Digital Customer Product Manager

Location:
Bristol or London
Department:
Dealer Services
About The Role
The role is responsible for leading multiple cross-functional product teams in planning and prioritising digital initiatives aligned to our strategic agenda for Scheme customers. You will proactively engage and collaborate with business owners to create and deliver digital services that empower Scheme customers to interact with us how they want and when they want.
 
Reporting into the Head of Dealer Services, key responsibilities include:
  • Matrix manage the Product Owners in product management and delivery; driving consistency and excellence in standards, guidelines, tools and techniques
  •  Responsible for our customer experience design team in the delivery of accessible and customer led features
  • Develop the vision and strategies for digital customer product portfolio, focussing on delivering customer value in line with overall business goals
  • Build and support business cases for the delivery of new customer digital products and capabilities as well as propose, agree and work within product budgets
  • Foster a culture of autonomous, goal-oriented teams who are passionate about delivering best-in-class experiences by learning from customers and users
  • Provide expertise and support to teams, including the setting and measuring of product goals and success metrics
  • Work with the practice leads (e.g. from Architecture, Design, Development, Insight) to drive excellence and ongoing optimisation of processes and practices within the Product community
  • Champion the product vision and strategy with stakeholders across the business, engaging with the relevant governance frameworks and driving cross-divisional collaboration
  • Engage with external partners and third parties to support the delivery of product and service development
  • Provide strategic expertise on relevant industry and comparable companies  developments
About You

This role is perfect for someone who is passionate about customers, continuously seeking to better your understanding of their needs in order to drive positive customer outcomes.  

  • You fall in love with the problems rather than only focussing on solutions
  • You have the ability to think strategically and craft a compelling product vision; clearly articulating the purpose and value of your teams’ work, for customers and for the business
  • You are passionate about creating the best possible customer experience while balancing this with business needs
  • You are competent in using quantitative and qualitative insights to identify product opportunities and improvements
  •  You are enthusiastic, motivated and driven to develop our capabilities to deliver excellent online digital services to our customers
You will have gained the following mandatory experience:
  • Extensive Product Management experience which demonstrates leadership of cross-functional teams in the design, development, delivery and innovation of digital products which meet customer and business needs
  • Proven track record of delivering multiple digital online products and services
  • Led the delivery of multiple high quality, complex projects and worked effectively with internal and external stakeholders to manage dependences, risks and issues; and feeding into internal governance processes
  • Delivered projects with user experience and design embedded within the development of product and services
  • Delivery of digital products and services to customers using agile development methodologies
  • Experience of working with technical teams to deliver strategic projects
About The Company
At Motability Operations Ltd we provide a unique mobility proposition for the specific needs of people with disabilities by leasing cars, scooters and powered wheelchairs to those in receipt of Disability Living Allowance and Personal Independence Payment. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and have over 600,000 customers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do and our people demonstrate these values:
  • Empowerment
  • Empathy
  • Inclusion
  • Forward thinking
  • Excellence

What’s on offer
As a Motability Operations Ltd team member you can expect:

  • Competitive salary
  • 28 days holiday in addition to bank holidays
  • 15% non-contributory pension
  • Annual bonus
  • Private healthcare
  • Life assurance
  • Voluntary benefits such as health checks, travel insurance and gym membership

Unfortunately Motability Operations Ltd is unable to provide visa sponsorship; therefore applicants applying to work with Motability Operations Ltd must be eligible to work in the UK.