VodafoneThree - Lead Digital Product Manager - Voice, Chat & Messaging

Location: Stoke-on-Trent or Newbury + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday

Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month.

You should work with your line manager to understand what their expectations are for you, your specific role and your team.

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with Vodafone Three, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

In this role, you will be responsible for the overall strategy and day to day management of three of our core digital channels:
Voice/IVR, Web Chat and Email Messaging.

The experiences you and your team design, create and run will be high quality, brand aligned, inspiring and create ‘wow’ moments for our customers and teams alike. You’ll work closely with key stakeholders across sales, service and care to ensure the platform meets the needs of our B2B customers.

Stakeholder management, clear accountabilities and the right level of governance will be essential to ensuring these channels run well on a day-to-day basis. You’ll be comfortable presenting to senior leaders and being the key point of contact for these channels across Vodafone Business.

You will generate, share and implement best practice to create award winning experiences for customers and users alike.

This role is central to the Vodafone Business digital transformation strategy and is key to enhancing our Total Experience across all touchpoints.

• Defining the overarching experience within Vodafone Business for voice, web chat and email and the approach and roadmap to achieving it
• Take accountability for resolving operational issues as they arise
• Define and lead the governance of your channels, working with key stakeholders and technology teams to ensure day-to-day configuration is completely quickly and seamlessly
• Ensure key KPIs are met for your…