Product Owner, Dundee Customer Engagement Centre

About the role
An opportunity has arisen for a Product Owner at our Dundee Customer Engagement Centre. This is a full-time position working 36 hours per week, Monday to Friday.

Reporting to the CEC Head of Transformation, you will be responsible for owning the CEC Improvement Plan for products our colleagues use to serve customers brilliantly and deliver Big 6 improvements for customers, colleagues, and the business (improving existing products and delivering new ones).

To design, develop and land new transformational initiatives to help our customers do business with us easily and bringing in the concept of self service via AI and Digitalization.

You will be responsible for
- Becoming an expert in CEC products, monitoring & understanding the potential of new technologies & business models, identifying & developing new opportunities
- Leading & conveying our core purpose of “Serving our customers, communities and planet a little better every day”, prioritising business objectives for my Products, managing the product roadmap & acting as Product Owner within the Agile development process.
- Working with business stakeholders to illicit requirements and translate these into effective user stories for the development team(s)
- Reviewing and staying up to date with industry standards and innovation within the Product world to help shape approach to Product Development
- Ensure products & product improvements are delivered effectively & on time, by keeping appropriate documentation & tracking next steps, risks, issues & measures of success, by capturing SMART actions & maintaining detailed & up to date development plans, & by organising my workload to meet deadlines
- Working with IT (PMs, architects and the development team) to deliver the roadmap using Agile methodologies and influence the prioritisation of requirements, answering development questions & resolving issues, always putting the customer first
- Defining & prioritising the work in the Product backlog ensuring improvements are benefits driven. E.g., cost saving, improved customer/colleague experience
- Owning the planning process & deciding which marketable features will make up the Sprint backlog & be delivered at the end of the sprint
- Owning the demo at the end of the sprint
- Ensuring all improvements are landed with end users effectively, through comms & engagement activities, including training where appropriate
- Effectively developing & coaching Product Analysts ensuring priorities are aligned to business objectives refinements

**Key people and teams you will work with in and outside of Tesco**:

- CEC Operations
- CEC Support & UAT
- CEC MI
- CEC Resourcing
- CEC Learning & Development
- CEC and HO Business Partners
- Tesco Engineering
- Tesco Infrastructure
- Tesco Product & UX Team
- 3rd party providers (e.g., Kana, BT Cisco, Verint)

**People, budgets & other resources I am accountable for in my job**:

- 1 x Product Analyst
- Managing streams of work which improve the products used by some or all of the c2500 colleagues across the CECs (Dundee, Bengaluru and home workers)
- Managing streams of work with significant investment and required business benefit (£Xm)

You will need
**Operational skills relevant for this job**:

- Good communicator: comfortable having technical conversations, understand the possibilities of online technologies and know when to challenge & ask questions
- Well organised, pragmatic & a lateral thinker with an inquisitive mind
- Planner looking ahead, raising issues, providing solutions & meeting deadlines.
- Driven & resilient with the ability to adapt to the changing priorities of the business
- Strong working understanding of Scrum framework Working knowledge of common product management tools such as Jira, Confluence, Aha, Trello
- People management - managing, coaching, and supporting Product Analyst to deliver for the business

**Experience relevant for this job**:

- Product management & technical knowledge e.g., networks & infrastructure
- End to end product ownership - define, design, develop & deliver
- Agile working
- Creating user journeys, wireframe design, testing & design briefs
- Working in a collaborative environment with the ability to support and coach colleagues
- Working with colleagues based remotely
- Working with IT experts across various disciplines
- Familiar with relevant legal requirements and InfoSec best practices e.g. Data Protection, GDPR
- Experience with supplier procurement / renewal processes
- Experience in working with Conversational AI
- Experience in delivering self-service/automation in retail/similar industries
- Experience with social media and conversational messaging

About us
We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to serving our customers, communities and planet a little better every day. We striv