The career framework

The skills, knowledge and experience

expected of you at each career level
The career framework

The career framework is built around three key areas.

The career framework – career level F

What we value and expect from you

Customer partner You prioritise your customers, taking time to understand and empathise with their situation in a professional and friendly manner.

Self starter You're determined, and focus your effort on achieving your objectives. You take the initiative without being prompted by others.

Straight talker You express yourself clearly and concisely, making it easy and simple for others to understand your points.

Continuous improver You voice concerns or put forward a suggestion if a process is not working well, trying to find a better approach. Adopts process changes new technology.

Constant achiever You complete tasks on time, prioritising your workload to deliver for yourself and others.

Active learner You're committed to learning new skills, dedicating time to focus on development and acquiring knowledge.

Team player You actively contribute to a supportive team environment. You go out of your way to help and support others, offering advice and guidance freely.

Problem solver You break down problems and take a structured, considered approach to exploring them.

What you need for your job and the future

Use data analytics You develop your knowledge of data and ways to present it that help people make decisions. You support the delivery of improved data analytics in our business.

Be tech savvy You develop your knowledge of new technologies and how they're used in our business.

Be Agile You develop your knowledge of best practice to collaborate confidently with people in your team.

Give specialised advice You offer advice when requested for a single decision, making recommendations for or against.

What you bring to your job

• you've organised and delivered an induction or training programme for new colleagues in BT, • you've been exposed to direct anger from a colleague or customer, and have resolved the
processes or systems situation
• you've coached or counselled a colleague through a period of difficulty or struggle at work • you've contributed into streamlining or refining processes, systems or policy to make them more
• you've actively represented your own views and those of others efficient
• you've managed yourself and your reactions during a period of intense pressure or stress • you've picked up someone else's work at short notice
• you've built an internal network that helps you achieve work goals
The career framework – career level E

What we value and expect from you

Customer partner You put the customer first, promoting the breadth of services. Looks to fully understand the customers’ needs and align relevant solutions.

Self starter You respond quickly to challenges, working independently using your initiative and seeking guidance only when necessary.

Straight talker You communicate and persuade in a clear and professional way, avoiding jargon and making complex technical information easy to understand.

Continuous improver You question current processes, trying to change and work smarter. You try new approaches or ideas, seeking to understand the benefits and opportunities that they
offer.
Constant achiever You deliver excellent levels of service and quality in your work, consistently achieving results.

Active learner You're quick to learn from experience and mistakes, readily applying new knowledge to the next challenge. You accept feedback and develop your self-awareness.

Team player You navigate relationships openly and honestly. You share knowledge and information to directly benefit or support others.

Problem solver You're structured and methodical, analysing and exploring the causes of issues. You use evidence and available information to shape the best solutions to problems.

What you need for your job and the future

Use data analytics You use your knowledge of data and it's presentation to help colleagues make decisions. You deliver initiatives that improve data analytics in our business.

Be tech savvy You develop and contribute to knowledge of new technologies, how they're used in our business and in others.

Be Agile You use your knowledge of best practice to collaborate with peers across the business in different ways.

Give specialised advice You offer advice and recommendations based on your expertise both proactively and on request.

What you bring to your job

• you've worked alongside colleagues or led a team through a period of intense stress and • you've advocated and applied technology where it has not been used previously
pressure • you've used knowledge of the business to sell, negotiate or persuade
• you've suggested cost savings to assist budgets • you've delivered results when the deliverables were unclear
• you've developed quotes or business cases and ways to avoid costs • you've tackled process or policy obstacles to delivery
• you've handled office politics or disagreements whist maintaining personal integrity • you've coordinated the work of colleagues or team to fit within a broader programme of work
• you've developed an internal network of strong working relationships you can call on to assist • you've delivered a project ahead of time
with your role
The career framework – career level D

What we value and expect from you

Customer champion You understand the customer's needs and challenges, and look for opportunities to create a brilliant customer experience.

Bold decision maker You break down problems and make decisions using analysis, intuition and expertise.

Solution-focused achiever You deliver and coordinate activities and respond positively to challenges.

Team coach You contribute to a high performing culture, empowering others through coaching and development.

Inspiring communicator You create inspiring messages, considering different perspectives and delivering simple communications.

Change agent You support change initiatives locally, adapting quickly and delivering change effectively.

Collaborative partner You develop great working relationships with stakeholders, sharing knowledge and collaborating.

Commercial thinker You develop and implement ideas, using internal commercial insight and the latest external thinking.

What you need for your job and the future

Use data analytics You identify opportunities to use data analytics to make better decisions. You deliver process, systems or tool changes to improve our data analytics capability.

Be tech savvy You partner with other areas of the business and other organisations to develop understanding of new technologies and how they're used.

Be Agile You identify opportunities to use collaborative approaches and continuous improvement. You contribute to projects as a subject matter expert or content owner.

Give specialised advice You offer expert advice and recommendations in your areas of subject expertise.

What you bring to your job

• you've taught your team how to do their roles more effectively • you've aligned project plans and objectives with BT's strategy and values
• you've managed headcount and departmental costs when cost was under pressure • you've actively participated in strategy setting sessions
• you've undertaken a teambuilding exercise, and measured your resulting team's motivation and • you've moved outside of expected process or practice to suit the needs of a customer,
feedback colleague or client
• you've managed a low performing team to a successful outcome • you've been a spokesperson for others on issues of integrity
• you've made decisions in ambiguous situations using incomplete information or differing opinions • you've worked with people from other business locations or functions
(eg divided team loyalties or unclear deliverables)
The career framework – career level C

What we value and expect from you

Customer champion You make sure your team understands the customer's needs and expectations. You use operational and technical expertise to deliver brilliant experiences.

Bold decision maker You solve problems to help your business unit achieve its goals. You provide expertise and insight to support bold decisions.

Solution-focused achiever You identify and implement plans to overcome obstacles and achieve ambitious goals.

Team coach You build high performing cultures within teams. You empower and support coaching and development activities.

Inspiring communicator You create compelling messages that inspire and influence others to support each other and the business.

Change agent You drive change programmes and act as a positive role model during times of ambiguity, so that we deliver effective outcomes.

Collaborative partner You build internal and external relationships, collaborating both operationally and technically to deliver business results.

Commercial thinker You develop, and implement ideas that benefit our business, using your understanding of internal commercial insight and the latest external thinking.

What you need for your job and the future

Use data analytics You coordinate and establish the development and use of data analytics to make decisions. You provide comprehensive technical expertise to deliver data analytics
capability.
Be tech savvy You provide comprehensive technical expertise on relevant new technologies. You coordinate knowledge sharing about new technologies for the rest of the team.

Be Agile You lead collaborative ways of working and continuous improvement. You encourage their adoption where necessary to deliver the best results for the customer.

Give specialised advice You provide guidance and counsel on complex and unfamiliar situations often, involving risk and emotion.

What you bring to your job

• you've showcased expertise on a project or a specific piece of work or led a project outside • you've communicated BT's business strategy to multiple audiences
of the core areas of your skill • you've created a recovery plan for a struggling part of the business
• you've collaborated on a new project with a recognised expert • you've volunteered for extra responsibility such as project team involvement or leadership
• you've led a cost reduction effort • you've managed a team of employees from different locations or regions
• you've allocated and directed a budget for part of the business
• you've handled a difficult people issue well – eg redundancy, disciplinary, re-organisation
• you've managed a rapidly growing team or part of the business
The career framework – career level B

What we value and expect from you

Customer champion You take ownership for brilliant customer experiences and create plans that deliver on customer expectations.

Bold decision maker You drive bold decisions in your business unit, analysing complexity and enabling straightforward decision making.

Solution-focused achiever You translate strategy into ambitious goals, outcomes and timelines. You provide solutions to complexity.

Team coach You create a high performing culture in your business unit, engaging teams and championing coaching and development.

Inspiring communicator You create inspiring messages for stakeholders and teams, linking and explaining programmes of activity and work.

Change agent You lead complex change programmes, supporting teams to perform effectively in all circumstances.

Collaborative partner You build networks inside and outside of the business with stakeholders who share in the business unit agenda, removing barriers to collaboration.

Commercial thinker You implement breakthrough ideas and propositions that benefit our business, using your understanding of external market forces and internal commercial drivers.

What you need for your job and the future

Use data analytics You drive the development and use of data analytics to make business decisions. You act as a thought leader, recommending new approaches to use data analytics.

Be tech savvy You act as a thought leader for specific new technologies. You drive awareness and understanding of new technologies in your team and connect these technologies
to our business strategy.
Be Agile You manage and implement improvements to the work environment and ways of working. You implement collaborative working practices and continuous
improvement.
Give specialised advice You provide expert advice and guidance, empowering others to shape significant decisions.

What you bring to your job

• you've advised external bodies as a subject matter expert on your particular specialism • you've launched a new business idea or process improvement to address a business challenge
• you've managed a budgetary challenge and difficult decision-making to ensure profitability was • you've managed a merger or acquisition in your part of the business
maintained • you've successfully engaged and influenced others in challenging contexts. Examples could be:
• you've helped a team overcome organisational conflict or disharmony in global/international cross cultural environments
• you've managed multiple functions or teams at the same time • you've hosted or chaired a difficult communication or PR event successfully
• you've met the needs of stakeholders with competing interests
The career framework – career level A

What we value and expect from you

Customer champion You shape customer strategies so that our business can stay ahead of our competitors and create brilliant customer experiences.

Bold decision maker You take bold decisions that advance the business and achieve our strategy.

Solution-focused achiever You lead and set ambitious goals, providing organisational solutions to achieve our strategy.

Team coach You drive a high performing culture, with a strong sense of purpose and empowerment.

Inspiring communicator You create an inspiring environment and vision across the business. You navigate the organisation and deliver inspirational messages that showcase our strategy and
brand.
Change agent You lead complex, strategic changes across the business so that it can transform quickly and perform effectively.

Collaborative partner You maintain a strong network inside and outside of the business, partnering with strategically important stakeholders and building opportunities for collaboration.

Commercial thinker You sponsor innovation in our business, using your sophisticated understanding of market forces.

What you need for your job and the future

Use data analytics You understand the importance of data analytics and champion the use of data analytics capabilities to make strategic decisions. You openly challenge decisions and
strategies that aren't data driven.
Be tech savvy You're up to date with the latest technologies and how they're being used to drive our strategy. You openly encourage and facilitate organisational conversations
about technology, strategy and the customer.
Be Agile You own the work environment and the way your teams work together. You're accountable for removing obstacles to collaborative working. You implement iterative
approaches and continuous improvement.
Give specialised advice You act as a subject matter expert, advising, counselling and guiding decisions at the highest level in the business.

What you bring to your job

• you've demonstrated a personal external profile, evidenced by publications or regular public • you've generated commercial ideas and propositions to gain competitive advantage.
or customer communications and/or contributions to professional bodies or And you've influenced to have them adopted
• you've led and sustained a successful turnaround of a business or division, resulting in • you've communicated difficult messages to press and public or dealt with a challenging
profitability and stable business results PR situation
• you've handled contentious and multi-faceted employee, supplier or political negotiations • you've managed your reputation internally and externally during difficult interpersonal
• you've built a vision and energised people to achieve it, built organisational confidence challenges
and optimism