Contact Centre Product Owner

AXA UK; Bolton, Bristol; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading insurance company in the UK seeks an experienced Contact Centre Product Owner to enhance the product roadmap and collaborate with squads. You will act as the voice of the customer and participate in defining stories and managing the backlog effectively. The ideal candidate has strong experience in contact centres and agile methodologies. This role offers a competitive salary, bonuses, and excellent benefits including a contributory pension scheme.

Benefits

Competitive annual salary

Annual company & performance-based bonus

Contributory pension scheme

Life Assurance

Private medical cover

28 days annual leave plus Bank Holidays

Qualifications

• Previous contact centre knowledge and experience is essential.
• Strong experience creating detailed stories with acceptance criteria.
• Ability to use data and analytics to track product performance.

Responsibilities

• Accountability for stakeholder consultation to understand and analyse needs.
• Collaborating to refine and prioritise the product backlog.
• Leading squad-level ceremonies such as sprint planning.

Skills

Contact centre knowledge

Stakeholder management

Agile methodologies

Data analytics

Tools

Genesys

Salesforce

Verint

Job description

Description

We have a new opportunity for a Contact Centre Product Owner to join us!

Reporting into the Product Manager, you’ll support to deliver the product roadmap by working with and guiding your squad teams to translate strategic business objectives into actionable backlogs and participating in squad level ceremonies. You’ll act as the voice of the customer within your squad, ensuring that user needs are clearly understood and prioritised.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you’ll be doing:

• Accountability for carrying out stakeholder consultation to understand, analyse and articulate customer, business and user needs, translating them into stories supporting the prioritisation of these using MoSCoW
• Collaborating with product managers and their squad to refine and prioritise the product backlog, in particular the subset of the backlog to be delivered through the Squad that they lead e.g. in the refinement of detailed stories that meet the definition of ready (DoR)
• Defining stories that are consistent with AXA’s enterprise and business architecture principles
• Leading and participating in squad-level ceremonies, e.g. sprint planning and reviews, scrum of scrums and stand‑ups where requested
• Supporting the squad through the development process e.g. providing business context, clarifying requirements and participating in validation activities (sprint reviews)
• Developing a strong understanding of AXA’s technology landscape and actively participating in all product and squad level design discussions, providing business context and advocating for solutions that meet customer, business and technical requirements
• Maintaining a prioritised backlog for your squad aligned with the overall product vision owned by the product manager by supporting the squad in defining epics and stories with clear acceptance criteria

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

What you’ll bring:

• Previous contact centre knowledge and experience is essential and delivery of technical changes
• Knowledge of contact centre technology (preferably Genesys/Salesforce/Verint) is preferred and the ability to understand technical concepts in this space and translate to those from a non-technical background
• Experience working in a change background across technical and business change
• Strong experience creating detailed stories, defining acceptance criteria, and ensuring that development work meets the defined requirements
• Flexibility to adapt to changing priorities, make trade off decisions, and resolve conflicts to keep product development on track
• Ability to use data and analytics to track product performance, measure the impact of features, identify trends and inform product decisions
• Proficient in Agile methodologies, working effectively with squads to deliver product increments iteratively
• Strong stakeholder management skills to collaborate with business owners, engineering, design, and marketing, to ensure alignment on product goals and priorities

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer:

• Competitive annual salary dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private medical cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to [e-mail].

Who we are:

AXA UK Support Functions power AXA’s three customer‑facing business units, providing the infrastructure, support and expertise to ensure our customers can always count on us. Whether you’ve got heaps of experience and qualifications behind you, or you’re just starting out, we’ll give you the support and opportunities to help you grow and develop with confidence.