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Digital Product Lead

Date posted 12/07/2022
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Area
Reading
Work location
Dual Location - Home & Reading Office
Contract type
Full-time
Hours per week
37.5
Shift pattern
Standard

Three UK is going through a major transformation and our digital experience is at the heart of that. We are in the process of implementing a brand-new technology stack that will deliver radically improved digital and omni-channel journeys and features to provide a market leading experience that will delight our customers.
The digital team is accountable, not only for our digital product, performance and experiences but also informing, influencing and driving the wider business to become a truly digital company that is a benchmark for our industry and beyond. Three has long been an innovator and disruptor within the industry and that’s an area we will continue to drive. We are on a journey and the next 2-3 years will be an exhilarating ride while we roll-out the UK’s fastest 5G network, implement our new technology and launch our new journeys while at the same time bring some very exciting products to market. We want to have the most intuitive, simple and easy to use digital experiences and we want customers to feel recognised, cared for and appreciated.
Three UK is a company on a mission to change and grow - it is a fast-paced environment, and while our organisation is not at the scale of some of our competitors (we think that’s a good thing), it provides agility and a refreshing level of freedom and creativity with the opportunity to gain a breadth of experience.

The role is responsible for leading and delivering the multi-year strategic opportunity to increase the profitability and margin of the business through increased digital service mix . The role leads Journey analysis, monitoring and optimisation, including contact steering from digital to chat/CC/retail.

The role is also key to designing a digital sales through service roadmap supporting the revenue and margin growth

o The role is accountable to drive channel Opex target with margin delivery in excess £8m
o The role will also be supporting and growing the commercial margin delivery in excess of £1m

• Developing & implementing a clear service strategy & plan to support the delivery customer experience and performance improvement initiatives to reduce customer service contacts
• Deliver exceptional end-to-end implementation of conversational experiences – this includes designing the bot logic, training against the entire Bot universe, release support and post-release analysis.
• Recommend new use cases to the Bot and Chat roadmaps and partner with internal stakeholders to secure approvals;
• Engage with partners to set the strategy, roadmap, and drive prioritisation of deliverables
• Pro-actively identify performance gaps and opportunities to help shape the delivery backlog for micro teams working on improving our website and app.
• Work collaboratively with the rest of the Digital Team, Commercial Directorate, and wider Three UK business to utilise information available that will advance our services to our customers.
• Support and collaborate with others on the web team in resolving website bugs and user-reported issues and devise robust solutions
• Understand and build the consumer facing digital products with go-to-market strategy to achieve the client’s business transformation goals
• Interact and engage with our App and web delivery teams to drive the change
• Identify and execute opportunities to deliver sales through service (revenue and margin)
• Provide inputs on key strategic discussions and decisions that will shape digital service transformation strategy

• Proven experience in a similar role, working on large enterprise level or Digital projects.
• Demonstrable & extensive experience in the use of Adobe Analytics, Digital Experience tools
• Skilled in effective data visualisation, constantly working to improve the use of visualisations to supplement and enhance analytical outputs.
• Excellent interpersonal skills - you will be an engaging communicator with excellent storytelling skills, converting data to insight sharing what this could mean with senior stakeholders across the business.
• Capability to work both with autonomy and in partnership with colleagues to find solutions to complex problems.
• Strong understanding of reporting across different channels, Online, Retail and CC.
• Strong critical thinking skills: able to understand goals and objectives of web products and projects and provide recommendations regarding how to use web metrics, customer feedback, and market or industry benchmarks to monitor success towards goals and objectives.

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