Re: BT has "senior managers responsible for ‘customer experience’"?
In the far distant past I applied for a job at their Martlesham Heath research centre, duly trekked halfway across the country for a full days interviewing, then spent 30min being interviewed for the tech job, 60min getting the tour and the entire rest of the day being tested on my customer handling skills. For a job that would never see me meet a domestic customer and not involve business support at all.
BT have always valued the ability to bullshit customers over ability to do the job of building working systems.
[Another interview around the same time: I apply for a job in office automation, 1st question in the interview "are you happy to sign the official secrets act" and a rapid admission I'd actually be designing missile guidance systems. They at least had the decency to end the interview there and we just talked about beer for a while instead of really wasting my time]