Digital Product Manager - Mobile Digital Service


Location: Birmingham


Salary: Competitive + excellent benefits & bonus

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.

Virgin Mobile is undergoing a period of resurgence; under new leadership, digital transformation is at the heart of this historic brand’s ambition to become the #1 choice for mobile with Virgin Media customers. Brilliant service is at the heart of the Virgin brand, but the truth is the mobile digital service offering has fallen behind our customers’ expectations in recent years. We need to do more - and fast - to keep up with our customers’ lives to make interacting with us simpler, easier and more intelligent.

This role has a huge opportunity to make a big impact. You’ll support the Digital Service Lead and be a dynamic duo, working closely with the App Product Manager for Virgin Mobile and the rest of the Digital Service team to build a great plan across App and Web to help protect and grow revenue, removing complexity and cost and support delivering deeper, more rewarding customer relationships for the legendary Virgin Mobile brand and its loyal customer base.

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

Principle responsibilities:

* Support the Digital Service Lead in defining a plan to transform digital service for Virgin Mobile, through a mixture of new initiatives/new channels and continuous improvement.
* Work closely with the App Product Manager for Virgin Mobile to build a coherent plan across App and Web
* Support delivery of the strategic roadmap for Mobile Digital Service including platform improvements/updates alongside the Technology & Services team
* Track growth in digital service channel share vs non-digital channels amongst the Virgin Mobile customer base
* Improve NPS (Net Promotor Score) and reduce PTC (Propensity to Contact) through the quality of online interactions and journeys
* Support in creating business cases to deliver growth against targets
* Execute key initiatives in the prioritised roadmap of product features and activities covering both short term (in-year initiatives) and longer term (strategic)
* Research new tools and technologies to support our future capability roadmap
* Work closely with colleagues in Customer Journeys and Mobile Customer Operations teams to identify and prioritize opportunities for digital service to reduce cost and complexity
* Support in the creation and execution of journey optimisations, including the e2e process of insight, idea, user research, customer journey maps, develop wireframes & designs, copywriting, user testing, build & delivery.
* Team lead in working with channel and marketing teams to drive adoption of Mobile Digital Service across online and offline touchpoints
* Understand customer behaviour, market trends and competitor landscape through insight and research
* Record and track all plans; documenting progress, key wins, risks and issues, pushing forward to senior management where support to enable successful execution is required
* Devise a communication & engagement strategy to raise profile and increase accountability of Digital Service ambitions for Virgin Mobile (story-telling successes, achievements, challenges and next steps)

Required critical competencies and behaviours:

* True customer focus
* Ability to create experiences that drive channel share and increase customer satisfaction (NPS)
* Strong team player with excellent collaboration skills
* Inquisitive problem-solver
* Comfortable with performance trends and insight to find customer experience problems. And then, generate the recommendations needed to help resolve them
* Energetic and passionate with attention to detail to deliver quality every time
* Excellent communicator, both written and verbal
* Ability to influence at all levels to get the job done
* Strong self-starter that’s able to work alone and bring other people with them

Required key skills (functional / technical):

* Knowledge of UX best practice
* Comfortable with analysing data and identifying key trends
* Understanding of web analytics packages including Adobe Analytics, sessions tools and user testing would be very helpful

Required qualifications/experience:

* Good experience in a digital/customer experience role with a sizeable customer base, Telecomms/Media experience is not essential
* A passion for native digital brands, or established brands which have a brilliant digital service experience
* Agile/Project Management training preferred (but can be provided for the right candidate)
* Educated to degree level (strongly preferred)

Salary: Competitive + excellent benefits & bonus

We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options.

Consideration will also be given to applications made for part-time or flexible working hours.

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work - and we offer impressive benefits too. Get ready for a family friendly & flexible working environment where you’ll receive a generous holiday allowance, contributory pension, and, of course, discounts on our fantastic mobile, broadband and cable.

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