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21 days ago
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Digital Product Manager


BT
Salary: Competitive
Location: London
Job type: Permanent
Sector: Digital Agency
Category: Product Marketing Jobs
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Digital Product Manager - Help
BT Consumer Digital, St Paul's, London

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

Reporting to the Head of Digital Help, the purpose of this role is to make digital help & support brilliant. You’ll be responsible for:

* Delivering projects that underpin our strategic Digital Help roadmap

* Optimisation of our new Help site making the journeys as simple and helpful as possible so customers can troubleshoot their way to a better service across all BT digital platforms including BT.com and apps

* Managing and prioritising the backlog of Help product features to ensure the right projects are delivered

* Working as the Digital lead with our forum team to uplift BT Community making it a truly helpful and engaging way to receive support

* Measuring and driving the performance of these journeys whilst reporting against KPI’s at weekly trading forums

* Managing major launches and BAU changes across the fault and help estate covering BT’s product portfolio inc broadband, phone, TV, BT Sport & BT Mobile

* Delivering an initiatives plan that reduces PTC (Propensity to Contact)

* Improving NPS (Net Promotor Score)

* Growing channel share for digital help vs non-digital channels

What you'll be doing

Strategy and planning

* Identify key moments within customer journeys and deliver opportunities to improve customer experience and save costs

* Develop plans supported by a business case to deliver targets

* Manage a prioritised roadmap of product features covering both short and long term

* Research new tools and technologies to support our future capability roadmap

* Socialise your strategy with key stakeholders to secure support and sign off

Delivery and optimisation

* Manage and deliver tactical and strategic projects with our in-house Digital Studio

* You will be directly responsible for the creation of requirements and will work in partnership with the Digital Experience team who will conduct user research, deliver customer journey maps, develop wireframes & designs, copywriting, user testing, build & delivery.

* Use data & insight to continually improve the online customer experience to maximise impact on self-service targets whilst ensuring high levels of customer satisfaction

* Own a marketing and adoption plan for key journeys and tools

* Work with other teams across the Existing Customer team, faults, complaints, webchat, Community, My BT App, Virtual Assistant, social, product, finance & marketing to advance your plans

Insights and Reporting

* Understand customer behaviour, market trends and competitor landscape through insight and research

* Understand operational performance through standardised reporting and ad-hoc analysis

* Facilitate weekly trading updates to business stakeholders including performance, insight, plans and recommendations

Stakeholder management

* Develop and manage 3rd party relationships

* Manage senior stakeholders’ requirements and expectations gaining support for plans

We'll also need to see these on your CV

* You’ll know digital marketing really well

* Experienced at creating compelling business cases that impress Finance

* Can craft easy to understand requirements that capture your vision entirely

* Ability to create experiences that drive channel share and NPS

* Great knowledge of UX, visual design and MI best practice

* Inspiring leadership and management skills to guide stakeholders

* Loves numbers and analysing data trends

* Great at solving problems

* Energetic and passionate with attention to detail to deliver quality every time

* Understanding of web analytics packages including Adobe Analytics, Adobe Target, SessionCam and OpinionLab would be very helpful

* 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

Why choose us?

BT also has great progression and development opportunities. We like to promote from within where we can and internal moves to other parts of the business and even EE are common. You can have a diverse, mixed career all within one company!

We also have industry leading benefits, including 10% on target bonus, 25 days holiday, season ticket loan, cycle to work scheme, discounted share scheme, BT Employee Broadband, TV and Sport package, a strong pension scheme and a range of flexible benefits you can pick and choose.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Want to help shape our Digital Help offering? Apply today to be considered!

In your first 12 months, you'll:

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.
Digital Product Manager - Help
BT Consumer Digital, St Paul's, London

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities. We need you to help us do this.

Why this role matters

Reporting to the Head of Digital Help, the purpose of this role is to make digital help & support brilliant. You’ll be responsible for:

* Delivering projects that underpin our strategic Digital Help roadmap

* Optimisation of our new Help site making the journeys as simple and helpful as possible so customers can troubleshoot their way to a better service across all BT digital platforms including BT.com and apps

* Managing and prioritising the backlog of Help product features to ensure the right projects are delivered

* Working as the Digital lead with our forum team to uplift BT Community making it a truly helpful and engaging way to receive support

* Measuring and driving the performance of these journeys whilst reporting against KPI’s at weekly trading forums

* Managing major launches and BAU changes across the fault and help estate covering BT’s product portfolio inc broadband, phone, TV, BT Sport & BT Mobile

* Delivering an initiatives plan that reduces PTC (Propensity to Contact)

* Improving NPS (Net Promotor Score)

* Growing channel share for digital help vs non-digital channels

What you'll be doing

Strategy and planning

* Identify key moments within customer journeys and deliver opportunities to improve customer experience and save costs

* Develop plans supported by a business case to deliver targets

* Manage a prioritised roadmap of product features covering both short and long term

* Research new tools and technologies to support our future capability roadmap

* Socialise your strategy with key stakeholders to secure support and sign off

Delivery and optimisation

* Manage and deliver tactical and strategic projects with our in-house Digital Studio

* You will be directly responsible for the creation of requirements and will work in partnership with the Digital Experience team who will conduct user research, deliver customer journey maps, develop wireframes & designs, copywriting, user testing, build & delivery.

* Use data & insight to continually improve the online customer experience to maximise impact on self-service targets whilst ensuring high levels of customer satisfaction

* Own a marketing and adoption plan for key journeys and tools

* Work with other teams across the Existing Customer team, faults, complaints, webchat, Community, My BT App, Virtual Assistant, social, product, finance & marketing to advance your plans

Insights and Reporting

* Understand customer behaviour, market trends and competitor landscape through insight and research

* Understand operational performance through standardised reporting and ad-hoc analysis

* Facilitate weekly trading updates to business stakeholders including performance, insight, plans and recommendations

Stakeholder management

* Develop and manage 3rd party relationships

* Manage senior stakeholders’ requirements and expectations gaining support for plans

We'll also need to see these on your CV

* You’ll know digital marketing really well

* Experienced at creating compelling business cases that impress Finance

* Can craft easy to understand requirements that capture your vision entirely

* Ability to create experiences that drive channel share and NPS

* Great knowledge of UX, visual design and MI best practice

* Inspiring leadership and management skills to guide stakeholders

* Loves numbers and analysing data trends

* Great at solving problems

* Energetic and passionate with attention to detail to deliver quality every time

* Understanding of web analytics packages including Adobe Analytics, Adobe Target, SessionCam and OpinionLab would be very helpful

* 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

Why choose us?

BT also has great progression and development opportunities. We like to promote from within where we can and internal moves to other parts of the business and even EE are common. You can have a diverse, mixed career all within one company!

We also have industry leading benefits, including 10% on target bonus, 25 days holiday, season ticket loan, cycle to work scheme, discounted share scheme, BT Employee Broadband, TV and Sport package, a strong pension scheme and a range of flexible benefits you can pick and choose.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

Want to help shape our Digital Help offering? Apply today to be considered!

In your first 12 months, you'll:

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.
Apply

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