Head of Digital Product

HomeServe are currently recruiting for the new Head of Digital Product to join the Digital Delivery Team in Walsall. As the Head of Digital Product you will be a key member of the Digital Leadership Team and report directly to the Director of Digital, who has ambitious plans for the HomeServe digital journey. We work in a hybrid way, mostly remote with a requirement to travel into our Walsall office twice a week to work with the team. With that in mind you will be located within a convenient commute to Walsall. The Digital Delivery Team is accountable for the delivery of digital activity across HomeServe Membership Ltd, including strategy, transformation, new functionality, maintenance and optimisation. The team strives to evolve our core digital capability, transforming the organisation to embrace and drive its adoption as a digital first organisation. Formed in a matrix structure across Product, Change, Technology and Digital Optimisation, the team is accountable for building compelling online capability and journeys across the digital estate, in order to deliver the very best outcomes for our Customers and the Company. ROLE PURPOSE As a member of the digital leadership team the role will own, lead, and specify a product vision and roadmap aligned to HML's priorities, its digital strategy and telephony automation platform. Through clear ownership and accountability, the role will set the priority and direction of all insurance and cover related digital product areas, driving delivery through leadership of a multi-disciplined team. As an expert in agile delivery principles the role will be a digital ambassador and evangelist for our digital strategy and capability across the business. 1. Driving digital growth through improved acquisition capability and performance, alongside building integrated experiences with our partners 2. Driving increased levels of self service through the Organisation, utilising new and existing digital tools, evolving and optimising our automated telephony solution and driving increased online adoption 3. Supporting growth in our installation capability by delivering strong integrated solutions and respective journey's The role will constantly look to seek out and define new opportunities, internally and externally to the business, managing a backlog of innovations which drive substantial opportunity for HomeServe. Specific emphasis is placed on optimising existing capability and journeys, alongside evolving our digital products and automated telephony to drive enhanced value and reach. As a key function within our agile delivery model the role will drive benefits of new digital features as quickly as possible, in support of business plan and local priorities. PRINCIPAL ACCOUNTABILITIES:

• Specification and ownership of a product vision aligned to HomeServe priorities, the overall digital strategy and related investment plan
• Specification and ownership of a product vision for HomeServe's automated telephony solution, HANA
• Management of a series of complex product roadmaps and related backlogs, identifying opportunities, defining user stories and continuously iterating through prioritisation
• Playing a lead role in supporting the broader digital strategy and related investment plan, establishing a clear plan of activity and related value with budgets of up to £1m
• Manage a matrix team of multi-disciplined individuals made up of product owners, scrum masters, developers, offshore partner and related change resource
• Collaborate and influence stakeholders across the business to ensure the appropriate understanding of business requirements and their translation into product requirements
• Prepare and deliver key updates to board level steering committee's and other senior meetings, supporting governance and driving performance
• Play a key role in creating and disseminating the HML digital story through clear definition and communication of product plans, features and target state ambition to a wide variety of stakeholders Ensure legal and regulatory compliance of all digital assets and features created in the respective area through strong assessment and governance
• Work with the broader Digital Delivery Team to operate and embed a 'customer centric' design process at the heart of our delivery model
• Define, manage and execute a considered plan of optimisation activity, utilising multi-variant testing techniques to drive improved performance
• Make key decisions related to scope within defined sprint windows, balancing speed of delivery and value, utilising minimum viable product approach where necessary
• Responsible for metrics and KPI's associated with product and overall digital performance, including conversion rates, CSAT scores, adoption and overall utilisation
• Work with other lead product owners to ensure consistency in product evolution and digital experience, creating value through integrated approaches to product and feature delivery
• Deputise for Director of Digital Delivery where appropriate
  
  To be successful in this role you will need to have the following knowledge, skills and attributes:
Essential:
• Extensive proven experience of digital delivery in a corporate environment
• Extensive experience leading digital product teams across sales and/or service disciplines with a strong understanding of agile approaches
• Strong Stakeholder Management skills with an ability to drive and influence on key priorities and challenge traditional ways of thinking at all levels of the Organisation
• Highly numerate with experience of financial planning and analysis
• Analytical, evaluative, and problem-solving abilities, including specific usability research & analytics experience, and multivariate testing, including planning, implementing and presenting results
• Strong understanding of digital technology, associated architecture and applications
• Proven experience of driving digital optimisation and conversion improvements through strong prioritisation processes
• Understand customer, industry and digital technology trends with an ability to translate those into identifiable opportunities for HomeServe
• A track-record of creating intuitive site functionality, personalisation & interaction, site architecture, user interfaces & navigation
• Effective communication skills at all levels, with a proven ability to collaborate with a pragmatic and confident approach and ability to influence in a team oriented, collaborative environment
• Strong advocacy for a customer-centric approach and enthusiasm for all things digital
Desirable:
• Product Owner certification
• Digital agency management experience
• Basic understanding of front end development technologies, preferably including a proven ability to bring your designs to life using front-end components such as HTML, CSS and JavaScript
  
  Not Specified