Product Manager - Continuous Optimization Cable


Location: Birmingham


Salary: Salary: Competitive + excellent benefits

Our customers expect to be dazzled - whether it’s TV, mobile, home phone or super-fast broadband services across the UK.

Job purpose:

The Digital Service team has the mission to create a best-in-class digital service experience, that serves a customer ‘right first time’ in their digital channel, reducing (and eventually omitting) the need to call. The team will take a blended approach using the launch of new channels, using new technologies to enable the redesign of customer journeys with a true ‘Digital first’ lens and continuous improvement to improve the quality of the digital service experience. This is all with the ambition of supporting our customer behaviour shift to digital channels.

The Digital Continuous Optimization team is right at the sharp end of this, continuously delivering compelling customer improvements that incrementally serve to transform our service capability, protecting revenue, removing complexity and cost and support delivering deeper, more rewarding customer relationships.

The role of the Continuous Optimization Manager is to support the ‘always’ on approach to improving the quality of the content and the digital journeys that underpin a customer taking an action online. You'll work closely with teams inside and outside Digital to own a portfolio of digital customer improvements, throughout the development lifecycle from conception though to delivery. Examples of improvements could include updating online content, improving content discovery/signposting through journeys or tools, increasing customer awareness and adoption.

This is role can be based either in our Birmingham or Manchester offices.

Principle Responsibilities:

* Use an insight-driven methodology to identify opportunities, quantify size and scope improvements to core digital service journeys(using data sources including overall call reduction data, calls driven from digital interactions or journey pathways)
* Adopt a focused continuous improvement strategy based on meaningful insight that enables improvement prioritisation
* Using SME knowledge from Digital / Field / Sales / Care and working in partnership with Insight Team, seek out tactical opportunities, partner efficiencies and quick wins
* Strategic projects - understand impact to cost drivers and customer experience, where necessary influence change to improve experience of both internal/external customers to create an improved experience
* Record and track all work-stream delivery plans; documenting progress, risks and issues, pushing forward to senior management where support to enable successful execution is required
* Create a clear initiative and work-stream structure with clear points of contact & delivery owners established across organisation
* Regular progress updates to be produced at work-stream level - successes, priorities, challenges and next steps
* Establish working party within respective business area(s) to design and deliver improvement solutions
* Develop A/ B tests supporting optimisation
* Support Continuous Optimization Lead when working with the Customer Journeys team to redefine customer journeys with a ‘digital first’ lens
* Support Continuous Optimization Lead on the opportunity presented by transformational experiences (Messenger, Glympse) and new platform enablers (Glympse) to drive a better CX
* Support the Continuous Optimization Lead with communication & engagement strategy to raise profile and increase accountability (story-telling successes, achievements, challenges and next steps)

Required critical competencies and behaviours:

* True customer and customer experience focus, with ‘end to end’ thinking about the customer journey
* Insight-driven
* Passionate
* Business problem identification and root cause analysis skills
* Project / pipeline management skills
* The ability to build strong, collaborative relationships and achieve consensus with key internal and external stakeholders.
* Highly organised with clear approach to prioritization and documentation

Required key skills (functional / technical):

* Comfortable with handling data

Required qualifications/experience:

* Good experience in a digital/customer experience role with a sizeable customer base, Telecomms/Media experience not a must
* Previous experience of continuous improvement/optimization preferred, ideally in a Digital environment, (management consulting, digital commerce, sales, service, customer management)
* Proven track record of delivering outstanding results
* A passion for native digital brands, or established brands which have a brilliant digital service experience

Salary: Competitive + excellent benefits

Join and you’ll be part of the Virgin Media family. We’re a great place to work - and we offer impressive benefits too. You will get a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts across Virgin Media products and Virgin brands!

Come and be a part of something special. Join us!