- Passionate about delivering great experiences for our customers
- Willing & able to assess new requests for trial, prioritise and make a rationale and compelling case for any trade-off(s)
- Identify, communicate, manage and influence all key stakeholders effectively
- Embody a data led mindset, being fact based to inform decisions on route to product launches
- Support team working effectively with cross functional teams including customer experience, transformation, commercial, product and operations
- Attain a deep understanding of relevant product development processes and tools as well as demonstrable experience of assessing their quality
- Support collaborative working in squads where required with matrix management to define & achieve clear outcomes through trial processes
- Develop the strategy & roadmap for Trial portfolio, working alongside peers & stakeholders
- Champion the team outwardly & build effective working relationships to ensure we are delivering best-in class products for our customers
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Trial Team Manager - Manchester, United Kingdom - TalkTalk
Description
This Role
This is a high-profile role to support our ambitions for outstanding high-quality products which provide great experiences for customers. Our customers and their experiences are at the core of everything we do, with an ambitious product roadmap we need the skills of a highly talented person to help shape and lead our trials processes and team. You will be a champion and advocate customer needs and you will, above all things, deliver as part of a team that has the best interests of TalkTalk Consumer customers at the heart. This role encompasses supporting delivery of meaningful purposed change, focussed on specific business outcomes, balanced against the end to end customer experience.
The Team
The Product team has accountability for definition, creation, iteration & management of our products through their entire lifecycle. This is underpinned by new modern ways of working to ensure our products are simple, affordable, fair and reliable. Our Trials team are an integral part of the Product team, leading on customer-based trialling of our products in real homes to ensure they deliver great customer and business outcomes. This is not simply about the specific product but the entire customer journey from order to cease.
This is a great opportunity for an experienced professional to lead on Consumer's trial roadmap & strategy. To be successful in this role you will be:
You must be able to analyse and resolve complex issues and be willing to offer up constructive challenge/solution to support delivery of product roadmaps.
Accountability
In your role you will be accountable for leading and managing a successful team of trials managers, setting objectives and key results (OKRs) to support career progression for your people. You will develop and execute a Trial Vision, Strategy and Roadmap that aligns with the exciting broader Consumer plans.
You will champion the customer with an attention to detail through your people to support delivery of great products to/in market being clear on the assessment of desired customer and business outcomes. Your team will ensure that all products launched are of a known quality, where defects in products exist you should ensure these are correctly managed, reviewed and prioritised against a background of data led decisions. As part of this data-led approach you should ensure the correct investments are made to quantify our customers experiences to allow us to focus on where we can improve most efficiently
In addition to the above the expectation is that you will also continue to manage a level of trials directly however this would be at a reduced level to reflect the broader scope of team leader role.
Leadership
You will be a be a strong and effective leader, able to create and evangelise your vision and roadmap, garnering support from your team, your colleagues and wider stakeholders. You'll work effectively with stakeholders, internal and external, to ensure the strategy is delivered efficiently to the highest performance and quality levels and at best value. You'll be respected as a presenter to internal and external stakeholders, including to senior leaders in the organisation.
Expertise
Although few specific systems knowledge is required you will have significant experience in a quality role, this may be through software or hardware testing or in a customer trials / experimentation environment. An empathy with our customers is key, you act as the voice of that customer and you must be able to bridge the gap between testing and the final experience a customer receives.
