeship with MBA, Senior Leadership
SKILLS
ABOUT STACY YOUNG
I am a transformational leader with over 25 years of experience at BT, where I have consistently driven improvements in customer experience, operational efficiency, and digital innovation. My leadership has impacted over 30 million customers, with a strong focus on inclusive service delivery and technology-enabled care.I have successfully led cross-functional teams to implement pioneering solutions, including the integration of artificial intelligence to enhance service quality and accessibility. My work has been recognised with the KM Reality Award for BT Consumer, reflecting my commitment to knowledge-driven transformation.As Director of EE Companions, I spearheaded a national volunteering initiative that tackled loneliness during the COVID-19 pandemic—creating meaningful human connections and supporting vulnerable communities. This program exemplifies my ability to lead with empathy and deliver social value at scale.My core strengths include strategic communication, stakeholder engagement, and programme delivery. I am known for inspiring teams to achieve excellence, delivering change with integrity, and maintaining a strong focus on wellbeing and inclusion.Outside of work, I am a parent governor at my daughter’s high school, where I champion personal development and educational equity. I am currently studying for a Master’s in Strategic Leadership at Exeter University, further deepening my capability to lead complex systems and drive public value.
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