Role purpose :
Team’s mission is to simplify and automate set-up, get help and managing my account journeys in digital channels such as web and app.
PO is using customer insights, analytics and reporting tools to identify and prioritize those journeys for digital channels in order to reduce frequency of assisted contacts, increase customers satisfaction, fulfil x-sell / up-sell campaigns and provide an engaging digital self-care experience to the customer.
Key accountabilities and decision ownership :
End2End accountability for agile or waterfall development of set-up, get help and manage my account journeys.
Coordinates with the Tribe Lead and other Product Owners the web / app set-up, get help and manage my account journeys strategy, roadmap and development based on market needs, competition and company KPIs.
Defines the skills and capabilities required for the proper operations of web / app channel squads together with the Tribe Lead, the Tech Lead and the Chapter Leads
Prioritizes value for Care Tribe Journey Digitization team and is responsible for the creation of product backlog increments (Themes, Epics, user stories)
Works closely with Solution Architects and Business Analysts on the analysis of features, technical feasibility and incremental delivery of product backlog items (epics, user stories)
Makes data driven decisions for backlog prioritization and works with Tribe lead and Agile Portfolio Manager to pick up and plan release dates and manage set expectation for new functionalities delivery
Approves the final release plan and accepts all deliverables against defined user stories and acceptance criteria
Design and execute campaigns to drive web / app penetration and tNPS for set-up, get help and manage my account journeys
Monitors customer and channel metrics and funnels
Defines and tracks Objective Key Results (OKRs) and KPIs as part of the quarterly business reviews (QBR) process
Functional skills, experience & knowledge :
MSc or BSc in Computer Science, Information Systems or Business Studies combining technical savviness
Experience in developing a digital product (preferably web / app) and proven track record for applications launched
Knowledge of the web / app & mobile application industry and services
Experience working with internal and external business partners, driving and completing concurrent projects on time and within budget
Understanding digital operations from customer facing functions to back office
Experience and knowledge of the Telco industry strongly preferred
JIRA / Confluence, MS Project, or equivalent experience preferred
Core competencies and behaviours :
Strong stakeholder management skills
Strong facilitation and organization skills
Experience working with agile methodologies / in agile teams strongly preferred
Excellent written and verbal communications skills, with both technical and business audiences
Very good analytical, technical, and problem solving skills, with high-levels of creativity
Excellent teamwork and collaboration skills
Customer centricity and data driven decisioning
Strong time-management and prioritization skills, with the ability to juggle multiple balls
What’s in it for you :
Competitive pay & remuneration package
Private Health & Medical Insurance
Employee exclusive benefits, discounts & offers
A world of opportunities to gain experiences, to challenge you and help you thrive
Cutting edge tools, training and skills development to ensure you’ll always be future-ready
Continuous feedback and support to help you fulfil your goals and shape your own career
A diverse and inclusive working environment where you can be yourself, share inspiration and belong
An agile environment where you can work with flexibility and the freedom to experiment and innovate
A workplace full of opportunities to have fun, connect and give back. Did we mention our Gym and Beauty corner?
A rewarding workplace that prioritizes your health, safety and wellbeing. We have programs, practices and policies in place to ensure that you are always supported in caring for yourself and your loved ones (including a 4-month fully paid parental leave for every new parent)
When you combine technology and the human spirit, anything is possible. And when you join Vodafone, we’ll help you shape a rewarding career that gives back in more ways than one.
It starts here. It starts with you.
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