3 months ago
Digital Product Owner - Loyalty
Hammersmith -Griffin House Hammersmith Road -C1770
Salary: £35,000 - £45,000 plus excellent benefits
£35,000 - £45,000 plus excellent benefits
Come and join our Digital Service Team at Virgin Media as a Digital Product Owner in our Hammersmith offices.
• Have an interest in companies that provide their customers with a super digital experience• Energy and passion to thrive in a fast-paced environment• Enjoy working collaboratively and influentially with stakeholders• Have a can-do attitude
About our team:
Our Digital Service team at Virgin Media has the mission to make millions of our customers’ lives easier when dealing with us across their TV, Broadband, Phone and Mobile services. The team is responsible for designing and launching excellent experiences across our website and mobile apps to enable customers to self-serve, enabling them to do more digitally.
We also support the business in improving customer satisfaction, reducing costs and keeping up with technology, data and ever growing expectations of customers.
About the Digital Product Owner – Customer Loyalty role:
You'll be joining the Customer Value team within Digital Service. This team is responsible for ensuring customer engagement with our website helps to give us happier customers - enabling customers to change their packages easily online (cross sell & upsell), house movers, aligning online experience with Marketing & Commercial campaigns, and in 2019 focussing on rewarding customer loyalty and engagement with the website.
You’ll support in improving the overall customer experience; focusing largely on building new journeys. This may include the launch of a new digital experience online, and close collaboration with non-Digital activities to understand how to promote channel shift and generate truly Digital experiences
You’ll need bright ideas, high energy and a commitment to improving our digital customer experience for good. You’ll need to hit the ground running, be proactive and strong at problem-solving. You’ll have the opportunity to make a big impact on high profile projects, with significant responsibility and visibility.
Things you’ll be doing:
• Be the Digital owner for delivering customer loyalty experiences through Virgin Media's Digital platforms• Collaborate closely within the Digital team and with Technology teams to agree strategy for building intelligent customer journeys• Oversee the day to day running of all activities in this space and provide regular updates to senior stakeholders• Have an understanding of the end to end loyalty journey a customer will go through, and work closely with owners of each element to create a smooth customer experience across all phases• Develop close working relationships with critical stakeholders from Virgin Media outside of Digital to deliver the best experience for our customers• Take an active part in the agreement of approach for all activities associated with loyalty, working with PM and stakeholders to evolve Digital experience• Maintain an awareness of Digital Transformation workstreams outside Customer Value to consider innovative responses to new asks• Hold responsibility for managing financial activity associated with all loyalty developments online• Build business cases for resource and activities needed for the successful delivery of loyalty• Work closely with digital adoption strategies within Virgin Media to develop customer journeys supporting optimum experience• Steer discussions for new operational and organisational set-up to move from delivery to in-life• Own KPIs set in 2019 plans for Loyalty online• Use Voice of the customer to drive optimisations & evolution of the experience when in-life• Work collaboratively with third parties critical to delivering change at Virgin Media• Clearly articulate success, achievements, challenges and next steps to the wider business to take them on a journey and drive digital-first thinking.
Your experience and supporting qualifications:
• Experience in a digital/customer experience role with a sizeable customer base (Telecoms/Media experience is not essential)• Understand and have experience of journey mapping, user experience (UX) and design best practices• Delivered customer experience initiatives, with clearly identifiable impacts• Multiple methods of delivery: waterfall and agile – knowing when to use which approach• Comfortable working in or leading multi-disciplinary teams across the organisation• Comfortable understanding data and turning it into actionable insight – experience using analytics and session tracking tools along with user testing would be very helpful• Proficient in the use of digital tools, and how to use them to improve the customer experience (preferred, not essential)• Product Owner/Agile/Project Management certification would be a bonus• Educated to degree level (strongly preferred, not essential)
Salary: £35-45k plus excellent benefits
Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology so they can do more, be more and have more fun. Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you.
Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play. You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.
You can find out about all benefits in full here.
Come and be a part of something special. Join us!
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