Join a dynamic and collaborative team where you can contribute to the growth and success of the business, receive ongoing opportunities and be part of a supportive company culture.
The ideal candidate will thrive in a dynamic, fast-paced environment, and be driven by achieving strategic objectives and delivering exceptional customer service. This role requires a blend of operational expertise and a forward-thinking approach to help guide tech advances such as AI, and process improvements, to shape the future of the contact centre.
As an experienced senior BA or Product Manager, youll already be an expert in your field and will advocate for user-centred design approaches. Youll work closely with the contact centre management team crafting a compelling vision, developing a product roadmap in conjunction with key stakeholders, writing user stories and actively managing them in a prioritised backlog.
Youll be a great listener and communicator with a creative, structured and logical approach towards understanding problems. This role is responsible for translating business needs into effective technical solutions, ensuring systems and processes deliver value in line with strategic objectives across the organisation.
About Blume
Blume is a dynamic, fast growing, PE-backed marketing collective that attracts and connects individuals who have suffered serious, life changing injuries with the legal representation they need to help them rebuild their lives.
We are part of Fletchers Group, a group of specialist personal injury and medical negligence companies and legal brands. The Group has over 1000 people across a network of offices in the UK, including a 150-strong team at Blume.
Navigating the path to justice can be overwhelming and our contact centre plays a crucial role in this journey by providing the advice, support and direction they need when facing complex legal issues.
The business is underpinned by a strong set of values based on being brave, inquisitive and human, that shape not just what we do, but how we do it.
We are committed to providing our people with a hugely supportive, fun and rewarding work environment, and are well positioned to continue to scale and thrive in a competitive marketplace.
Key responsibilities
Collaborate with stakeholders to understand current processes and future requirements, primarily in the contact centre
Review existing systems and processes and identify areas for improvement or enhancement working closely with end users and business leaders to understand their needs and gather feedback
Lead and facilitate structured workshops, stakeholder interviews, and working groups to extract detailed requirements for initiatives in line with strategic objectives
Act as the key liaison between business stakeholders and technical teams to elicit, define, and document clear and actionable business and functional requirements and objectives
Translate business needs into user stories, use cases, and functional specifications, and clear acceptance criteria, ensuring alignment with development team capabilities
Support system testing, user acceptance testing, and quality assurance, participating in and facilitating testing to validate that the product meets user needs
Monitor and measure the success of initiatives through key performance indicators and by gathering user feedback
Provide regular updates to stakeholders through status reports, dashboards, and presentations, ensuring transparency and accountability
Assess, manage and communicate risks related to product development and delivery
Display a strong delivery mindset, taking responsibility and tasks to see items through to completion
Build strong working relationships across departments to ensure stakeholder expectations are managed and met
Take ownership of all process mapping and documenting business processes within contact centre
Take ownership of and understand each piece of software used in the contact centre and ensure that it is being used/ developed in line with business priorities
Participate in agile ceremonies such as sprint planning, sprint review, and sprint retros
Regularly refine and update the product backlog as new information becomes available or priorities change
Experience & Skills
Proven experience in a Product Manager role ideally within a regulated environment
Strong background in both business analysis and technical disciplines, with the ability to understand and challenge decisions where necessary
Exceptional communication and relationship-building skills, able to challenge and influence stakeholders and team members
Comfortable partnering the business on their contact centre priorities, facilitating workshops and involving others in decision making
Strong skills in requirements gathering, documentation, data analysis, reporting and process mapping
Proficiency in tools such as Jira, Confluence and, Monday
Exceptional communication, presentation, and stakeholder management skills
Strong problem-solving ability with a structured, analytical mindset
Understanding of Agile/Scrum methodologies
5+ years BA/ product management experience in a contact centre setting
Experience in Salesforce is desirable
Benefits
£50,000 to £55,000 basic salary plus up to 4% annual performance related bonus
23 days holiday plus bank holidays
Company pension scheme and private medical insurance
Perk box membership
Opportunity for personal and professional growth in an expanding and successful PE backed SME business
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