Posted: Posted 13 days ago

Repair Product Owner - Diagnostics (Maternity Cover)

Salford Quays, Manchester

This role plays an important part in the Service Assurance team in improving the service levels, costs, and operational efficiency through process. 

The product Owner for diagnostics is the person who owns the repair product on behalf of the Consumer business. The individual is responsible for the success of the product, and so is empowered to make the necessary decisions and priority calls.

It is vital that the Product Owner understands the customer’s needs and the business goals and can collaborate with the wider scrum team, operations, and key stakeholders to achieve them.

A proactive approach is required for this demanding role in our fast-paced environment, where engagement in all tasks delegated to you will be required, in return we will help you to learn and gain beneficial experience about our business which will enable you to develop further.

How will I add value in this role?

  • You'll focus on finding the big opportunities to improve our existing diagnostics.

  • You'll be ruthless at driving out inefficiencies and work closely with MI to:

    • Optimise our treatment spend to generate the biggest CEX improvement for budget (£14m)

    • Optimise our flows and Pathfinder to get to the right treatments in the shortest way possible

  • Focus on Ofcom target for Repair driving for large buckets of root-cause (50 less complaints p/m by end of year)

  • You'll make clear and concise policy decisions and recommendations suitable for an Exco audience

  • You'll manage and improve existing processes with a customer central focus to further reduce customer churn and increase NPS Scores.

  • You'll provide ongoing analysis of performance and quality, highlighting any immediate areas of improvement

  • You'll undertake continuous process improvement to increase service levels, quality, and drive cost reduction.

  • Feed into Quality Improvement Plans, that ultimately improves the customer experience and reduces the cost of failure.

What do I need in order to deliver this role?

You'll need to be accustomed to data manipulation/analysis techniques whilst keeping the customer journey central at all time. You'll have good knowledge of SQL.

You need to be enthusiastic about providing a data-driven approach to assist the team in decision making and able to communicate effectively to stakeholders at different levels.

You'll have previous experience of process & continuous improvement and can demonstrate advanced Excel techniques

It would be great to also have: (all other skills & competencies)

  • Telecoms / ISP experience

  • Six Sigma

                                                                                                          

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

Does this job look right for you? Want to work your way?

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