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Customer Protection Product Owner

  • Location

    Unknown

  • Sector:

    Culture / Recreation

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    WRT-2021-10-13-82D79C40F7E7

  • Published:

    about 1 month ago

  • Expiry date:

    2024-10-02

  • Client:

    William Hill

Job Description

At William Hill Customer Central Services is dedicated to providing our customers, both internal and external, the best user experience at any touch point while keeping them and our business safe and protected.

About Us

Our people are at the heart of everything we do and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you'll need to be your best self. It's not just our colleagues we look after - we've got a responsibility to our customers too and we work hard on our William Hill Protect + Play initiative, with responsible gambling at the heart of everything we do.

Our people are at the heart of everything we do and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you'll need to be your best self. It's not just our colleagues we look after - we've got a responsibility to our customers too and we work hard on our William Hill Protect + Play initiative, with responsible gambling at the heart of everything we do.

Customer Central Services is dedicated to providing our customers, both internal and external, the best user experience at any touch point while keeping them and our business safe and protected.

Whether they are new to our site or experienced punters, we will ensure that their journey is slick from registration to claiming bonuses, managing their account through to personal messages that are just right for them!

What will you be responsible for?

Managing the Customer Protection backlog & delivering a best-in-class experience to customers engaging with their account, safer gambling tools while keeping them and our business protected.

You'll be working closely with the UX & UI teams to constantly monitor our performance and explore new ways of improving the customer journey.

Who will be your main stakeholders

  • Product

  • Compliance

  • Customer Services

  • Operations

    What you will be doing:

    Reporting into the Head of Product you will be part of the team responsible for driving the development of our digital products.

    You will understand the end-user customer, working with the product, design, customer insights and commercial teams with the aim of creating a customer focussed product roadmap.

    Work with operations teams, internal customers and other Subject Matter Experts to understand the product's operating context; and to clarify continuous operational improvement opportunities.

    Working with the Head of Product, development stakeholders, designers and others you will create the product roadmap and translate that into an actionable development backlog.

    You will play a key role in an agile team:

  • Be the "go to" person for domain information and help the team gain access to expert stakeholders

  • Provide timely information and decisions to the team

  • Maintain an actionable and prioritised product backlog, of stories, defects, and other work items for the team

  • Be an active participant in backlog refinement

  • Co-write acceptance criteria with the team, and sign-off completed work against those criteria

  • Facilitate requirements modelling sessions, including scoping, design planning, customer testing

  • Educate team in the business domain and represent the team to stakeholders

  • Through sprint reviews and demos ensure that we release high quality features and products to our customers

  • Set and track business, customer and performance KPIs and NFR targets with the team

  • Be the gateway to funding via the Product Council

  • Accountable for backlog initiatives from conception, through delivery and into the customers' hands.

    To do this you will need to be able to translate customer and business goals into well written user stories, prototypes, user flows, design mock-ups (with design team); ensuring a high quality of readiness in time for development.

Candidate Description

  • Contribute a genuine passion and enthusiasm for delivering excellent customer experience

  • Inspire and motivate the team through a desire to succeed

  • Champion and role model the importance of ongoing learning and continuous improvement

    What we would like to see from you:

    Customer focus: Understands the customer, knows the importance of customer validation through user testing. Understands KPIs and NFRs how to identify and track. Takes time to understand and communicate the needs of end users and internal customers.

    Agile: Understands and can effectively contribute to agile rituals including, team planning sessions, refinement sessions, demos and retrospectives. Can create and review excellent user stories. Understands prioritisation and validation techniques based on customer and business value to manage a product backlog.

    Domain and technical knowledge: Can demonstrate a working understanding of the online gaming industry, product domain knowledge and wider digital trends. Can demonstrate an appreciation for the tech lifecycle and development processes.

    Product Lifecycle Management & Product Roadmap: Understands the product life-cycle stages and product performance. Can contribute to the creation of initiatives and the product council process. Is aware of competitor analysis and product market positioning. Can articulate the customer and business impact of the product.

    Vision and leadership: Understand the product strategic goals and how they fit into our broader business priorities. Shares the strategy positively with the team to build engagement and motivation. Ability to clearly articulate what is needed but trust the team to deliver the how.

    Experience of building team environments that are trusting, creative, challenging and psychologically safe.

    This role will suit you:

  • If you want to make an impact at a prestigious and dynamic business

  • You enjoy the challenge of working for industry leading brands

  • You are passionate and want to leave a legacy

  • A have a relentless customer focus

  • You are driven by data and make data driven decisions

  • A have a passion for Product as a discipline.

  • You have intelligent and curious mind, a desire to continuously improve yourself and your teams