Digital Product Lead - Voice and Chat

Location: London, Newbury or Stoke + *Hybrid Working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
Duration: 12 months FTC

*Hybrid
At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Join our Digital teams where we harness the power of digital and embody the spirit of innovation to deliver the best solutions for our customers.

What you'll do

In this role you will focus on the long-term strategy, the product vision, market trends, and the identification of new opportunities, to own and drive forward the implementation of our new UCCaaS platform.

You'll work closely with the Digital In-Life teams and our Operational teams to define and execute your product vision for creating a truly Omni-Channel capability that drives key experiences for our customers and agents, ensuring Vodafone UK exceeds challenging KPI’s that
make it a standout leader in Digital Experience.

You will have an impact at senior leadership level to articulate the product vision and the programme of work as required, whilst working closely with key stakeholders and suppliers to ensure that regulatory and legal needs are met, and any new propositions are supported in line with planned go-to-market activity.

You'll lead a cross functional team across multiple capabilities such as chat and voice to deliver against core performance, strategy and business metrics ensuring we remain at the forefront of Customer Experience and are driving the adoption and integration of new technology from key Vodafone partners. You will be responsible for owning how and where we leverage technology across our self service and assisted digital experiences, delivering world class experiences through a team of Product and Change managers.

Key accountabilities:

• Responsible for the product vision and key objectives for our UCCaaS capability across digital ensuring this aligns to the overall Business goals.
• Deliver on key customer propositions such as Ask Once, supporting the experience through seamless technology integration across platforms and channels.
• Develop the business cases and strategic direction for the use of new technology and processes, advocate for funding and manage the budget spend.
• Be a focal point of contact for the business and expert on our UCCaaS platform (Genesys), working with the Digital In-Life functions and Stakeholders across Digital and the wider business to define the Product Roadmap.
• Responsible for the ongoing performance, efficiency and direction of the team, including structure, spirit and execution.

Who you are

• Experience working as a Digital Product Manager across multiple scrum teams within Digital.
• Impact at a senior leadership level, communicating direction and strategy.
• Experience defining vision, roadmap and strategy, from concept to customer.
• Experience defining, driving & exceeding challenging KPIs.
• Strong ability to define and deliver business cases, with a strong focus on driving value for customer & business.
• Excellent presentation, communication and stakeholder management skills.
• Experience of Digital self-service and customer service.
• Experience leading a cross functional team.
• Evidence of strong analytical skills to measure impact and identity trends.

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

#vodafoneuk
#LI-Hybrid