Senior Digital Product Owner - B2B Service

Company Description

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

Job Description

What the role is all about...

Three Business is looking for a Senior Digital Product Owner to join our Digital Service Team. The Three Business digital platform is on an exciting multi-year growth journey. We are starting from ground up to redefine the digital experience for our customers, working at pace to shape, design and deliver innovative sales and service journeys with seamless experiences to enable and excite our customers. This is an exciting role with significant responsibility to lead the design and delivery of our B2B digital service strategy.

In this exciting role you will work closely with the Head of Business Digital and Experience, other Product Owners/Managers and key stakeholders across the business, to design, manage, evolve and prioritise the ambitious future of Three's B2B digital platform, ensuring we are offering a premium digital service experience to customers in the Small, Medium and Corporate segments.

You will be a key driving force in the Business Digital team, defining a clear vision and roadmap for digital service, building quarterly roadmaps for the digital delivery team, ensuring the delivery backlog is open, visible and understood, and working with the team, onshore and offshore, to ensure high quality deliveries, implementing best practices and processes with clear reviews and reporting to ensure key project requirements are met. You will be accountable for Digital KPI's across service web experience, digital service containment and technical site performance, effectively prioritising and balancing demand from multiple business areas to achieve a best-in-class digital first experience.

There is a huge opportunity to learn from how competitors and other industries deliver premiums digital service experiences and drive real innovation in this space.

The successful candidate will need to demonstrate thought leadership and a solid understanding of the digital service space for B2B and must be willing to work at pace to deliver rapid improvements and have a real passion providing fantastic a fantastic digital experience for our customers.

What you'll be doing...

• Accountable for the digital service roadmap, delivery and performance of Business digital initiatives for service - including support content on three.co.uk/business, web journeys for digital service, self service account portals and app.
• Work within a cross functional team of people to ideate, discover and execute on initiatives to deliver on digital containment targets and customer service experience ambitions.
• Drive innovation in the Business Digital space drawing on industry experience and user research and insights, contributing to setting the strategic direction for B2B in Digital.
• Collaborate across the Business teams (Propositions, Marketing, Customer Success Managers, and Care teams (voice and chat)) to ensure Digital experiences and journeys deliver against core objectives, with an iterative mindset to continually analyse and optimise key journeys
• Nurture relationships with delivery partners (onshore and offshore) to deliver change, gathering business requirements and holding others to account for a high standard of delivery
• Understand the Three Business strategic and competitive position, leading on competitor research and benchmarking analysis for digital service, incorporating findings into future roadmap
• Accountable for digital KPI's for service, focussed digital channel containment, and customer experience (e.g. self service account registrations & logins, support content web visits, call deflection to contact centre, chatbot engagement)
• Strong knowledge of B2B customer behaviours and key digital journeys to be the voice of the customer across the business, being insight and data driven
• Monitor digital performance and operational health, ensuring that gaps or incidents are resolved in a timely manner with Incident Management teams, and underlying issues are prioritised and addressed as necessary
• Displays strong leadership, organisational and execution skills, confidently preparing and delivering updates on plans and performance to senior stakeholders

Qualifications

What you'll ideally bring...

• Prior experience as a Product Owner/Product Manager within a digital environment
• Prior experience working in or closely with customer service / call centre environments beneficial
• Depth understanding of digital service customer needs and technology, including self service account management portals/app, webchat / chatbots and website support journeys
• Successful track record of driving digital service improvements, working with contact centres to deflect calls to digital
• Passion for emerging technology for digital service, e.g. AI chatbots

What you'll receive in return...

• A competitive salary, a car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Reading HQ office in Green Park.
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• On-site car parking (including electric!)
• .... Plus lots more including wellbeing and learning & development benefits!

Additional Information

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Our people make us who we are. We're a diverse and inclusive bunch, and it's important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.]]>