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Personal insight: A day in the life of Nigel Hannant

Nigel is the Head of Online at BT Wholesale. We dig a little deeper to find out more about him and what motivates and challenges him in his daily business life.

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Personal insight: A day in the life of Nigel Hannant

“I’m responsible for making sure that our online capabilities support the needs of our customers”.

How long have you worked for BT Wholesale?

I joined BT Wholesale about four years ago. Prior to that, my most recent role was as the Head of the Online Experience Team for Billing in BT Business.

What are your main roles and responsibilities?

As the Head of Online for BT Wholesale, my main role is to define and enhance the end-to-end online experience for our customers, whilst also always driving our longer term strategic vision. As a result, I’m responsible for the transformation of the site and making sure that our online capabilities support the needs of our customers, so that it’s as easy as possible for them to do business with us. This also involves instilling a ‘digital first’ culture and mindset within the organisation.

What is your usual daily routine?

I’m usually involved in meeting customers and talking through their needs or any new requirements they might have – as well as any issues that they’re facing. To complement this, I also work closely with the different stakeholders throughout BT Wholesale, including Sales and Marketing, Customer Service, and Products. I want to ensure that our activities within Online are aligned with each of their goals. Finally, I spend time informing and educating the business about ‘what good looks like’ from an online perspective, and banging the ‘UX’ (user experience) drum...

What do you enjoy, what frustrates you and what are your key challenges?

I enjoy the visionary aspect of my job – thinking about what the future holds, how it will impact and affect our customers, and then making it happen.

I also love demonstrating new services and capabilities to our customers. One of the main frustrations comes when we have to compromise on the best possible customer experience due to a technical constraint. Because we have a complex online estate, one of the key challenges is the need to constantly adapt and improve our website to meet changing customer demands – but we’ve made great strides forward in this area recently.

Customers’ expectations of ‘what good looks like’ evolve rapidly – sometimes I think that it would be great to be able to slow down the rate of change a little!

If you could have any other career or talent, what would it be?

Working in Online helps to satisfy my passion for design, photography and words. I often tell my colleagues that I have the best job in BT. However, if I had to choose another career, it would be to blend perfumes, or to be a jeweller, or even a professional wine taster!

In terms of talent, I would love to be able to play the piano effortlessly (and in tune!).

Who would be your ideal dinner party guest?

It would have to be someone who is fun and is passionate and enthusiastic about life. Meeting people who have a passion for life is inspiring and rubs off on those around them.

How do you like to spend your leisure time?

Reading, and sharing my photographs on Flickr.

What would you like to do when you retire?

I’d like to spend more time taking and sharing photographs. Ideally, I’d also like to have the option to split my time between the coast, the city and the countryside!

If you were granted one wish, what would it be?

I wish that I could have an unlimited supply of wishes that would come true, to make up for the inevitable mistakes I’d made in the first few wishes!

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