The Digital Channels team oversee and deliver the business’ strategic vision for assisted digital customer contact and experiences across our brands and products.
Webchat is our primary digital assisted channel, and we are soon to launch web messaging and scale up InApp messaging to allow customers to engage with us in more creative ways to ensure we keep up with the change in customer expectations of online functionality and availability. The chatbot product team also form part of our area and help us support the growth of digital across the business by fully and partially automating conversations, allowing us to offer more support to customers in an efficient and cost-effective manner.
The Product Lead will be responsible for the strategic view of assisted channels, product development and enhancement, understanding data and customer behaviour/expectations, and having accountability to grow the profitability and viability of messaging channels through delivering efficiencies to both self-service and human-aided journeys.
The role will suit someone with a strong background in product ownership, with experience in creating and delivering a strategic-level roadmap for a technical platform or solution. Stakeholder management will be key, balancing the needs of multiple demands with the core customer-focused proposition. Comfortable with data, you will excel in making value-driven decisions when prioritising features and deliverables that will enhance Admiral’s customer experience offering. Leading a diverse range of roles, you will be a strong verbal and written communicator, with the ability to translate technical details into everyday language.
Main Duties:
- Understand stakeholder priorities and work with the team to align these accordingly, in line with customer value, business value, and strategic fit.
- Ensure that product development occurs in a way that builds on cross-departmental knowledge, and puts the customer at the heart of all product changes
- Manage a project within a programme of change that includes multiple delivery milestones
- Provide formal and detailed business case projections/impact ahead of new functionality releases, and continued monitoring after release
- Maintain relationships with departments and designated stakeholders across the group, including upwards reporting
- Maintain strong links with the dedicated IT teams and thus strong level of understanding on how to maximise output while helping to maintain a good morale
- Ensure that all risks are reported, and that potential risks are appropriately identified and managed
- Monitor management information and other sources of feedback to ensure continuous improvement
- Test and learn based on clear success criteria
- Report progress against key metrics, set and adjust new and existing key metrics appropriately
- Ensure the team is appropriately supported, trained and developed, including conducting regular one-to-ones with team members
This is not a full definition of the role but covers the main aspects and drivers for success.
Behavioural Competencies:
- Strong customer focus
- Ability to read, understand and question Management Information
- Comfortable overseeing the work of a Product team
- Strong communication skills and relationship-management skills
- Experience of managing, mentoring and coaching to develop a team
- Experienced in defining detailed change requirements
- Experience of risk and control mechanisms
- Ability to manage and prioritise multiple projects at one time
- Proven track record in delivering projects
- Solutions-driven
- Familiar with established and emerging online customer service solutions
- Excellent track record of cross-organisational relationship building
- Self-driven & proactive
- Ability to understand and align to the objectives of the business
Interviews for this position will be via Microsoft Teams and advised in due course.
Salary, Benefits and Work-Life Balance:
We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package. Please be advised this role is based in Cardiff, and would require working in our office 2 days a week.
At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're voted no. 1 in the 2020 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.
You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.
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