Senior Product Owner

About the role

•The role is accountable for defining the vision, strategy and roadmap for a critical customer and service capability that enables BT Business to deliver a simpler, more consistent and more effective customer experience.
• Working across Service, Operations, Digital and Technology, the Product Owner will ensure investment is prioritised towards the outcomes that matter most to customers, colleagues and the business.
• The role will bring together customer needs, business priorities, operational insight and technology capabilities to create a clear and actionable product direction.
• As the single accountable owner for the capability, the Product Owner will balance short-term delivery needs with long-term strategic transformation, ensuring change is sequenced to maximise value and adoption.
• Success will be measured not by the volume of features delivered, but by improvements in customer outcomes, operational performance, colleague experience and business value.

What you’ll be doing

1.Own the product vision, strategy and roadmap for case management and complaints capabilities across BT Business.

2.Define and maintain a prioritised backlog that is linked to customer outcomes, operational performance, regulatory needs, commercial value and strategic dependencies.

3.Turn business objectives into clear epics, features, user stories, acceptance criteria and delivery priorities that business and technology teams can execute.

4.Lead prioritisation and trade-off decisions, including what should continue, stop, defer or be re-sequenced based on value, risk, dependency and readiness.

5.Ensure process redesign happens before further platform build, so ServiceNow and related capabilities enable the target process rather than locking in current complexity.

6.Shape the future case management operating model, including ownership, governance, decision rights, lifecycle stages, escalation routes and in-life continuous improvement.

7.Use data, customer insight, complaints insight and operational performance to identify opportunities to reduce failure demand, repeat contact, rework and customer effort.

8.Define, track and report value measures including complaint reduction, resolution time, customer effort, productivity, automation, adoption and financial benefits.

9.Work across Service, Operations, Digital, Data, AI, Architecture, Customer Experience, Change, Technology and supplier partners to align roadmap, process, platform and adoption activity.

10.Drive use of AI, workflow automation, knowledge management, self-service and digital capabilities where they improve customer outcomes, colleague effectiveness or cost to serve.

11.Develop and maintain business cases, benefit forecasts and value realisation plans, with clear links between investment, delivery, adoption and outcomes.

Essential Skills / Experience

1.Product ownership and product strategy, with the ability to shape a capability vision and turn it into an executable roadmap. 
2.Strong customer experience and service transformation judgement, with a focus on simplifying journeys and reducing avoidable demand. 
3.Value realisation and benefits management, including KPI definition, baseline setting, investment prioritisation and outcome tracking. 
4.Data-led decision making, using insight and evidence to challenge assumptions, prove value and sequence work.

Desirable Skills / Experience

Business and technology translation, with the ability to connect process, platform, data, AI, automation and operational adoption. 
Backlog ownership, prioritisation and agile delivery discipline, including clear requirements, acceptance criteria and delivery trade-offs. 
Stakeholder leadership and influencing across senior business, operational, technology and supplier teams. 
Commercial awareness, including supplier management, business case ownership and investment choices. 
Practical understanding of workflow automation, AI, knowledge management, self-service and digital service channels. 
Ability to simplify complex problems, make decisions visible and create alignment across teams with different priorities.
Ensure teams change how work is done rather than simply moving work into a new tool.
Create the product discipline needed for ongoing improvement, including backlog management, roadmap governance, KPI review, feedback loops and benefits tracking.
Work with Technology and Operations to define how Genesys Contact Centre capabilities, Service Now and Knowledge capabilities should work together to improve first contact resolution, reduce transfers and lower repeat contact

Our Package

10% on target annual bonus
Access to an online private GP 24/7 for you and your immediate family
Market-leading paid carers leave with up to 2 weeks off
Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
Discounted EE and BT products, including mobile and broadband
Market leading Pension scheme – 5% from you and 10% from us
Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.