PM - Chat and Messaging

Location: London The Speechmark or Newbury or Stoke + *Hybrid
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits
 

*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

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.

What you’ll do 

The Digital In-Life team have an exciting opportunity for a Product Owner to lead the delivery and optimisation of Vodafone UK’s webchat & messaging channels.  

The Product Owner will own the strategic and technical design and delivery of webchat & messaging capability across Vodafone UK. The role requires the individual to own and maintain the relationship with the platform vendor and facilitate all platform optimisation and enhancement delivery in line with business requirements.  

As well as owning the products, part of the role will be to deliver a wealth of strategic ideas to constantly enhance Vodafone’s digital footprint and deliver a seamless customer customer contact experience, using data and insight to drive forward new innovative ideas and support Vodafone’s wider ‘#1 for customer experience’ strategy.  

The ideal candidate will blend creative and strategic thinking with strong analytical skills, providing the ability to understand opportunities for continuous improvement by both having the ability to interpret the data and creatively identify and develop opportunities to improve. The person is also required to be a self-starter and be confident and comfortable with individuals at all levels, as well as being a clear and concise communicator. 

Main responsibilities :
 

• Own the design and delivery of the optimisation & platform enhancement roadmap of all Webchat & Messaging activity across Vodafone UK. 
• Own and maintain the relationship with the platform vendor. 
• Provide in-depth insight and analysis on key performance drivers, reportable at all levels. 
• Leverage your product knowledge, along with data and insight, to create strategic and innovative solutions to business problems. 
• Support wider In-Life CX initiatives through the use of digital escalation channels. 

Who you are

• Extensive webchat & messaging experience 
• Experience of Customer Services operations.  
• Strong analytical & technical skills, with the ability to present information and insight at all levels. 
• Lateral & strategic thinker. Able to quickly grasp & manage business problems and solutions. 
• Excellent communication & relationship management skills. 
• Up-to-date on the latest technology enhancements & strategies. 
• Proven track record of working in a fast paced and innovative team.  

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, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break. 

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.