Capabilities Product Owner


Time Type

Full time


Competitive Salary


Amazing Benefits

Close Date


Area of Business

B2B, Product Management, Transformation


Gateshead - The Dukeries Dukesway West

Job ID 00031086

About the role

An opportunity to join Virgin Media O2 in a exciting role as a Capabilities Product Owner. The Customer Care Capability (and Process) s responsible for managing and supporting end-to-end Customer Service Operation Processes for VMO2B. This includes business processes in the Service platforms (ITSM Care), CRM, Automations with complex inter-relationships with product delivery and management.

The Capability is somebody who gets things done, is customer focused and can build and understand connections between the business processes and IT related systems ensuring simplicity and value driven outcomes.

This role is responsible for bringing good practice, standards and simplicity to all processes and system solutions for end-to-end business processes in customer in life care. This position has a strong focus on driving optimisation and simplicity in the business process, understands the good practice in this business capability and can make the teams work together to drive project management and change with continuous value driven focus.

This role is excellent for someone who likes a dynamic environment where transformation and re-imaging how we do customer in life care is at the heart of every discussion. If you’re process driven and like projects related to standardisation, transformation, and automation this is a great role for you.

Who we are

At Virgin Media O2 we're going All In, to remove bias and barriers for our people and our candidates. We're working hard to achieve ambitious ambitions, to help us better represent the diverse communities we serve across the UK. As an equal opportunities employer, we support and encourage you, to be your authentic self throughout your application journey.

The ideal candidate will:

  • Pay detailed attention to evolving business requirements and deliver documented solutions
  • Drive project execution with full transparency, multiple small or large initiatives at any given time with not only delivery but benefits tracking at its heart
  • Work independently and in teams effectively, driving collaboration
  • Work in a dynamic environment and on various projects at the same time

Key Responsibilities

  • Partner with our Customer Care teams and leaders to drive Customer operational excellence
  • Partner with various internal stakeholders to collaborate, manage and track process improvements
  • Document business requirements through EPICS, User Stories, Change Impacts to understand process change through to technology delivery needs
  • Drives best practice, standardisation and adoption of standardisation into the business practices, challenging deviations and their value
  • Lead processes improvement projects
  • Lead on development of value cases (case for change) and represent at Business Design Authority on behalf of our business teams
  • Acting as a point of escalation for process, platform, and capability concerns
  • Participate and/or take lead in projects from concept to implementation or coordination roles for local roles

What’s in it for you

We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.

If you go on to be successful in your application, some of the many benefits you'll get are:

  • 25 days annual leave, plus UK Bank Holidays.
  • A defined contribution pension scheme, run by Fidelity, matched up to 10%.
  • Access to wellbeing benefits such as the Unmind App, personal medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.
  • Your birthday off every year, to treat yourself.
  • The option to buy and sell up to 5 days annual leave, to suit your personal needs.

Job Location

Explore more

Connect to better