The Role
Map end-to-end customer journeys across sales, provisioning, fault, billing and retention.
Document front-office and back-office processes, including systems, handoffs and dependencies.
Identify failure demand, rework, duplication, escalation triggers and process variation.
Create clear process maps, customer journey maps and swim-lane diagrams.
Analyse operational data including contact volumes, cost per contact, cost per resolution, AHT, FCR, repeat contacts, CSAT and NPS.
Identify opportunities to reduce costs, improve efficiency and enhance the customer experience.
Assess customer journeys from an outside-in perspective and identify friction points affecting customer effort and satisfaction.
Develop and prioritise improvement initiatives, including process simplification, automation, self-service, knowledge optimisation and improved triage/routing.
Work with operational and delivery teams to move ideas through to implementation.
Focus on delivering quick wins alongside longer-term improvements.
Develop business cases, quantify benefits and create practical implementation plans.
About You
Previous experience as a Product Owner or Product Manager, ideally within a contact centre, customer operations or high-volume service environment.
Strong experience in customer journey mapping and process mapping.
A proven ability to identify inefficiencies and develop practical improvement solutions.
Experience using operational data to identify trends, understand performance and prioritise opportunities.
Strong stakeholder engagement and facilitation skills.
The ability to work collaboratively across operational, systems and delivery teams.
Experience within telecoms, utilities or another high-volume service environment would be desirable.
A data-led, evidence-based approach with a strong focus on measurable results.
The ability to work in a fast-moving environment and deliver within a defined contract period.
What we offer
A genuinely varied, high-impact role at the heart of a business that is building something different.
Salary of £55,000 to £65,000 per annum, DOE, plus a benefits package and flexible hybrid working.