Digital Product Owner

5 months ago

Windsor, United Kingdom Centrica Full time

We are Centrica We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is **#MoreThanACareer** - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.

Your work here isn’t just a job - it’s a mission. We all play a vital role in **energising a greener, fairer future**.

**Digital Product Owner**

**Permanent**: Full Time

**Location**: Home based with the occasional meeting in a Centrica Office.

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. 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. You will work as part of New Product Development within the Customer experience; Sales & Marketing team and your focus will be on creating an amazing agent experience across all our systems and processes.

As a **Digital Product owner**, you will work with CX, Design, Customer Operations & Technology to agree, develop, prioritise and deliver capability for operational agent tooling, focused on the experience and optimising for each channel. Working in an agile way, development should focus on being effortless for our agents, achieving a low-cost business outcome, without compromising the overall customer experience. Being data led and designing around operational needs and behaviours, to deliver net customer growth & value.

**Your key accountabilities will be**:

- Understanding the needs of operational teams - frontline agents, team leaders, managers as well as resource and planning. Using a deep rooted knowledge of problems to be solved, and expert product management mindset/approach, create the optimum front-line agent experience resulting in quality and speedy resolution of customer queries.
- Optimising our systemic solutions, through our software as a service (SAAS) relationships with Salesforce (customer records and case management), Ensek (billing) and AWS (contact routing).
- 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.

If you have a passion for driving results and experience guiding digital change and transformation projects, we encourage you to apply. As a Digital Product Owner, you will work closely with product and internal teams, as well as software partners, to bring our product vision to life.

Your ability to communicate effectively and build strong stakeholder confidence will be essential to success in this role. We are looking for someone who brings energy and innovation to their work and collaborates for the right results. With an open mindset, you will question the status quo to deliver better outcomes using data to validate direction, while maintaining a clear program of work with achievable milestones.

Previous experience as a Digital Product Owner, or of guiding digital change in a complex program, is required. Energy experience with knowledge of the debt collection journey would aid success. A competent understanding of Salesforce (Service Cloud) is essential.

If you have a proven ability to guide others and take end-to-end responsibility for the design, prioritization, and delivery of a digital roadmap, we encourage you to apply.

Join our team and help us deliver better outcomes for our customers

**In return we offer**:

- Competitive salary and bonus potential
- Employee Energy Allowance at 15% of the government price cap
- Pension scheme
- Company Funded Healthcare Plan
- 25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days
- Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance

LI-JB1

**_ At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team - a team with a diverse mix of people and skills, where everyone feels welcome an

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