Product Manager

Affinity Water; Hatfield; Hybrid; GBP 30,000 - 45,000

Job description

Affinity Water is investing in a Digital Transformation Programme to enhance the way we engage with our customers; we have new 18-month fixed term contracts for Product Managers to play a key role in delivering new digital customer journeys to our customers.

This transformation will leverage a suite of new IT platforms to drive self-service enhancements and provide personalised communications which will ultimately drive-up customer engagement and operational efficiency.

The Role

As a Product Manager you will become a Subject Matter Expert (SME) for key products and customer journeys to support the creation and launch of self-service journeys within our new operating platform. These roles sit within the newly created Experience Delivery Team within the Customer Experience department. You will work closely with our Technology Team, Business Analysts, & Change Management colleagues, to deliver new online experiences across multiple channels ensuring we can deliver fit-for-purpose and right first-time experiences for our customers.

Key responsibilities

Product Support

1. Working with key stakeholders from across the business to deliver new customer journeys in line with business and customer needs.
2. Assisting in maintaining and updating the product roadmap, ensuring alignment with business priorities.
3. Becoming a Subject Matter Expert (SME) with your allocated products and customer journeys to demonstrate the value delivered from the new self-service journeys such as reduction in telephone contact or customer experience improvements.

Requirement Gathering

1. Defining and documenting product features and improvements.

Collaboration

1. Working with other business areas to ensure a successful product delivery (e.g. marketing, training, contact centre, and customer billing).
2. Partnering with customer communications to identify new/revised customer messaging to support updated journeys.

Agile Delivery

1. Participating in Agile ceremonies (e.g. stand ups, sprint planning) and helping to track progress.
2. Leading user acceptance testing (UAT) for allocated products and journeys, ensuring a smooth transition to live environment.

Data & Performance Tracking

1. Monitoring product performance by inputting into a Management Insight framework to track success of transitions and changes in customer behaviour and business efficiencies.

Problem Solving

1. Thinking outside of the box to overcome challenges within the product delivery such as prioritising features or work.

Essential Qualifications and Skills:

1. 2-3 years experience in product management delivery.
2. Customer Journey Mapping and knowledge of customer experience principles.
3. Understanding of Product Management Principles and Digital product lifecycles.
4. Hands-on experience using product management tools (e.g. Jira, Trello, Confluence or similar).
5. Ability to be self-managed to ensure deadlines are achieved.
6. Knowledge of business outcomes and customer-centric approaches.
7. Ability to thrive in a fast-paced, dynamic environment.

Benefits include:

1. Salary £30-45,000 per annum depending on experience.
2. Hybrid role, 2-3 days a week in Hatfield with occasional travel to Folkestone.
3. 18 month FTC.
4. Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
5. Entry into the company annual bonus scheme.
6. Annual leave from 26 days rising with length of service, and the option to purchase up to 5 extra days.
7. A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
8. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
9. We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
10. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
11. Access to our Wellbeing Centre with support for looking after your physical and mental health.
12. Discounts at a range of retail outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
13. Up to 4 Affinity days a year to volunteer in the community.
14. Life Assurance.
15. Disability confident bullet point added to our adverts; if you need to apply in a different format, please contact us.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.

You can find out what it’s like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.