Digital Product Owner - Voice, Chat & Messaging

Vodafone Limited; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in the United Kingdom is seeking a Product Manager to shape and manage core digital communication channels such as Voice/IVR and Chat Bots. This hybrid role involves defining product vision and backlog prioritization to enhance the customer experience. Ideal candidates will have strong analytical and communication skills, and experience with the Genesys Cloud platform is preferred. The position offers competitive pay and benefits, making a significant impact on digital transformation efforts.

Benefits

Great salary and bonuses

Up to 28 days off plus bank holidays

Paid time for charity work

Personalized benefits packages

Qualifications

• Experience in Product Management, preferably with Genesys Cloud.
• Deep knowledge of Contact Centres and analytics.
• Excellent written and verbal communication skills.

Responsibilities

• Define the product vision and align with business objectives.
• Develop and prioritize product roadmap and backlog.
• Create mock-ups and assist with UAT execution.

Skills

Product Management

Communication skills

Analytical skills

Collaboration

Problem-solving

Tools

Genesys Cloud

Salesforce

ServiceNow

Job description

Location: Stoke-on-Trent or Newbury + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday

Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today. We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress. We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves. You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country. You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone. We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Business UK Function

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What You’ll Do

Reporting to the Lead Digital Product Manager within the Voice, Chat & Messaging workstream of Digital & Total Experience, this role plays a pivotal part in shaping and managing our core digital communication channels—Voice/IVR, Web Chat, Chat Bots, and Messaging. As Product Manager, you will be responsible for shaping the vision and delivery of these channels, supporting our business customers and the sales, service, and back-office teams who engage with them. You will have accountability for defining the product requirements, prioritising the backlog and ensuring that all deliverables meet the expectations of both customers and stakeholders. This role is central to VodafoneThree’s digital transformation strategy and is key to enhancing our Total Experience across all touchpoints.

Product Ownership & Strategy

• Define the product vision, ensuring alignment with the overall business objectives and priorities
• Identify and scope key strategic integrations (i.e Salesforce, ServiceNow)

Roadmap & Backlog

• Develop and prioritise the product roadmap and backlog, guiding the development team on the needs of the Enterprise business
• Document functional and non-functional requirements, acceptance criteria, and traceability matrices

Use Case & User Story Development

• Build strong relationships with SMEs, business users and IT to refine and user stories

Journey Mapping & Gap Analysis

• Map current and future workflows
• Identify key contact touchpoints and gap analysis for existing usage

Process Modelling & Design Collaboration

• Develop flowcharts, decision trees, and NLU interaction designs
• Collaborate with designers to ensure alignment with business requirements

Prototyping & Testing

• Create mock-ups and support demos
• Assist with test case creation, UAT execution, and defect tracking

Documentation & Continuous Improvement

• Ensure all key artefacts, specifications, and support materials are complete and accessible
• Work with stakeholders to drive iterative improvements based on feedback and evolving requirements

Who You Are

• Experience in Product Management, preferably with the Genesys Cloud platform
• Deep knowledge of Contact Centres, including systems, analytics and way of working
• Ability to engage and work collaboratively with a wide range of internal stakeholders
• Understanding of the VodafoneThree landscape, both from an IT and operational team perspective would be beneficial
• Excellent written and verbal communication skills, with proven ability to present complex information to a wide range of stakeholders
• Demonstrated use of initiative and ability to work under pressure
• Strong analytical and problem-solving skills
• Change orientated: accepts and adapts to new ideas and responds positively to change
• Ability to put the customer experience at the heart of decisions

What We Offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.

Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website https://ers.vodafone.com/uk/applying-to-us/ for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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