Marketing
Location
Walsall
Hours Per Week
40
Up to £63,000 + £5500 cash/car allowance + 10% yearly bonus
Careers Site Advertising End Date
01 Aug 2024

About The Role

HomeServe are currently recruiting for a Senior Product Owner to join the Digital Delivery Team in Walsall. 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 our telephony team assessing and translating data. 
 
We work in a hybrid way, mostly remote with a requirement to travel into our Walsall office once a month to work with the team. With that in mind you will be located within a convenient commute to Walsall.
 
The Digital Delivery Team is accountable for the delivery of digital and automation across HomeServe Membership Ltd, 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 HML’s 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 HML and its Customers, you will constantly look to fix, improve and transform our 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. 

About You

To be successful in this role you will need to have the following knowledge, skills and attributes:
 
Essential:
  • Extensive experience as a Product Owner with a strong understanding of agile methodology
  • 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

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