Product Owner - Customer Contact Tools & Processes

Product Owner -Customer Contact Tools & Processes

UK London, Corby

Remote/Office/Hybrid:

Employment Type: Perm

Closing Date: 25th June 2022

Job Description –

Key Accountabilities

Your Responsibilities

Product Strategy Development & Leadership:

• Accountable for the setting product vision, strategy and roadmap to drive world class user experience and revenue growth across the Customer Contact Tools Domain
• Deliver the Service Proposition strategy (including the development of global omnichannel approach) to align our Sales and Service Propositions, Business and Technology Strategy – our Journey to Greatness.
• Working closely with business owners, key stakeholders and internal partners throughout the organization to gather business requirements
• Defining scope and benefits of projects and enhancements, translating business requirements into technical requirements
• Accountable for development, optimisation initiatives and that deliver ensure there is a consistent RS Way that drives customer experience through the Customer Contact tools domain
• Responsible for driving performance metrics, such as AHT, CSAT & NPS, including leading initiatives within the backlog to reduce tech debt and maintain class-leading process optimisation.
• Manage relationships and drive collaboration across Regions, within markets and with Analytics, Engineering, and leadership team using a cross-functional approach to stakeholder management.
• Manage stakeholder demand for tooling changes, ensuring well-crafted hypothesis with clear measurements of success to prioritise delivery and ROI
• Proactively make recommendations for improvements or add-ons to the commercial leadership
• Direct line management responsibility for a team of Process & Configuration Analysts who support our customer contact toolset

Essential Experience:

• An established Product Owner with experience in relevant environments
• Knowledge of what it takes to deliver a customer contact strategy, globally significant experience in developing strategy and roadmap through using data and research to drive change
• Significant proven experience of value delivery through a feature roadmap, as well as articulate clearly how value will be realised
• Proven delivery of business benefits through optimisation and feature delivery
• Passion for developing outstanding and unique user experiences, with the ability to challenge the status quo and understand current technology limitations
• Determination to work within current constraints, offering constructive builds on process improvements to facilitate and drive our Sales Transformation.
• Extensive omnichannel experience with a market-leading tools like Genesys, MS-Teams, i-Advize, Liverperson and Nice
• Hands on experience in use of analytics systems and ability to run relevant reporting
• Proactive at getting things done through effective collaboration to identify and lead the Agile team to manage issues, risk and expectation, with minimal supervision
• Ability to use data as a differentiator, making conversations objective rather than subjective
• Ability to build and sustain high levels of engagement with stakeholders and end users.
• Ability to drive for results and rapidly iterate better solutions using agile methodologies.
• Influence and negotiation skills – ability to create a shared vision across multiple stakeholders and manage expectations.
• Confident and tenacious with senior stakeholders and technical staff.
• Ability to engage in a full Omnichannel project lifecycle from idea creation to implementation

Desirable:

• Delivering complex omnichannel initiatives through iterative development cycles.
• Integration projects ideally including Telephony, chat, email management, messaging, video chat
• Global customer contact process optimisation
• Customer Service experience gained in a significant operational role
• Enterprise level product management/ownership in larger cross functional matrix businesses
• Certified Product Owner/Agile qualified
• Working knowledge of Sales Analytics & JIRA
• Experience of working in a global business

A bit about you

Leaders in RS Group lead a culture where people are:

• Customer and supplier obsessed
• Highly engaged and ambitious
• Stripping out barriers to execution
• Creating fresh ideas and new markets
• Delivering on promises – making it happen
• Driven by outcome, with fully aligned objectives

Therefore, to do that I:

Show Passion: I connect deeply with others – colleagues, customers, and suppliers

• I share my aspirations. I am transparent and honest. I act and communicate with integrity
• I collaborate with others, so together we thrive and transform our business

Act with Humility: I enable others to ask, ‘what if’, and do amazing things

• I listen to understand diverse views, as I don’t have all the answers
• I empower others to try new, exciting things; and challenge limiting beliefs. Sometimes we fail, but we do it together and we learn

Demonstrate Trust: I lead by example, align others around ambitious goals, and check in regularly

• I commit to and am accountable for two or three key priorities; and I deliver on them. I join the dots for people across matrix teams, give them ownership, and make sure we always know how we are doing About OKdo.

About RS Group:

RS Group is a global omni-channel solutions partner for industrial customers and suppliers. Our business has operations in three geographical regions – the Americas, EMEA and APAC, supported by global organisations for supply chain, corporate functions, marketing, and product & supplier management. Our market today is large, fragmented, local in nature and digitally immature. Only a few international distributors serve it, with many regional and local providers, who largely trade offline. Currently we estimate the global market value to be c.£400bn, with our global market share <1%. We stock over 2500 supplier brands, 500K products and 63% of our sales are digital.

Footnote:

RS Group Brands:  RS, Allied Electronics & Automation, RS PRO, OKdo, DesignSpark, IESA, Synovos, Needlers and Liscombe.

Are you ready to explore the possibilities?