The Apps and Mobile First team has the mission to create a best-in-class media experience on a mobile device. This team will pioneer the ideas and delivery that capitalize on the trend of our customers using mobile devices to interact with us across all aspects of the customer journey.
Our competitor set is Uber, Airbnb, Monzo, First Direct: companies who've made their digital and app experience seamless and in tune with customers' needs.
With the global brand behind us, we carry the weight of expectation of outstanding experience and service - the Apps team has the huge opportunity to set the 'new standard' of our customer experience.
The Product Owner for the media app is responsible for the account/service app elements for Cable (broadband, TV and phone) customers. You'll lead a design & delivery team to build out the feature sets of the app aligned to business opportunities to reduce operational cost and complexity, the Consumer Roadmap priorities and to deepen customer engagement through package changes and loyalty and rewards. You'll be fantastic at blending the functional and technical with the commercial and emotional, to capture a broad range of business and stakeholder requirements to reduce cost & complexity, or to grow/protect revenue. You'll then prioritize, design and deliver a product that delivers against that vision and drives significant improvements in our customer experience.
You'll work closely with the App Adoption Manager to grow the awareness and adoption of the app, driving progress and recommending where customer journeys and marketing activity need to change to capitalize on the app functionality to drive digital-first behaviour across the customer life cycle, especially at the Join and Use/Help stages of the customer journey.
Oversee the product ownership of the media service app for cable
Lead a product design approach (following UCD principles), working closely with the Design Lead to ensure app experience guidelines are aligned to overall UX approach
Prioritize and build a feature roadmap aligned to business opportunities to reduce operational cost and complexity (aligned to overall call reduction strategy)
Work with the app delivery team to document requirements for ongoing releases, and socializing
them with the organisation, gaining support of key stakeholders and business owners
Work with Commercial and Marketing teams to define opportunities for the app to deepen customer engagement through revenue growth and revenue protection (package upgrades, loyalty/rewards)
Jointly responsible (with the App Adoption Manager) for growing the awareness and adoption of the app, driving progress in adoption and customer engagement
Work with Customer Journeys and Marketing teams to drive app-first behaviour across the customer life cycle, especially at the Join and Use/Help stages of the customer journey.
Work closely with Solution Design and the delivery team to ensure that technical roadmap of enablers is prioritized in line with rollout needs
Work closely with other app product managers (Mobile, Connect, TV Go) to ensure that features & benefits in each app contribute to a coherent product set and customer journey
Define and own a clear roadmap of business benefits relating to the app, its performance, adoption and usage, namely call reduction, churn and NPS - shifting customer service behaviour into apps
Work closely with the rest of Digital to ensure that there is one consistent and prioritized plan across Web and App
Develop business cases, investment cases and input for Budget/LRP decks
Use reporting and feedback from customers and customer facing teams to implement improvements to the app
Proactively identify opportunities to improve costs, product performance and service experience
Understand customer behaviour, market trends and competitor landscape through insight and research
Experience running A/B and multivariate tests, using customer data to drive decision-making and being willing to question your assumptions on a regular basis.
Manage third party relationships effectively with clear communication and prioritization to get the most out of our investment in partners and technology to help us deliver
Wider Digital teams; Service, Insight & Strategy, Revenue Growth
Customer Journey/CX team
Technology and IT
Operations stakeholders (Sales, Field, Care)
Commercial and Marketing teams
Connectivity, Entertainment and Mobile product teams
Required critical competencies and behaviours
True customer focus and ability to create great customer experiences that drive channel share and NPS
Energy and passion to excite others with your product vision, with the ability to convince your stakeholders to be happy with the outcome, even if at times it varies from the original ask
Can craft easy-to-understand requirements that both capture your vision and give delivery/technical stakeholders what they need
Comfortable investigating multiple sources of insight to find the customer experience problems and generate the recommendations needed to help resolve them
Experienced at creating compelling business cases that impress Finance
Energetic and passionate with attention to detail to deliver quality every time
Excellent communicator, both written and verbal
Strong relationship building to gain trust and collaboration with internal stakeholders
Ability to influence at all levels to get the job done
Strong self-starter - able to work alone and bring other people with them
Ability to think creatively and calmly in a high pressure environment
The sort of personality who thrives in a fast moving, quickly changing atmosphere.
Required key skills (functional/technical)
Full app product life cycle management, from development & delivery to in-life adoption and optimization
Large project management and delivery, from inception to in-market launch
Agile development and delivery
Understanding of web analytics packages including Adobe Analytics, sessions tools and user testing
Good experience in a digital app product management role with a sizeable customer base. Telecomms/Media experience is not essential
A passion for native digital brands, or established brands which have a brilliant digital service experience
Proven experience in online product management, overseeing a dedicated team and managing product prioritization, roadmap, and delivery of user-facing functionality
An uncompromising focus on user-centric design, applying intellect, data, research, and well-honed judgment to make the biggest difference with the resources available
High analytical and technical skills, with an ability to challenge and be challenged on a numerical basis to ensure your decisions are well founded