This role is pivotal in driving the adoption and efficiency of our chatbot and virtual assistant platform across all fixed in-life digital customer journeys. As the Chatbot and Virtual Assistant Product Owner, you will be tasked with improving customer containment within digital channels, thereby boosting operational efficiency and cutting costs. You'll also own the product roadmap, prioritise features, and collaborate with cross-functional teams (including development, UX, and operations) to deliver an outstanding customer experience that encourages self-service and minimises the need for human intervention. This role requires a solid understanding of conversational AI, customer journey mapping, and a data-driven approach to continuous improvement.
Who we are
The UK's fastest broadband network. The nation's best-loved mobile brand. And, one of the UK's biggest companies too. Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions. Together, we are Virgin Media O2, and we can't wait to see what you can do.
Accessible, inclusive and equitable for all
Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.
The must haves
In order to be considered, you must have the following experience:
1. Proven experience as a Product Owner or Product Manager, with a focus on conversational AI, chatbots, or virtual assistants.
2. Proficient understanding of customer journey mapping, user experience (UX) principles, and digital self-service strategies.
3. Excellent analytical abilities and a data-driven approach to decision-making, with experience using analytics tools to track and interpret performance metrics.
4. Strong communication, partner management, and team member collaboration skills, with the ability to influence and build consensus across cross-functional teams.
The other stuff we are looking for
We'd also love you to bring:
1. Strong analytical, problem-solving, and decision-making skills.
2. Customer-centric and user-focused approach.
3. Experience in design thinking, using tools like customer journey maps, personas, empathy maps, and JBTD.
4. Passion for innovation and continuous improvement.
5. Experience in process mapping using tools like Visio.
What's in it for you
Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.
Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you'd like to. These are designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include an initial screening call with the recruiter, followed by an online psychometric assessment and interview with the hiring manager.
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.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
#J-18808-Ljbffr