Description
E-Service Help & Engagement Product Manager
£Competitive + benefits
London Paddington
Full time contract (12 months)
The job:
We're EE. And our vision is to provide the best network and best service so our customers trust us with their digital lives. We're doing that by building a new digital backbone for Britain and offering a great experience to each and every one of our customers - through our stores, in our centres and online. But we can only achieve our vision by having great people working for us. People who are empowered, supported, challenged - and rewarded. That's why the Sunday Times named us one of the Best Big Companies to Work For. But why take their word for it? Come and see for yourself.
Leading our bold digital push to become no.1 for service are our eService team. Joining them as E-Service Help & Engagement Product Manager, it'll be down to you to manage the day-to-day engagement of customers - increasing engagement and improving their experience. That means you'll optimise existing tools, integrate other existing digital services and introduce new innovations in the digital service space. It's all part of our plan to drive the cost out of customer contact, and it's a great opportunity for you to play your part in our digital transformation.
What you'll do:
- Be responsible for the performance and optimisation of customer facing help and support content across the EE Digital estate
- Make sure that the help and support content is fit for purpose at all times
- Drive the integration of existing tools and capability to support customers through the digital channel of their choice
- Own a roadmap of projects that focus on improving and introducing relevant and innovative new capability to support the 'help and support' digital customer experience
- Help the Senior eService Manager to drive digital self-serve adoption and support a strategy for increasing active users
- Support the wider eService Team objectives through contribution and where required ownership of other high priority projects across the team
You'll definitely:
- Have a relevant degree
- Come from a digital support content management background
- Bring developed data and insight skills
- Have highly developed business analysis skills
- Be an excellent communicator - both written and verbal
- Know a thing or two about UX best practice
What's in it for you:
- Competitive salary
- Pension
- Private Healthcare
- Bonus
- Company Car or Cash alternative
- Life Assurance
- 25 days' holiday
- Discounted mobile phone package
- Discounted products and services, as well as a range of other benefits
If you've been thinking about working for the biggest and fastest network in the UK, why not sign up to our LinkedIn Group? You can ask a question or find out more about EE. Could be a great move.