Product Manager CC Apps, Legal & Regulatory

The Product Team

The role sits within our Digital Workplace team, totalling circa 200 people with an annual revenue of £1.5 billion and serving BT's 1.2 million business customers including half of the FTSE 350. The products that sit within this area include our various cloud collaboration, inbound voice and customer contact products.

Your Mission

In this role you will own the success of the 5 year medium term plan for our Verint Workforce Optimisation product offering worth between £30-£40 million revenue per year. The product area is multifaceted used for both capturing customer interactions and for optimising the performance of contact centre teams. BT are a leading player in the contact centre space globally and if you are booking a flight, calling a bank, booking transport chances are BT are the ones managing the contact centre.

You will be need to have an impact from both a leadership (where we want to get to) and strategy (how are we going to get there) point of view.

What you will be doing

• Managing the end to end product lifecycle including both strategy and delivery for our Verint Workforce Optimisation offering that sits within our portfolio of Customer Contact products (CCApps). This will include the introduction of all new product functionality.
• Outlining the strategic vision, stating where the product is going, how they will get there and why they will succeed. 
• Creating governance of all new new policies/processes/strategies used by the designated portfolio segment.
• Migrating our business customers from legacy systems to new products that leverage modern technologies such as AI whilst mitigating all legal, contractual, or financial impacts to BT.
• Line managing a junior team member.
• Coaching, training, and mentoring of all staff through a commitment to continuous learning and reflection to ensure best practise.
• Leveraging diverse and inclusive thinking to maximise the effectiveness and success of teams, policies, practices, and products.
• Managing Projects by dividing tasks into sprint, frequently reassessing and adapting plans.
• Collecting and interpreting data in order to uncover patterns and trends.
• Responsibility for pricing and commercial management across all sales channels including quarterly P&L updates.

Experience needed for the role

• ​​​​Proven technical knowledge of cloud-based customer contact/customer experience products such as Verint Workforce Optimisation.
• Product management: End to end experience managing both new market launches and the in-life maintenance of existing product portfolios.
• Customer champion and insights driven: The ability to translate customer and market demand into product development and user experiences decisions, inc. requirements, and user stories. Plus, ability to use competitive analysis and customer insights to influence and validate portfolio plans.
• Commercial acumen: Strong financial literacy and the ability to develop and present a Business Case, Market Based Pricing and heavily lead vendor contract and commercial negotiations.
• Stakeholder management and relationship skills: Required to deliver successful product launches whilst collaborating with and providing status updates across Portfolio, Digital, Delivery, Finance, Legal, Sales and Service Operations teams. Able to manage stakeholders up to senior leadership level.
• Programme management: Ability to progress several required workstreams in parallel, as well as monitor, flag and mitigate risks; working towards key milestones and timeframes.
• Communication skills: Ability to talk to cyber security propositions in a way which will effectively resonate with SMB business owners and non-security experts.
• Quantitative analysis: Ability to make data-driven decisions, using product KPI’s and customer segmentation to break down and track progress towards business goals.
• Customer-Centric product discovery: Ability to prioritise and build a deep understanding of customer needs. This can be achieved through techniques such as customer journey mapping, empathy mapping, wireframing/prototyping.
• Growth mindset: Ability to stay ahead of market trends through a willingness to always explore new tech innovations.
• People management: Any experience directly line managing or at least coaching/mentoring people would be advantageous.

Benefits

• Annual on target bonus 10% (personal and company performance multipliers)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. 
• From 1 January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
• Life Assurance (4 x life cover pay)
• Direct share scheme
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
• Discounted EE TV including TNT Sport and the NOW Entertainment membership.
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• Volunteering days so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’