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about 1 year ago
Salary: Competitive
Location: UK
Job type: Permanent
Sector: Digital Agency
Category: Product Marketing Jobs
Senior 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 into the Head of Digital Help, your role is to make digital help and support brilliant. You’ll be responsible for:

Managing the digital help & fault estate across desktop, devices & apps

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

Owning the strategic plan for digital help

Delivering an initiatives plan that reduces PTC (Propensity to Call)

Growing channel share for digital help vs non-digital channels

Improving NES (Net Easy Score) and NPS (Net Promotor Score)

What you'll be doing


Develop and own the 2 year Digital Help strategy

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

Create and own Digital Help business cases that drives compelling ROI

With the Head of Digital Help, set a clear vision & objectives for the team

Identify key moments within a customer’s help journey that deliver opportunities to improve customer experience and save costs

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

Research new tools and technology platforms to feed capability roadmap

Delivery and optimisation

Manage and deliver tactical and strategic projects with our in-house Digital Studio. This will involve managing the complete end to end process.

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.

Continually optimise and improve the online customer experience to maximise impact on self-service targets whilst ensuring high levels of customer satisfaction

Deliver best in class online journeys that are insight and data driven

Own a marketing and adoption plan for key journeys and tools

Work with echat, Community, My BT App, Virtual Assistant and Social teams to advance your digital help plans

Work with Customer Experience, Product, Commercial and Marketing stakeholders to identify customer requirements

Insights and Reporting

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

Develop KPIs and targets aligned to overall strategy

Understand operational performance through standardised reporting and ad-hoc analysis

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

People management

Develop and manage 3rd party relationships

Manage senior stakeholders’ requirements and expectations

Build a high performing team that feel empowered to influence other areas of the business to help reach their long-term objectives

Build relationships up to MD level gaining senior stakeholder support for plans

We'll also need to see these on your CV

You’ll know digital marketing inside out

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 MIS best practice

Inspiring leadership and management skills both for direct reports and virtual teams

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, Google Analytics, SessionCam, OpinionLab as well as Adobe Campaign Manager

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, car allowance, season ticket loan, cycle to work scheme, discounted share scheme, healthcare, BT Employee Broadband, TV and Sport package, a strong pension scheme and a range of flexible benefits you can pick and choose.

Apply today to be considered!

We value different perspectives, skills and experiences. 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.

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