Product Owner- Railcard- 12m Ftc

1 month ago

London, United Kingdom Rail Delivery Group Full time

Closing date: 30 May 2023

Salary scale: £46,359 - £60,000 per annum

**What is the purpose of this job?**

In conjunction with its supplier network, RDG is embarking upon a major improvements programme on the Railcard Retailing Service to address known issues, improve the customer experience and support revenue growth.

The Railcard Retailing Service includes online retailing, telesales, and a mail order service.

The role will take responsibility for the end-to-end service, identifying improvements across all areas of the various journeys from a customer’s point of view - identifying user needs and business value and then working with the cross-functional Railcard Retailing team and the supplier network to develop and deliver the roadmap.

**What can I expect to do in this job?**
- Drive the end-to-end Railcard Retailing Service product roadmap, managing the product backlog in line with business strategy and operational effectiveness
- Engage with Railcard Retailing Service cross-functional team, key stakeholders, and third-party suppliers to understand and refine the improvements, outline work in the Product Backlog, and prioritising deliverables based on customer satisfaction and business value
- Drive delivery of the roadmap of improvements with the colleagues and third-party suppliers to ensure accuracy and quality and the outcomes meet the customer needs
- Work closely with the existing Railcard Retailing Service cross-functional team, including product owners of each individual component, to ensure alignment with the wider programme of activity and identify opportunities and overlaps
- Deliver customer experience excellence, including developing an in-depth understanding of and reporting on customer feedback across all channels
- Develop an in-depth knowledge of our customers and end-to-end customer journeys that interact with Railcard Retailing Service
- Develop an in-depth knowledge of all the components within the Railcard Retailing Service and the role they play in each customer journey
- Strong analysis focus on key performance indicators, especially contact centre usage, conversion rates and costs of sale related to the customer experience.

**What experience, skills and knowledge do I need?**

Essential
- Demonstrable experience (3+ years) working in a modern agile Product Manager role and managing a consumer product / service from end-to-end, improving sales and customer satisfaction
- Experience developing a deep understanding of customer needs and translating into clear product requirements
- Experience developing and prioritising a product backlog and driving delivery of the product roadmap
- Data-driven and performance mindset - ability to analyse data, form hypotheses, and decide what to do next
- Customer first approach balanced with commercial acumen
- Effective stakeholder management skills and an excellent communicator
- Hands-on approach, not just theoretical
- Strong work ethic with a real commitment to continuous improvement and working as a team
- **Desirable**
- Experience working on a product that utilises an integrated solution and enterprise platforms

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