Head of Digital Self Serve
Location: Hybrid (London or Corby)
Brand: RS Group
Function: Digital & Technology
RS Group is seeking a Head of Digital Self-Serve to join our team on a permanent basis. In this role, you will drive seamless digital self-service experiences, ensuring customers can effortlessly register, log in, and access a robust suite of self-service features. From defining strategic product vision to conducting market evaluations and mitigating risks, you will lead and inspire a high-performing team to deliver exceptional customer experiences across local and global markets.
What you'll be doing:
* Define and own the product vision, strategy, and roadmap to enhance customer experience and drive revenue growth.
* Ensure customer insights and feedback are embedded in all decision-making processes.
* Stay ahead of market trends, emerging technologies, and best practices in the self-service domain.
* Develop compelling annual and quarterly product roadmaps.
* Ensure Product Owners create clear hypotheses and benefit cases for initiatives, socializing these across the global business up to VP/C-level.
* Challenge conventional thinking by designing innovative and customer-centric experiences.
Execution & Delivery
* Implement the Self-Serve product strategy and roadmap, aligning with regional strategies and brand priorities.
* Work with the portfolio team to ensure governance frameworks are adhered to and value delivery is prioritized.
* Lead an agile delivery model that balances high-value output with effective risk mitigation.
* Drive change through a market-leading test-and-learn experimentation approach.
* Ensure resource allocation aligns with roadmap priorities and delivers maximum value.
* Ensure compliance with regulations, such as GDPR, in all product developments.
Stakeholder Engagement
* Serve as the go-to expert for digital self-serve experiences.
* Engage with key stakeholders across RS Group, including Customer Service, CRM leaders, regional leadership teams, and external partners.
* Advocate for product changes using insights from industry best practices, data analytics, and customer feedback.
* Communicate product plans, prioritization decisions, and expected impact to stakeholders at all levels.
* Manage demand for changes, ensuring hypotheses and success measurements drive prioritization and ROI.
Building an Industry-Leading Product Team
* Foster a culture of continuous improvement and best practices within the Product Owner community.
* Inspire, mentor, and lead a team of Product Owners to deliver best-in-class digital solutions.
* Attract and retain top talent, creating an environment where the best professionals want to work.
* Collaborate closely with Heads of Product, Heads of Engineering, and Senior Product Owners.
Commercial Accountability
* Monitor and drive the commercial performance of self-serve initiatives.
* Develop and execute improvement plans for product features and API services.
* Work closely with insights teams to understand and enhance conversion performance.
* Develop well-informed investment proposals (IP) for future developments, ensuring financial alignment.
About you:
Our ideal candidate is a strategic thinker with a passion for driving innovation and excellence in omnichannel digital solutions. You thrive in a fast-paced environment and are motivated by delivering outstanding customer experiences.
What You’ll Need:
* Proven experience in a senior digital product role within a large, multi-market matrix organization.
* Agile Product Owner certification or qualification is essential.
* Strong background in agile development methodologies and experience working with agile teams and ceremonies.
* Experience in delivering change across multi-market platforms.
* Track record of implementing successful digital product developments in complex industries (e.g., financial services, telecoms, B2B), including My Account services or customer service platforms.
* Solid understanding of digital innovation and product development, with the ability to collaborate with technical architects and navigate legacy systems.
* Demonstrated expertise in developing product strategies and roadmaps, using data and insights to drive decisions.
* Ability to manage multiple projects/programs simultaneously while maintaining a strong focus on problem-solving and delivering results.
* Passion for creating exceptional customer experiences, with a mindset that challenges the status quo.
* Highly proactive and delivery-focused, capable of leading teams, managing risks, and setting clear expectations.
* Exceptional stakeholder management and communication skills, with the ability to articulate vision, gain buy-in, and celebrate successes.
* Data-driven decision-making approach, ensuring discussions are objective and results-oriented.
* Excellent collaboration skills, with the ability to influence cross-functional teams and senior leadership.
The extras you’ll get:
At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies.
We are RS
At RS we’ve been solving engineering problems for over 80 years. Our purpose? Making amazing happen for a better world.
We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.
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