Location: London, Newbury or Stoke + *Hybrid Working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
*Hybrid
At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month.
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join our Digital teams where we harness the power of digital and embody the spirit of innovation to deliver the best solutions for our customers.
What you'll do
As the Voice Product Manager, you will be accountable for shaping the Voice strategic roadmap and delivery of all IVR changes. This includes addressing business and operational demands, continuous performance optimization, and major platform changes. You'll be pivotal in defining and driving the long-term vision and strategy for our Voice products, working closely with the Assisted Experiences Product Lead, to ensure our product vision and strategy enables us to remain at the forefront of Customer Experience. This involves proactively identifying and integrating new technologies from key Vodafone partners, and steering the adoption of innovative solutions to enhance our customer experience and meet future market needs.
You will lead and develop a high-performing team, inspiring them to continuously improve. You'll set a clear direction and support the team in delivering excellent experiences for Vodafone’s customers. By fostering a culture of innovation, you will help the team adopt and become experts in new technologies and products. Your leadership will ensure robust processes to manage workload and priorities, driving the team’s growth and ensuring we achieve our goals.
You will partner with our Technology team, and broader digital organisation to ensure we achieve our ambitious Digital Strategy, create compelling experiences for our customers, whilst driving business benefits and efficiencies; utilising the latest technologies and platforms to innovate and be a leader in the industry.
Key accountabilities:
* Development of a strategic roadmap, with business case creation and benefit planning, to deliver relevant changes through pilots and launches.
* Build relationships with key stakeholders across the business to ensure a broad range of requirements and considerations are captured, and aligned to strategic roadmap.
* Accountable for ensuring the IVR is operational and efficient 24/7. Identify risks, issues and dependencies, proactively intervening to remove blocks.
* Accountable for ensuring that solutions deliver measurable improvements in line with the defined customer experience and contact strategies.
* Lead and develop the team to deliver service excellence, utilising new and existing technology to deliver on our ambition to be #1 for CX.
Who you are
* Expert experience in managing complex IVR/telephony projects.
* Experience of UCCaaS platforms such as Genesys or Nuance.
* Ability to lead and motivate teams to inspire and drive change to a high standard.
* Excellent understanding of market and technology trends, how these may shape customer’s expectations and experiences in the future, and how these influence strategic roadmap.
* Influencing & communication skills – able to effectively influence senior leadership team.
* Experienced in designing & delivering best in class customer experiences with awareness of industry.
* Exposure to and/or experience in how AI can be used in Voice experiences is desirable.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website for guidance.
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