Lead Digital Product Manager - Voice, Chat & Messaging

Vodafone Three - Lead Digital Product Manager - Voice, Chat & Messaging

Join to apply for the Vodafone Three - Lead Digital Product Manager - Voice, Chat & Messaging role at Vodafone Three.

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 offer a hybrid working approach where you work both in the office and  don’t have to be in on specific days; typically, teams come into the office 2–3 days per week for collaboration and business needs.

Who We Are We’re building a connected UK with a focus on closing the digital divide, empowering communities and driving progress. Vodafone Three welcomes diverse perspectives and aims to create a workplace where everyone can belong and bring their whole self to work.

What You’ll Do

• Define 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 efficient and effective.
• Ensure key KPIs are met for your channels, working closely with sales, care and back-office teams.
• Continually review the customer experience against competitors and best practice to optimise and improve, aiming for award-winning experiences.

Who You Are

• Strong understanding of contact centres with 10 years’ experience across Digital Voice (IVR), Web Chat, Chat Bots, etc.
• Exposure to and understanding of B2B customers.
• Business partnership/advisory skills with senior stakeholders.
• Team management and leadership experience.
• Data- and research-led design experience with a track record of impactful results.

Worried you don’t meet every criterion? We encourage applicants of diverse backgrounds. If your experience isn’t an exact match, you may still be the right candidate for this role or another role, and our recruitment team can help map your skills.

What We Offer

• Competitive pay and bonus opportunities.
• Benefits including up to 28 days of leave plus bank holidays, pension, discounts and wellbeing support.
• Learning tools and parental leave policies to support your career and life goals.

Need to Know

• We are regulated by the Financial Conduct Authority and offers are subject to background checks, including criminal (DBS) and financial checks.
• For accessibility requests during recruitment, refer to the Accessibility section of our Careers site.
• We use AI in parts of our business to boost innovation. Your unique experiences and achievements remain the focus of our recruitment.

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