VodafoneThree - Digital Product Owner - Voice, Chat & Messaging
Location: Stoke-on-Trent or Newbury + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday
Hybrid Working
Our approach allows you to work both in the office and at home. We ask team members to come into the office 2‑3 days each week, for at least 8 days per month. Flexibility is core to your role and you will work with your line manager to understand expectations.
Who We Are
We build a network the UK can count on – one that connects people, places and potential. Everyone has the same chance to stay connected, and together we are closing the digital divide and empowering communities.
Why VodafoneThree
We invest sustainably, reimagine connectivity, and provide real impact across the country. With £11bn invested in 5G and digital infrastructure, your work will power businesses, services and communities nationwide.
What You’ll Do
Reporting to the Lead Digital Product Manager within the Voice, Chat & Messaging workstream of Digital & Total Experience, you will shape and manage core digital communication channels – Voice/IVR, Web Chat, Chat Bots, and Messaging. You will support business customers and teams that engage with these channels.
Key Responsibilities
* Define product vision and align with business objectives.
* Identify and scope key strategic integrations (e.g., Salesforce, ServiceNow).
* Develop and prioritise the product roadmap and backlog.
* Document functional and non‑functional requirements, acceptance criteria and traceability matrices.
* Build strong relationships with SMEs, business users and IT to refine user stories.
* Map current and future workflows, identify key contact touchpoints and conduct gap analysis.
* Develop flowcharts, decision trees and NLU interaction designs.
* Collaborate with designers to ensure alignment with business requirements.
* Create mock‑ups, support demos and assist with test case creation, UAT execution and defect tracking.
* Ensure all key artefacts, specifications and support materials are complete and accessible.
* Drive iterative improvements with stakeholders based on feedback and evolving requirements.
Key Qualifications
* Experience in Product Management, preferably with the Genesys Cloud platform.
* Deep knowledge of Contact Centres, including systems, analytics and ways of working.
* Ability to engage and work collaboratively with a wide range of internal stakeholders.
* Understanding of the VodafoneThree landscape, both IT and operational perspectives, is beneficial.
* Excellent written and verbal communication skills with proven ability to present complex information.
* Demonstrated initiative and ability to work under pressure.
* Strong analytical and problem‑solving skills.
* Change‑oriented: accepts and adapts to new ideas and responds positively to change.
* Customer‑centric thinking, placing the customer experience at the heart of decisions.
Inclusion and Accessibility
We are passionate about inclusion for all. If your experience does not align exactly with every requirement, we encourage you to apply – you may be the right candidate for this role or another role and our recruitment team can help align your skills. If you require reasonable adjustments or have an accessibility request, please refer to our accessibility guidance.
What We Offer
Great pay, bonuses, up to 28 days off plus bank holidays and paid time for charity work. Personalise benefits such as discounts, vouchers, pension plans and more. We support your career with learning tools and parental leave policies.
Need to Know
All employment is regulated by the Financial Conduct Authority and subject to background checks, including criminal (DBS) and financial checks.
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