Job Description

Product Owner
PCD330301
£43k a year
Full-time

Job Description

What you will do

Reporting to the Lead Digital Product Manager within the Voice, Chat and Messaging workstream of Digital and Total Experience, this role plays a pivotal part in shaping and managing our core digital communication channels-Voice/IVR, Web Chat, Chat Bots, and Messaging.
As Product Owner, you will be responsible for driving the vision and delivery of these channels, supporting our business customers and the sales, service, and back-office teams who engage with them. You will own and prioritise the product backlog, define epics and user stories, and ensure that all deliverables meet the expectations of both customers and stakeholders.

Product Ownership and Integration
Act as a product owner to support backlog prioritisation.
Define integration requirements for systems, such as customer relationship management platform.

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.
Need to know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are-your personality, creativity, and abilities. Above all, we are looking for authenticity and cannot wait to get to know the real you.
#vodafoneuk #VodafoneThree #LI-Hybrid

Requirements and Analysis
Conduct low-level business requirements gathering and analysis.
Document functional and non-functional requirements, acceptance criteria, and traceability matrices.
Use Case and User Story Development
Create detailed user stories describing customer and user interactions with IVR.
Liaise with SMEs, business users, and IT to refine and groom user stories.
Journey Mapping and Gap Analysis
Map current and future workflows.
Identify key contact touchpoints and perform gap analysis for existing usage.
Process Modelling and Design Collaboration
Develop flowcharts, decision trees, and NLU interaction designs.
Collaborate with designers to ensure alignment with business requirements.
Prototyping and Testing
Create mock-ups and support demos.
Assist with test case creation, UAT execution, and defect tracking.
Documentation and Continuous Improvement
Ensure all key artefacts, specifications, and support materials are complete and accessible.
Work with stakeholders to drive iterative improvements based on feedback and evolving requirements.

Who you are

Ability to engage and work collaboratively with a wide range of internal stakeholders
Understanding of the organisation landscape, both from an IT and operational team perspective
Understanding of key contact centre systems, analytics tools and excel
Sales and Service orientated
Excellent communication and team working skills
Demonstrated use of initiative and ability to work under pressure
Demonstrated analytical approach to problem-solving
Change orientated: accepts and adapts to new ideas and responds positively to change
Ability to put the customer experience at the heart of decisions

Location:
Newbury or Stoke (*Hybrid)

Salary:
Excellent basic salary plus bonus and the organisation benefits

Working Hours:
full-time 37.5 hours per week - Monday to Friday
• Hybrid
We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We do not require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
We are here to build a network the UK can count on - one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online - we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built - today.
We are creating more than the UK’s best network. We are helping close the digital divide, empower communities and drive meaningful progress.
We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We are building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
You will join a team that genuinely cares - about each other, about our customers, and about the future we are building. From day one, you will be welcomed, valued and encouraged to bring your whole self to work.
Why VodafoneThree
Join us and you will be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.
We are not just expanding connectivity; we are reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.
You will work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you will be helping to build a future that works better for everyone.
We move at pace, because what we are building matters - and we are learning as we go. We are proud of the progress we have made, but we are just getting started.
Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations - from small, local businesses to multi-national corporations - unlocking the potential of new the organisation, including 5G, AI and the Internet of Things (IoT).