Senior Customer Product Manager

Role overview:

Senior Customer Product Manager
London
Currys London Campus at Waterloo (LHO004)
Permanent
Full Time
Grade 5

We're iD Mobile, one of the UK's leading mobile virtual network operators. We launched in May 2015 and have over 1.8 million Pay Monthly subscribers. We're pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We're delighted about our success so far and have very ambitious plans for the future.

As our Senior Customer Product Manager, you'll own and shape our propositions and self-serv products that play an integral part within our customer-focused strategy. You will support your line manager in creating and delivering upon a strategy that revitalises our customer proposition and prioritises a digital-first contact strategy to reduce our operating costs. Using insights from across our customer touch-points and leading a team of product experts, you will build out a short and long-term roadmap that evolves our customer offering and helps us on our journey to providing a best-in-class self-serve experience that reduces the dependency on our CMC.

Role overview:

Key Responsibilities:

• Lead the proposition management function and digital self-service channels within iD. These channels encompass the iD Mobile apps for Android and iOS, the My Account web application (my.idmobile.co.uk), and the iD Community (community.idmobile.co.uk)
• Support your line manager with the creation of the aligned strategy and delivery of initiatives
• Partner the Senior Customer Experience and Optimisation Manager, Senior Customer Interaction Manager, and Senior Customer Contact Governance Manager to gather and understand customer insights on pain-points and upcoming strategic changes. Use these insights as a foundation for our product and proposition strategy
• Create, pitch and deliver new initiatives to improve the self-serve product experience for customers, contributing to decreased customer contact, but increased acquisition, retention, customer satisfaction, and engagement
• Work with Commercial and Finance teams to build business cases that support your initiative proposals
• Own the day-to-day relationship with the self-serve product vendor, ensuring close oversight of any ongoing sprint/development activities, and hold the vendor accountable to agreed contractual measures and obligations
• Set the KPIs that underpin our strategy and ambition to drive digital self-serve adoption, reporting on them regularly to the business and key stakeholders
• Conduct and document regular competitor analysis and wider research to understand trends around propositions and products
• Lead and develop your team to become passionate and impactful product and digital self-serve champions

Required Skills & Experience:

• Minimum 5 years experience in customer and product focused roles, with experience in digital self-serve preferable
• Customer and product obsessed
• A passion for technology and customer products
• A high level of understanding of technology, proposition and technology trends, both within and outside of Telco
• Experience of working within both agile and waterfall methodologies
• Experience in working within the Mobile Telecommunications industry or subscription based models preferable, but not essential
• Strong communication and influencing skills
• Comfortable in creating business cases and promote new initiatives
• Budget management
• Proactively establish and maintain effective working team relationships with all support departments and external partners
• Team management and development
• Creative solutions - ability to create new hypothesis, test rigorously and rapidly act
• Strong presentation skills

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. Alongside 25 days of annual leave (including bank holiday entitlement) and a competitive pension scheme (for permanent colleagues), you'll find a host of benefits designed to work for you. They include:

• Private Medical Insurance
• Life Assurance
• Staff discounts & offers
• Hybrid working; arrangements will depend on your role and business requirements. You could be working from our primary Currys Campus at Waterloo (WeWork), meeting & collaborating at Currys regional workspaces or working from home

#LI-Hybrid
#WelcomeToAmazing

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we're in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.]]>