Product Owner - Virtual Assistant

Job Description

Function:

Product Management

Closing Date:

05/04/2023

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
• Run regular consultations with subject matter experts and users to generate ideas, opportunities, and continuous improvements.
• 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
• Hands-on coordination of VA launches into channel; observing key metrics to ensure performing to forecasted expectations

A successful candidate will have:
• Proven experience designing, implementing and maintaining/managing chat/voicebot capabilities, such as; Automated bots, bot-to-human transfer flow, agent assist and bot-driven 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 cross-functional 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 self-starter 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?
We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.

If you go on to be successful in your application, some of the many benefits include:
• 25 days' annual leave, plus UK bank holidays.
• A defined contribution pension scheme, run by Fidelity, matched up to 10%.
• An annual bonus of up to 15% based on company performance
• Access to wellbeing benefits such as the Unmind App, personal medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.
• Your birthday off every year, to treat yourself.
• The option to buy and sell up to 5 days leave, to suit your personal needs.

Next Steps:
If you think you've got some amazing skills to offer us, and Virgin Media feels like a place where you can belong, we'd love to learn more about you. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based interview.

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.

Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media family.