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Digital Product Owner

7 months ago

Windsor, United Kingdom Centrica Full time

British Gas Energy have a vision to provide a low-cost, digital-first, hassle-free energy to consumers and small businesses in the UK and doing this under a growing business unit called New Energy Platforms (NEP). Our ambition is to be the largest energy supplier in the UK for residential and small businesses, with a brilliant service that is effortless, reliable, hassle-free and low-cost.

As **Digital Product Owner** you’ll work as part of New Product Development within the Customer Experience, Sales & Marketing team, your focus will be on creating an amazing agent experience across all our systems and processes.

Overall NEP aims;
- Developing a customer-led Energy business, to disrupt the UK market and drive substantial value and customer growth for Centrica - understand and focus on what customers need.
- Build long term relationships with new and existing Consumer and Business customers, through experiences and interactions that they truly value

You’ll work within the Customer Experience team & your focus will be on the Billing customer journey, projecting accuracy, building customer education and trust. Building a roadmap of improvements to achieve **_Our Vision; Gaining customer confidence in what they pay and how they pay for their energy usage._**

**Key Accountabilities**:

- Truly understand our Energy Billing Customer Journey Vision including how Meter Read accuracy and prompting contribute
- Determine what is needed next to push us into a space of Continuous Improvement for Billing. Increasing customer understanding and accuracy of our Bills.
- Shift us towards a step change in our Billing Customer Experience, setting milestone goals that support the evolution of our Meter Read Prompting and Bill Customer Experience. Heading towards monthly billing for all customers
- Being data led and designing around operational needs and behaviours, to deliver net customer growth & value objectives
- Understanding the needs of operational teams - frontline agents, leaders as well as resource and planning. Using a deep routed knowledge of problems to be solved, and expert product management mindset/approach, create the optimum frontline agent experience resulting in quality and speedy resolution of customer queries.
- Optimising our systemic solutions, through our software as a service (SAAS) relationships with Ensek and Salesforce
- Create and validate the roadmap prioritise, gaining stakeholder buy-in focused on the value drivers
- Centred around a clear product vision for operational tools and experience, scope and manage solutions to operational problem statements. Ultimately achieving 1:5000 customer to agent ratio and NPS touchpoint improvements,
- Develop and prioritise business requirements. Orchestrating the squad through a clear product vision, prioritising e2e delivery, including test and learn, iterative builds, bug fixes/resolution, web analytics and ongoing optimisation
- Adopt test & learn approaches to design, refine and optimise capability and journeys
- Embody the cx principles and overall NEP business objectives in the design and prioritisation of the product roadmap

**To thrive in this role,** you will ideally have at least 2 years’ experience as a Digital Product Owner, or of leading digital change in a complex programme as well as energy experience & knowledge of operational teams. Salesforce experience - focus on using as a CRM is also essential.

**In addition**:

- Proven ability to lead and take e2e leadership for the design, prioritisation, and delivery of a digital roadmap
- Experience of defining and briefing clear business requirements, working closely with Technology delivery and Digital design teams
- Proven ability to effectively prioritise business requirements, and exercise good business judgement, based on commercial and customer objectives
- Experience of working with agile and lean methodologies (preferred)

**Capabilities required to succeed**:

- Attention to detail/quality & control is a must, someone who works well with the detail, whilst also being able to focus on what is critical
- Influencing & collaborating - working across product and internal teams as well as our software partners to effect change, an ability to lead a team to the product vision.
- Data focused & analytical - ability to tell a story of what is important, prioritise and use data to validate the direction
- Customer-led thinking - keeps the customer reality and needs at the heart of the conversations and design
- Maintaining focus - a programme of work with clear milestones to achieve our NEP goals
- Prioritisation - ability to articulate what is important and why. Not afraid to take risks and happy to learn
- Communication - ability to support the product delivery team and stakeholders understand the vision, direction and build confidence through achievements

Joining our team means more than just a competitive salary. We offer an exceptional pension & bonus scheme, car allowance, and