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Head of Products - Customer Experience, Digital, Value

Employer
Sanderson Recruitment Plc
Location
London
Salary
110000.00 - 125000.00 GBP Annual + Benefits and Pension
Closing date
22 Sep 2021

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Sector
Telecoms / Utilities
Responsibilities
Information Technology
Position/Level
Director
Contract Type
Permanent
Language
English

Head of Product/Head of Digital products/Product Director/Director of Product/Head of Customer Experience/Director of CX/Digital Product Director

  • Owning the product strategy for Customer Experience, which includes all non-service-related customer journeys and products including our customer-facing, account management apps, the customer bill and organic and customer-driven growth channels.
  • Defining a vision for what great CX looks like and what it delivers for the business.
  • Bringing the customer to life for the business and ensuring they're always at the heart of how we work.
  • Elevating the importance of CX investment in the organisation and tying it into a broader growth strategy.
  • Working very closely with Engineering, UX Design and Marketing leads to make sure everyone is pulling in the same direction.
  • Collaborating with Marketing and Brand to make sure we live up to our promises, and express ourselves coherently through multiple touchpoints.
  • Involving key stakeholders across the business to drive collaboration and ensure alignment of goals and strategy.
  • Managing and growing a team of 4+ Product managers who represent different cross-functional teams who look after different parts of our multi-service customer experience.
  • Ensuring we're clear on the outcomes we're trying to achieve and are owning, measuring and sharing key product metrics, impacts and learnings. Supporting your team in taking a lean, data-driven approach to prioritising and delivering maximum customer and business value.
  • Making suggestions for improvements to the way we utilise data and UX in order to improve understanding of customers, their behaviour, what exactly they value, and what is valuable to the business.

You'll love working for us if you...

  • Have a passion for understanding real people and their problems are a believer in, and advocate for, investing in your customers
  • Have a high bar of quality for good interaction design
  • Are commercially-aware and comfortable with back-of the envelope calculations and
  • Spreadsheet are outcome not delivery-focussed and seek out information you need to be so can personally, and help others, develop ideas and solutions based on real insight, shape them and guide them through to brilliant execution.
  • Have hands-on experience with agile software development and lean approaches to optimising product-market fit
  • Have experience managing and mentoring Senior Product Managers
  • Obsess over the details but also love to paint a bigger picture
  • Know your strengths, and recognise there's always more to learn
  • Are an empathetic team player who collaborates closely with others
  • Embrace iteration and are comfortable with change
  • Are motivated and ambitious, both for yourself and the business you work for

This is a truly unique and innovative position, if you are interested in hearing more, please get in touch.

Head of Product/Head of Digital products/Product Director/Director of Product/Head of CX/Director of CX/Digital Product Director

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