Product Owner - Web Chat and Messaging

Newbury, Berkshire
  1. Full Time
  2. Digital
NEW0002ML
Posting date:29 Aug, 2019
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Product Owner – Web Chat & Messaging

Contractual location options:  This role can based from our offices in Manchester, Stoke, London or Newbury

Competitive salary & excellent benefits


Digital transformation is a journey not a one off-event. It needs to be nurtured and grown by talented people who experiment, fail fast and innovate at pace.

We continually experiment with ways to make our journeys more intuitive, simple and enjoyable. And we’re constantly testing and trialling ways to give customers faster access to our services, more flexibility - and the richest, most rewarding experience.

All you need is the right mindset and the desire to help us create award-winning digital experiences – we work at pace, we love ideas and collaborate on agile projects.


About the role

The contact transformation team within Customer Services & Operations have an exciting opportunity for a Product Owner to manage the delivery and optimisation of Vodafone UK’s Web Chat & messaging channels. 

The product owner will own the strategic and technical design and delivery of Web Chat & Messaging capability across Vodafone UK. The role requires the individual to own and maintain the relationship with the platform vendor and facilitate all platform optimisation and enhancement delivery in line with business requirements. 

As well as owning the products, part of the role will be to deliver a wealth of strategic ideas to constantly enhance Vodafone’s digital footprint and deliver a seamless customer contact experience, using data and insight to drive forward new innovative ideas and support Vodafone’s wider ‘digital first’ strategy.

The ideal candidate will blend creative and strategic thinking with strong analytical skills, providing the ability to understand opportunities for continuous improvement, by having the ability to interpret the data, and creatively identify and develop opportunities to improve. The person is also required to be a self-starter and be confident and comfortable with individuals at all levels, as well as being a clear and concise communicator.


On a day to day basis your role will involve:

  • Own the design and delivery of the optimisation & platform enhancement roadmap of all Web Chat & Messaging activity across Vodafone UK.
  • Own and maintain the relationship with the platform vendor
  • Provide in-depth insight and analysis on key performance drivers, reportable at all levels.
  • Leverage your product knowledge, along with data and insight, to create strategic and innovative solutions to business problems.
  • Support wider contact transformation initiatives through the use of digital escalation channels.


Experience we would like you to have to be considered for the role:

  • Strong analytical & technical skills, with the ability to present information and insight at all levels.
  • Lateral & strategic thinker. Able to quickly grasp & manage business problems and solutions.
  • Excellent communication & relationship management skills.
  • Up-to-date on the latest technology enhancements & strategies.
  • Proven track record of working in a fast paced and innovative team.



Why Vodafone?
Joining Vodafone is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career, and a choice of benefits to suit your lifestyle.

Life at Vodafone

Raniya's Work Experience

James "Vodafone changed my life"

James "Vodafone changed my life"