Product Owner - London, United Kingdom - Virgin Media

Virgin Media

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Function:
Product Management

Closing Date:
07/01/2023

Product Owner - Virtual Assistant

Come and join a diverse, creative and customer focused team who are aiming to bring digital and voice channels to life with conversational AI.

You will own the craft of conversational interactions, overseeing the build of their flow and optimising interactions using artificial intelligence, machine learning and human-assisted technologies.

Key Roles and Responsibilities:

The VM02 Product Owner will be accountable for the Virtual Assistant Service; leading teams to design and deliver the conversations which customers love and adopt.
They will set the strategy and direction for Virtual Assistant; establishing their own VA principles and evangelising across the business to support the success of the service
Owns and prioritises a backlog of features; Specifically focused on care and value creation
Data savvy, they will have a pulse on our customer's struggle and intervene to ensure we are providing the best possible experience through the channel
Confident in the benefits of virtual assistants and can coach, lead and serve their product teams to develop and deliver leading virtual assistants experiences.
Embrace the agile principles; ensuring their team is high performing, happy and focusing on delivering their best work
Ability to makes the tough decisions on what not to do
Identify and helps remove impediments to value delivery
Can help secure future funding for VA investment through measuring and demonstrating value
Can set the OKR's which are important to Virtual Assistants (NPS, up time, containment, direction, continuance) to track quality and performance.
Accountable for ensuring operational documentation, including training materials, configuration setups and data flows is created, maintained, and updated
Works closely with the wider CX, Product Management and Product Design teams to combine user testing & insights to ensure good product decision making and continuous improvement
Works collaboratively with Customer Service Operations & BPO partners in socialising roadmaps and impacts on contact centre forecasting for agent assisted channel support (Voice & Digital)
Educate stakeholders, the wider business and clients on the capabilities, processes and benefits of VA, to grow awareness and advocacy for the channel
Handson coordination of VA launches into channel; observing key metrics to ensure performing to forecasted expectations
Proven experience designing, implementing and maintaining/managing chat/voicebot capabilities, such as; Automated bots, bottohuman transfer flow, agent assist and botdriven FAQs
Passionate about technology and how it can influence behaviour and scale ideas, specifically with AI and Automation
Experience within the customer service industry; building great experiences which avoid voice contact and build high NPS
Experience building bots for multiple users; i.e customer service agents vs customers
Proven product management / ownership experience
Working knowledge of Amazon Connect Chat/Lex is preferable, working knowledge of a similar unified comms / contact centre software is essential.
Proven experience working in a crossfunctional fashion to align teams, goals and priorities
Analytical and 'balanced' head, proven experience of turning data, meaning and conflicting voices into actionable insights
Experience working across multiple markets, and navigating various communications preferences, cultural norms and languages
A selfstarter with energy, drive, confidence does what they believe is right
Passion for all aspects of the user experience
Team player; can bring energy, direction and fun into the teams to strengthen team bonds

What's in it for you?

As you're already a valued member of the Virgin Media Family, you'll know lots about the amazing stuff we do to take care of our people.

This role is a level 5.

That way, you'll know exactly what a role change will mean for you, and what's on offer if you're successful.

Next steps:
If you think you've got what it takes to make a move, we'd love to hear from you.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.