Local Product Owner

4 weeks ago

Redhill, United Kingdom Axa Full time

**Description**:
The Digital Assets Team is responsible for customer-facing digital tools which enable customers to register and track their Home Emergency or Motor Breakdown claims. The Local Product Owner role is to deliver new functionality which improves and evolves the functionality offered to customers, providing them with a seamless digital journey.

Job purpose:
To deliver new functionality for customer-facing digital assets across the Motor business line within the UK & Ireland, with an acute focus on superior customer experience throughout the emergency assistance claim lifecycle.

To take product ownership for eRescue, an existing customer tool for registration of claims, and drive evolution of the tool from a UK & Ireland perspective to deliver a superior customer journey, high adoption and conversion, within a global delivery framework. Focus on a data-driven approach to product improvement, enhancing the tool to deliver against key performance indicators.

Responsible for the design and successful testing of new software developments, including test case documentation, data requirements, test execution and feedback.

To manage changes required across the business to facilitate the implementation of digital solutions and enhancements.

To provide clear stakeholder reporting, documentation, project plans and risk & issues logs.

To provide general digital and B2C ecommerce support

Key Responsibilities

Working within the Digital Assets Team, as part of a larger Global function to:

- Drive the ambition for increased Digital solutions and customer adoption of digital tools, with a data-driven approach to digital process improvement, conversion & adoption
- Be the voice of the customer by making customer experience and problems the heartbeat of the product roadmap and backlog
- Define and own the product roadmap and associated project plans, prioritise, monitor and manage performance against agreed milestones, to deliver successful outcomes to time, within scope, budget, and quality.
- Create, prioritise and manage the product roadmap and backlog ensuring you are delivering value to the business and a best in class customer experience
- Work within the Agile Framework; write user stories, attend sprint ceremonies, and ensure the business requirements are properly captured and communicated to the sprint team members. Maintain a close working relationship with the scrum master, development team and Global Product Owner
- Work with account management on client needs and performance improvements
- Build and provide regular reports, status updates and presentations for Heads of Department
- Maintain relevant project documentation
- Chair the local OpCo and document the performance update/business requirements in a well-structured manner, to ensure that they can be effectively communicated, articulated, and clearly understood by stakeholders and the wider business - and that solutions are given, where possible
- Identify, establish and build strong working relationships with project teams, all stakeholders and external parties, to ensure effective collaboration and communication. Ensure that objectives and deliverables are met. Involve all relevant stakeholders, ensuring technical and operational feasibility in both agile and traditional project management methodology
- Manage changes in project scope, schedule and budget by use of appropriate verification techniques and change control
- Identify and lead proactive management of actions, issues, risks and dependencies. Perform risk management to minimize project risks and offer viable solutions and opportunities as they arise. Ensure timely escalation of complex queries and deviations from plan
- Ensure a seamless integration with the wider transformation programme, making timely actions to suit the requirements of transformation program, including testing
- Keep abreast with Agile/Scrum best practices & new trends
- Work with IT, local and global telephony and set up/manage the call deflection services for e-Rescue

General digital and B2C ecommerce support
- Supporting internal colleagues with digital activities, as required
- Assisting with the measurement & reporting on customer digital journeys
- Conducting the performance audit of websites
- Understanding Google Analytics data and/or any other support, which will be required for digital initiatives
- Implementing cookies
- Managing the Digital Hub - repository for Digital Assets
- Liaising with the central digital/ecommerce team
- Conducting all B2C Motor/Aggregator data consolidation & invoicing (helping with reporting, as needed)
- Liaising with IT on any B2C-related tech development needs/e-fulfilment amends - and assisting with the Irish Contact Centre queries, as required
- Producing B2C Motor sales reports, when needed

**Qualifications**:
You will need to have the following skills
- Expert in capturing and documenting requirements, business processes & data relationships using appropriate

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