Summary
- Salary
- Competitive
- Team
- Project and Programme Management
- Location
- United Kingdom - Bristol Office
About us
Dyson is a unique global technology enterprise, driven by innovation and pioneering spirit. Our goal is to solve problems others ignore, using our technology and ingenuity. We prioritise authenticity and differentiate ourselves by creating cutting-edge technologies.
As an owner-centric organisation, we're committed to providing exceptional customer experiences through our Omni-channel capabilities. Our Product Management team, which represents 4,000+ experts worldwide, plays a vital role in delivering top-notch customer service. We focus on crafting simple and user-friendly interactions, harnessing the latest technology to create remarkable experiences for our customers.
Customer satisfaction is our priority, and we have a multimillion-pound development budget to support our ambition in over 30 direct markets. Based in our Bristol Digital Hub or Malmesbury, you'll work alongside a diverse team of analytics professionals, creative designers, technical architects, business analysts, and delivery managers. Together, we're dedicated to creating world-class customer journeys that set new standards in the industry.
We're committed to our campus culture and don’t look to offer a hybrid working arrangement. This helps us to achieve the spirit of Dyson – collaboration, creativity, and inventiveness – in our inspiring, social, and dynamic workspaces.
About the role
The Product Owner role is pivotal in shaping and advancing our solutions for owner management journeys in our omni-channel contact centre and repair centre environments. With successful implementation of Cloud Telephony Infrastructure (CTI) across multiple regions, we're now seeking a visionary Product Owner to drive the future direction of CTI, optimizing our product portfolio to meet evolving customer demands and support business growth.
In this role, you'll collaborate with the Senior Product Owner to develop a forward-looking vision and strategy for CTI. Together, you'll create a roadmap for future enhancements, crafting compelling business cases for feature rollouts across markets. By closely partnering with the vendors' Customer Success Management teams and our regional markets, you'll unlock value and elevate customer satisfaction through impactful helpline interactions. Regular engagements with the vendor will keep us up to date with available features, ensuring we maximize the potential of our CTI.
Consistency is paramount, and you'll play a vital role in establishing global best practices and knowledge sharing among regional teams. By leveraging actionable insights, you'll influence other roadmaps and optimize content across various areas, such as troubleshooting, training, and public relations. Working with the Insights function, you'll ensure data availability and reporting dashboards meet stakeholder requirements at both Group and regional levels.
As our technology landscape evolves, so will the range of products you'll oversee. You'll maintain a clear vision for the product and effectively communicate it to stakeholders. Collaborating with markets, IT, technology vendors, and the Global Head of Retention, you'll define the delivery roadmap for CTI and other Customer Service products. Working closely with Business Analysts, you'll refine the product backlog, ensuring all business requirements are met. You'll also work with Project Managers and Scrum Masters to assign user stories to the appropriate design resources.
As an exceptional Agile practitioner, you'll provide comprehensive reporting on backlog and project deliverables to key team members and senior stakeholders. Leveraging available platform reporting, data analytics, and customer experience feedback, you'll continuously evolve the CTI strategy. Conducting PoC trials aligned with business objectives and ensuring integrations drive maximum value and efficiency will be part of your responsibilities. You'll also monitor key KPIs, making data-driven recommendations to maximize ROI and achieve business objectives. Furthermore, you'll report on dependencies and risks that may impact the roadmap from both internal and external sources.
About you
- Previous experience as a product owner, product manager, or project manager
- Familiarity with agile scrum methodology and practices
- A self-motivated individual who thrives in a fast-paced environment and can deliver results amidst changing priorities
- A strong customer-centric mindset, leveraging high-quality data and insights to drive decision-making
- Exceptional communication skills, both written and verbal, capable of effectively engaging with technical and non-technical teams
- Outstanding teamwork and collaboration abilities, adept at managing diverse stakeholders
- Passionate about leveraging technology to tackle customer service challenges
Benefits
Financial
- Performance-related bonus scheme
- Competitive pension scheme
- Life assurance
- Discounts on Dyson machines and retail purchases
Lifestyle
- Generous holiday allowance of 27 days (plus bank holidays)
- Free on-site lunches, fruit, and hot drinks
- Access to on-site sports centre, gym, hair salon, and lifestyle assistance (Malmesbury campus)
- Electric vehicle salary sacrifice scheme
- Option to purchase additional holiday days
Health
- Private medical insurance and dental insurance
- Employee assistance programme
- Digital GP services
- On-site physiotherapy and GP services (Malmesbury campus)
- Prescription service
- Fertility treatment support
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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
