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Job Description
Join a newly formed team focused on enhancing Customer Experience & Engagement by shaping the digital customer experience. This role requires a Senior Product Owner to lead customer engagement journeys and drive improvements in digital experience capabilities. The position offers an initial six‑month engagement, working on critical missions to advance customer engagement strategies.
Responsibilities
- Lead and support the delivery and growth of customer engagement journeys.
- Develop a holistic view of the customer to improve self‑service and promote engaging content and tools.
- Leverage customer insights to enhance the digital customer experience across various channels including mobile apps, email, push notifications, telephony, and social media.
- Segment customers based on profiles to deliver tailored engagement strategies.
- Focus on key aspects of customer engagement missions, prioritising customer needs and satisfaction.
- Drive innovation and adaptability in response to customer feedback and evolving expectations.
- Empower customers with useful information and support, building trust through transparency.
Essential Skills
- Experience in customer engagement channels with a focus on improving and reshaping customer engagement.
- Proven track record as a Product Owner driving team performance to enhance customer experience.
- Ability to define and communicate a clear product vision aligned with business objectives.
- Expertise in prioritising features based on value and impact.
- Strong stakeholder management skills, building relationships with internal and external stakeholders.
- Experience in backlog management, creating and maintaining a well‑prioritised product backlog.
Additional Skills & Qualifications
- Experience in writing user stories and acceptance criteria.
- Proficiency in customer journey mapping and engagement strategies.
- Knowledge of agile and scaled agile methodologies.
- Experience with CACI segmentation and omni‑channel customer engagement deliveries.
Why Work Here?
This position offers the flexibility of working one day per week in either London, Edinburgh, or Manchester, allowing for a balanced work‑life integration. You will be part of a team that values innovation, transparency, and customer‑centric solutions, providing opportunities to make a significant impact on customer engagement strategies.
Work Environment
Work within a dynamic team that utilises advanced technologies and innovative strategies to enhance customer engagement. The role involves collaboration with various stakeholders and requires effective communication across multiple channels. The flexible work arrangement supports a healthy work‑life balance.
Location: Edinburgh, UK
TEKsystems is an Equal Opportunity Employer. Your personal data will be processed in accordance with our Privacy Notice.
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