Head of Product - Contact Centres

we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.
As the Head of Product
- Contact Centre, you will lead the development and continuous evolution of Serco's cutting-edge customer contact solutions. You will shape a best-in-class product used across Serco's divisions, helping us deliver exceptional customer service while driving business growth. This role will focus on identifying unmet needs, innovating new capabilities, and positioning Serco as a market leader in the contact centre sector.
As part of this you'll:

- Lead the development and roll-out of a best-in-class contact centre product.
- Conduct market research to stay on top of industry trends and technologies.
- Collaborate with various Serco divisions to understand user and business needs.
- Develop and manage the product roadmap, driving innovations and value delivery.
- Partner with internal teams and third-party technology providers to deliver integrated solutions.
- Foster relationships with key industry players and potential strategic partners.
- Showcase Serco's innovation in customer contact solutions to drive business growth.
- Position Serco as a thought leader in the contact centre and customer experience sectors.

Significant experience in product management with considerable experience in a leadership role.
- Expertise in contact centre technologies and a track record of delivering successful solutions.
- A proven ability to drive innovation, balance stakeholder needs, and manage product roadmaps.
- Strong collaboration skills with experience working with cross-functional teams, including technology, commercial, and senior leadership.
- Ability to conduct market research and use insights to drive business value.
- Experience in the B2G (Business to Government) sector would be desirable., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

About SercoAt Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Head of Product - Contact Centres
Home Based - attached to Cardinal Place
6 Month Fixed Term Contract
£80,000
- £100,000 per annumCar Allowance / Bonus, £4200 pro rata.
- Bonus - 5% on target, 10% exceeding.
- Up to 6% contributory pension scheme.
- Private Medical Insurance.
- Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
- A range of benefits to support the health and wellbeing of you and your family such as Occupational Health and Wellbeing Services, Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
- A wealth of career development training to suit your future aspirations. These range from role specific training, career coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
- A company passionate about diversity and inclusion.