Head of Digital Product

HomeServe UK; Walsall; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Digital Product Manager to spearhead their digital transformation initiatives. This role involves leading a multi-disciplinary team to develop and implement a digital strategy that enhances customer experience through automation and innovative technology. You will be instrumental in driving the organization towards becoming a digital-native business, ensuring seamless access to products and services. If you're passionate about digital transformation and have a proven track record in product management, this opportunity offers a chance to make a significant impact in a forward-thinking environment.

Benefits

Flexible Working Hours

Professional Development Opportunities

Health and Wellness Programs

Team Building Activities

Qualifications

• Proven experience in digital product management and customer-facing operations.
• Strong background in agile environments and leading product teams.

Responsibilities

• Lead the digital strategy and product roadmap for insurance and cover.
• Drive digital growth and improve customer acquisition capabilities.

Skills

Digital Product Management

Agile Methodologies

Customer Experience

Automation Technology

Data Analysis

Budget Management

Education

Bachelor's Degree in Business or Technology

Tools

Natural Language Understanding (NLU)

Conversational AI Technology

Job description

About the Role

As a member of the digital leadership team the role will own, lead, and specify a product vision and roadmap aligned to HomeServe’s priorities, its digital strategy and telephony automation platform. Through clear ownership and accountability, the role will set the priority and direction of all insurance and cover related digital product areas, driving delivery through leadership of a multi-disciplined team. As an expert in agile delivery principles the role will be a digital ambassador and evangelist for our digital strategy and capability across the business. We work flexibly, getting together in our Walsall office about twice per week. Please consider your commute when applying.

About you

The person we are looking for is outcome focussed and an evangelist in digital product management, capability, customer experience and automation. A strong desire to carve through legacy barriers to drive a digital first strategy for our customers is a must.

• You will have experience of working in customer facing digital operations, where you have been responsible for ensuring that processes are built to drive easy access to product and services to deliver the best outcomes.
• You will have experience of leading multiple product teams with a view that Customer service and product delivery can be digital native with the right processes, supported by the right technology, with the right people and culture.
• You will have experience of co-ordinating the development of digital acquisition, existing customer self-serve and automation capability, throughout the total development lifecycle. From strategy, to design, development, testing, release and post live performance you will lead end to end.
• You will be a confident speaker and presenter and know how to turn the Digital first vision into words and numbers to engage stakeholders at all levels of the business.
• You will have experience of working with Digital budgets and be able to convert a long-term strategy into business cases that can be tracked to value realisation through effective use of data and KPI’s.
• You will have automation implementation experience, preferably with NLU (natural language understanding) and Conversational AI technology.
• You will have hands on experience of delivering this technology to convert typically agent facing customer service interactions and conversations, into digital ones with the use of this technology.
• You will want to be accountable for converting HomeServe into a digital native business where customers of all demographics and backgrounds, have the solutions they need to purchase and interact with our products.

Core Traits

• Digital Evangelist
• Forward thinking and a disruptive attitude to technology
• Collaborative and team centric
• Problem solving, methodical and data driven
• Having a principle of business led, technology enabled digital transformation

Core Skills / Background

• Ability to from the C-suite level to the sprint teams, cascading objectives from the budgetary level to the task level
• Previous experience of Sales and Operations transformation using digital and automation technology with measurable success.
• Previous experience of working in an Agile product management environment.
• Budgetary and business case experience
• Working within a previous FCA regulated environment would be preferable but not essential

Accountability

You will be accountable for delivering the following:

• Set direction and construct a forward Digital and Automation Strategic Roadmap, identifying justifiable business benefit to support relevant business cases and investment plans
• Drive digital growth through improved acquisition capability and performance, alongside building integrated experiences with our partners
• Deliver improved digital capability for our existing Customer base, utilising new and existing digital tools, evolving and optimising our automated telephony solution and driving increased online adoption
• Support growth in our installation capability by delivering strong integrated solutions and respective journey’s with our sister companies, e.g. BOXT
• Lead a Team of Product Owners and Scrum Teams in order to effectively execute the Digital Delivery Plan
• Produce leadership material to support broad decision making and governance of our investment decisions and plans
• Run and contribute to various meetings, including direct Team meetings, relevant steering committees, 121’s and relevant sessions associated with our digital growth and performance

About The Department

The Digital Delivery Team is accountable for the delivery of digital activity across HomeServe Membership Ltd, including strategy, transformation, new functionality, maintenance and optimisation. The team strives to evolve our core digital capability, transforming the organisation to embrace and drive its adoption as a digital first organisation. Formed in a matrix structure across Product, Change, Technology and Digital Optimisation, the team is accountable for building compelling online capability and journeys across the digital estate, in order to deliver the very best outcomes for our Customers and the Company.