Senior Digital Product Manager

London (Greater)
10 Oct 2018
08 Nov 2018
Contract Type
Full Time
Senior Digital Product Manager

Location – London

Job Description

Deliver Digital customer experiences for major programmes covering product launches and transformation initiatives, forming and delivering the Digital go-to-market strategies for these large scale changes.

Ensure delivery of new products & journeys interlocks with other transformation programmes, identifying and demonstrating the business benefits of initiatives and new capabilities.

You’ll be passionate about delivering great customer first experiences and promoting self-service both to our customers and internally, providing direction to and working with the Studio and Technical teams on optimisations to the delivered journeys.

You’ll be the strategic lead as the Digital product owner, accountable for improving and creating an experience that customers want to use more, increasing our digital engagement and channel share.

You’ll plan and execute brilliant digital strategies & roadmaps, working with senior stakeholders across the business to make sure that they and their teams are thinking digital first in all their activities and plans.

You’ll have an in depth understanding of the performance of your activities and you’ll be able to clearly communicate new opportunities and results of deliveries regularly to senior management i.e. GM level and above.

Ultimately you need to thrive under pressure and be a great problem-solver, with impressive powers of persuasion to manage multiple senior stakeholders across a large matrix organisation. We want someone that can take charge, organise and deliver!

Key Responsibilities

Delivering Digital journeys for major programmes

* Digital Product Owner for Online Servicing team and key interface to core project teams senior stakeholders across the wider business

* As the Product Owner you sit at the centre of Business, Experience & Studio to ensure we build market leading customer first journeys

* Responsible for the go-to-market strategy of major programmes and transformation, taking a lead across the Existing Customer function and pulling in key teams such as Retention

* Establish a roadmap of interventions, optimisations and new capabilities within major programmes to significantly reduce service calls into the business, reduce propensity to contact, drive up online channel share and increase NPS

* Identify and brief requirements to analytics for insight required to support these interventions and your decision making, proving and tracking business case benefits

* Trade on key KPIs of delivered initiatives and explain performance using insight from web analytics, customer feedback, key call drivers and Session Cam

* Use these insights to inform high level requirements and your post go-live strategy & product roadmap, communicating these to your Customer Experience and Studio colleagues to create customer focused solutions

Evangelise Digital Self-Service

* Responsible for promoting our strategy of consumer self-service and account management to senior stakeholders within large scale change projects

* Consider, develop and deliver cross channel strategies & digital initiatives across both online and offline channels to promote online servicing to existing customers.

* Execute communication plans, communicating to internal and external audiences the delivery of digital change

* Be a leading influencer representing Digital by forecasting benefits of your roadmap and its contribution to key KPIs, driving investment and priority decisions

What you’ll be doing

* Driving a shift in behaviour – You’ll use the latest digital thinking and techniques to ensure that our customers are aware of what we offer and have great online experiences, making sure they always chose Digital first.

* Spotting opportunities - You’ll see ways for us to make the experience even better for our customers and you’ll convince other teams that your ideas make business sense.

* Crunching numbers – Ideas can come from sifting through data and other insights about how people use our sites. You’ll make them add up to a compelling reason to change, and you’ll report KPIs and key insights to the business.

* Bringing ideas together and making them real – You’ll work with teams from across the business, take feedback from customers and be part of a digital revolution to deliver new experiences which are truly exceptional.

* Plotting the future – You are passionate about future digital capabilities and trends, ensuring we’re meeting customer digital expectations that match their online experiences beyond just the world of Telecoms.

What you’ll be good at

* Influencing people – Developing plans to convince customers to self-serve rather than call the contact centre. You’ll also need to convince senior stakeholders that your ideas and recommendations will work across major programmes.

* Think customer and digital first – Represent the voice of the customer and their needs. Make digital so easy that they prefer to use it again and again.

* Prioritisation – You’ll be able to plan and manage your time efficiently to produce and manage inspiring product backlogs, delivering major programmes with the best outcome for our customers and the business.

* Talking tech – Although you’re not an out-out-and-out techie, you’ll be dealing with people who are. So it’ll help if you know iOS from your Android, and understand how your ideas translate into production time, effort and accessibility.

* Know your numbers – You’ve had exposure to a range of KPIs, business cases and can make the numbers add up.

* Using analytics tools – You’ll be familiar with using a suite of software such as Adobe Analytics, Target and AEM etc.

What you’ll have done before

* Knows digital customer service & customer experience – You will have a good knowledge of our industry, or another where customer service and engagement is crucial to success.

* Ways of working – You have worked in fast moving digital organisations, ideally exposed to agile methodology. You are a self-starter that brings people together, showing great resilience to secure investment and buy-in for your plans.

* Insights driven – You are comfortable analysing figures, pulling out the insights and making decisions based on data.

* Online trading – You will be experienced in trading on performance of a digital capability and explaining shifts in performance, knowing your customer journeys and the levers you can pull to improve them.

* Delivering new digital experiences – You will have developed superior digital experiences on mobile, web or App. Ideally you’ll have experience of delivering a new capability all the way from idea generation through to launch.

* Promoting digital – Used adoption strategies to drive repeat online usage and change in behaviour to avoid costly assisted channels.

* Leading projects – You have brought together technical, commercial, operational and creative channels to get work over the line. It’s key that you’ve brought large scale projects in on time and on budget.

Benefits – 60k competitive salary, 25 days holiday, contributory pension, 10% on target bonus, healthcare, car allowance £450 per month (can be taken as cash @ £400 per month)

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