Digital Product Owner

Gleeson Recruitment Group have just been briefed on a fantastic opportunity for a Digital Product Owner to join a leading business based just outside of Birmingham. This is a fantastic opportunity for an ambitious Product Owner to make their mark on an evolving business and will balance technical and commercial tasks within the business. The overall purpose of the role will be to Product Owner for the website and the applications.

The Product Owner will join the Digital Delivery Team within the business. The successful candidate will have proven experience in reducing demand within an operational/contact centre environment and driving improvements in customer experience.

You will be responsible for communicating at all levels so exceptional people and stakeholder management skills are essential.

Experience in automation and robotics is also desirable, as well as strong analytical skills as you will be working alongside the telephony team assessing and translating data.

The Digital Delivery Team is accountable for the delivery of digital and automation across the business including strategy, transformation, new functionality, maintenance and optimisation. The team strives to build core capability and journeys across the digital and automation estate, in order to deliver the very best outcomes for our customers and the company.

The Department is formed in a matrix structure with disciplines across Customer Operations, Product, Change, Technology and Digital Delivery and relationships across third party vendors.

ROLE PURPOSE

To own the product vision and roadmap, principally aligned to one of the digital and automation priorities e.g Acquisition, Self Service, Telephony Automation. Through clear management of the related product backlog you will set the priorities and direction, driving delivery within an agile framework. With focus on delivering value for the business and its Customers, you will constantly look to fix, improve and transform customer journeys.

This role is accountable for driving digital and automation growth aligned to its respective product, with targets aligned to overall digital growth, utilisation of services and customer satisfaction.

PRINCIPLE ACCOUNTABILITIES

• Creation of a product vision aligned to the overall digital and automation strategy
• Clear definition and communication of product plans, features and target state journey design
• Ongoing management and prioritisation of the product roadmap and backlog, defining user stories, identifying opportunities and continuously iterating
• Collaborate and influence stakeholders internally and externally to ensure the appropriate understanding of business requirements and their translation into product requirements
• Make key decisions related to scope within defined sprint windows, balancing speed of delivery and value, utilising minimum viable product approach where necessary
• Consider and commit any feature or priority changes after each sprint, accommodating learnings from previous releases, changing business priorities, technology advancement and evolving market positions
• Responsible for metrics and KPI's associated with product and overall digital and automation performance, including conversion rates, CSAT scores, adoption and call deflection.
• Drive a culture of innovation by encouraging experimentation and creative problem-solving to drive brilliant customer experiences
• Work with a broad range of stakeholders to ensure consistency in product evolution and customer experience, creating value through integrated approaches to product and feature delivery.

Essential:

• Extensive experience as a Product Owner with a strong understanding of agile methodology
• B2C website experience
• Ability to collaborate with internal and external stakeholders in order drive key priorities and challenge traditional ways of thinking
• Proven experience of driving digital and automation optimisation and improvements through strong backlog prioritisation
• Analytical and problem-solving abilities - to conduct thorough evaluation of current customer journeys to identify tactical/strategic opportunities
• Proven ability to build compelling commercial business cases
• Proven success in design and delivery of measurable improvements through existing and new technologies
• Ability to use data and customer insights to create brilliant customer experiences and drive personalisation at scale
• Effective stakeholder management and communication skills at all levels and ability to influence in a team-oriented environment
• Strong advocacy for a customer-centric approach and enthusiasm for all things digital and automation
• Awareness of emerging digital and automation technologies in the market
• Operational experience in a service driven industry

Desirable:

• Product Owner certification
• Experience of intent capture, automated voice solutions and robotics
• Experience of working with third party vendors/partners and management against commercial agreements

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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