Product Owner - Customer Engagement

An exciting opportunity has arisen to be part of the team responsible for Admiral’s customer contact evolution whereby you will be key in shaping the future of Admiral’s contact centre. Working with new technologies and adopting agile ways of working you will play a proactive role in improving our customer experiences and delivering business value. 

Role Purpose

Forming part of the Customer Engagement Tribe representing the customer and the business, the Product Owner is responsible for maximising the value of the products delivered, ensuring effective prioritisation management based on business value and supporting the Product Leads, Guardrail owners and business stakeholders with effective backlog management for Customer Engagement.  The Product Owner will have the opportunity to work across multiple brands, products and functions including both Operations and Claims. The Product Owner should be a champion of user-centred design, they will actively engage with stakeholders, including helping facilitate user groups and user testing, to ensure the product delivered meets customer needs. They must work with other product owners and across tribes and shared services, with external suppliers / contacts, liaise with business stakeholders throughout change and ensure business-centred sign off through demonstrations of work completed.

Main Duties & Accountabilities

• Working with the Product Lead and the wider Product team to set the vision, goals and roadmap for the Squad;
• Owning and managing the product backlog for the Squad including prioritising requirements in line with Admiral’s strategy and targets;
• Engaging with stakeholders to understand business needs, upcoming priorities, and product demand; 
• Participate in backlog planning and management and ensure alignment to business and customer priorities;
• Generating ideas by working with the Squad, the business and through external research, committees etc  
• Being a positive force for the Squad, promoting the vision, ensuring everyone understands the why and educating the squads about the business and its needs. 
• Participate alongside the Squad Lead in squad-level ceremonies 
• Document and manage workload across Jira and Confluence;
• Work with the other Squad members to define Acceptance Criteria, Acceptance Tests and Definition of Done in relation to each sprint requirement;
• Signing off deliverables from the Squad and deciding when the changes are ready to be released to live;  
• Manage scope dependencies within the Tribe in collaboration with the Squad Lead and other Product Owners and manage business-related risks. Issues and mitigations; 
• Engage with the Squad, constructively challenge, and provide continuous feedback to ensure the Squad output meets requirements. Stay actively involved throughout the delivery, supporting where possible through clarifying objectives, etc. 
• Participate in sprint demos and demonstrate how Squad deliveries contribute towards Tribe OKRs 
• Work closely with technology leadership to align Technology Vision and Product Vision into a single product roadmap 
• Optimising the value of the work the development team deliveries by evaluating progress and insight to new opportunities.
• Stakeholder Management - to align everybody around the product vision and (business) goals and objectives to achieve. Collaborate with business stakeholders during the visioning and concept development of a product.
• Act as an ambassador for the product internally and externally and as the primary contact for product queries
• Serve as the voice of the customer and possess a fundamental understanding of end-to-end customer experience design and dependencies.

Experience:

Essential:

• Product management experience
• Knowledge of how we communicate and engage with customers;
• Good business knowledge and understanding;
• Strong organisational and time management skills;
• Team work – take an active role in creating a supportive environment
• Quality focused
• Confidence to challenge existing work practices and make suggestions for improvement;
• Effective decision maker – ensuring objective justification
• Solutions driven;
• Problem-solving skills
• Good interpersonal skills and effective communication to all levels;
• Management of stakeholders and their expectations

Desirable:

• Understanding of agile methodologies and experience of working within agile teams;
• Experience of analysing and refining processes and functions;
• Desire to develop technical skills;
• Awareness/working knowledge of conversational IVR/virtual assistant technologies i.e. Google Dialogflow.
• Awareness/working knowledge of customer contact technologies e.g. CCAAS, WFM, WFO, Knowledge Management etc

Location

Although this role can be performed remotely, it is highly desirable that the candidate is able to travel to Cardiff on occasion for on-site training, meetings etc.

 Applications will be reviewed and interviews will be scheduled to take place week commencing 24th January.

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.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.