Product Manager - Customer experience platform

Do you have a passion for customer experience and would want to drive great customer experience across our digital platforms? Do you thrive in a role where you can make a difference that has an impact across a whole organization? Then this might be Your next opportunity!
As a Product Manager with ownership for a customer experience platform at the group level, you will product manage the platforms by working with the countries to strategize, find synergies, share best practices to develop solutions that are modular, flexible, and scalable.
Is this your next opportunity?
In this role, you will be responsible for the development and adoption of the Channel (either customer-facing platform or agent platform) across all Telia Op Cos to create a delightful customer experience and reduce operational costs by creating a customer-centric experience with common, reusable, and flexible solutions using the best practices from each Op Co.
The unit, Channels and UX, is under Common Products and Service (CPS) and is newly formed, and as a Product Manager, you will own a Channel i.e. Customer Experience Platforms such as App, Web or Chat and Agent platforms like CRM or knowledge management, etc at a group level across countries. My name is Rakesh Ajbani and I am Head of Channels and UX. I am looking forward to building a team of great people who enjoys innovation, ownership and would like to work in an environment where we can express ourselves.
Ways of working to meet above targets includes, but are not limited to:
Forming and leading the overall strategy for the channel across Op Cos.
Being the SME from a platform perspective and owning the requirements to deliver platform enhancements
Ensuring consistent and customer-centric journeys for the channel across all Op Cos
Delivery of channel development towards the organizational goal of improving customer experience, digital transformation (eSales and eService), and creating a common platform solution
Ensuring best practices sharing across countries and getting the channel to the same level of maturity. Work with countries to support channel backlog development, identify common delivery opportunities and find platform solutions that are consistent, flexible, reusable, and scalable across countries
Validating business cases for development and support Op Cos in prioritization of requirements basis their impact on organizational KPIs/OKRs
Enhancing and continuously improving the CX experience of the channel with new and emerging technologies and global benchmarks

Is this you?
I believe that you have experience from a similar role and is able to influence and collaborate with cross-functional teams to meet the end objectives.
Your personal competencies:
Customer-centric
Business Savvy
Result oriented
Influencer
Team player
Continuous learner

You have experience in at least one of the channels below:
Mobile applications
Website across either explore, e-commerce, support, and service
Chatbots & digital assistants
Self-service channels
Agent telephony
Agent CRM
Knowledge Management
IVR DTMF and Voice
Call center systems Nice or Verint

It’s more than just a job!
Regardless of the position you are looking for, we will give you the tools and support you need to grow both as a professional and as a person, with us. We can offer you your next big opportunity in a creative, motivating, and welcoming company where everyone can be themselves, with equal access to opportunities. We respect and value the diversity of people. In addition to an attractive and inclusive work environment, we also enable flexibility and offer a wide variety of employee benefits.
Interested?
Selection will take place on an ongoing basis and the positions might be filled before the application deadline. Application deadline is 2021-11-05.
Welcome to Telia – Home to your next big opportunity!