Digital Product Owner

This is a fantastic opportunity for someone with a passion for customers and an understanding of digital, who would like to play a part in shaping the future of digital assisted interactions with Admiral.

As a Product Owner in the digital assisted channels team you, will work alongside the existing Product Owners within the tribe structure, supporting the implementation and measurement of continuous change across webchat, messaging and chatbot. 

We’re an enthusiastic team, created to serve the rapidly increasing customer demand for digital assisted services. We’ve focussed on webchat over the 3 years but this isn’t keeping up with customer expectations so we are looking to transform the way we engage with customers by utilising new technologies that will be available to us as we launch messaging and introduce chatbots on a wider scale.

Aligned to our key objectives you will work closely with key stakeholders to gather, analyse, prioritise, record in detail, and communicate requirements for change.  Working closely with IT, you’ll help ensure quality of delivery.  You will be accountable for measuring performance and provide communication to stakeholders around the business.

We provide the change roadmap/strategy, the requirements, and we test and measure performance.  We also work as an embedded part of the Squad structure, and work closely with both technical and non-technical people.

As a Digital Channels Product Owner, you will

• Maximise the value of digital assisted channels.
• Test messaging against webchat.
• Introduce chatbots to handle conversations fully and partially.
• Introduce new creative ways of engagement through our channels – using rich content/video messaging and other capabilities.
• Design and deliver journeys that delight our customers.
• Ensure our channels are safe and secure and we adhere to the correct governance procedures.
• Have excellent working relationships with IT and our platform provider LivePerson.
• Work closely with our key stakeholders to identify change and manage a change roadmap.
• Ensure any change is prioritised based on customer/business needs
• Work closely with the IT development team to ensure timely and accurate delivery of new functionality.
• Work closely with our conversational designers to transform new ideas to new customer experiences.
• Analyse and communication of MI, using various tools and internal MI data.

This role would be well suited to someone who is customer focused and has a passion for problem solving. You would need to have a passion to enhance digital assisted channels and have a vision of how they could be utilised to change the way we interact in a way that is of most valuable to the business.

You will need to communicate with stakeholders and engage the business into your creative way of thinking and promote your initiatives and test results. You will need to be comfortable collating and analysing MI and you will need to have strong stakeholder management skills and be confident dealing with our external providers.

We are looking for someone who has

• Strong customer focus
• An understanding of our customer needs
• An inquisitive mind that questions new ways to test, learn and optimise
• Excellent written and verbal communication skills
• Ability to manage multiple tasks and projects at one time
• Ability to communicate proposed changes to IT development teams and manage priorities efficiently
• Forward thinking & innovative mindset to consider future possibilities
• Comfortable analysing and interpreting data
• Experience of working in an agile development environment (Desirable not essential)

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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