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Product Owner (Customer Experience)

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Matalan

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • Liverpool

AI generated summary

  • You need recent experience in a similar role, strong skills with 3rd parties, knowledge of product development & agile, and excellent planning, organizational, and communication skills.
  • You will manage CX backlogs, communicate changes, coordinate teams, oversee development, lead squad ceremonies, and drive improvements while ensuring value delivery and partnership effectiveness.

Requirements

  • Recent experience in a similar role
  • Strong experience working with 3rd parties in a delivery capacity
  • Understanding of product development & agile principles
  • Excellent planning & organisational skills
  • Strong communication across all levels

Responsibilities

  • Work across Matalan Online and Marketing and Retail teams
  • Proactively communicate the what, when and why of CX change to all relevant parties
  • Manage the relationship with a range of partners including technology partners, service partners and consultancy partners
  • Ensure that Matalan are getting the highest possible value from each of our external partners
  • Own and develop the backlog for CX, UX and CRO
  • Build strong relationships with key internal and external parties to coordinate roadmaps and delivery of changes across BAU and large transformation programmes
  • Be responsible for the definition of delivery, building, prioritising and maintaining backlogs, refining them regularly
  • Challenging and influencing external partners to ensure a high velocity of change
  • Create release sequence plans with consideration of other business and technical changes taking place
  • Work in a truly omni-channel environment across online and offline to manage delivery into the business across multiple channels
  • Manage and develop your team in their day-to-day tasks and ongoing objectives
  • Act as a leader and point of contact across the business ensuring your pillar is constantly delivering value to the wider business objectives
  • Manage and run squad ceremonies, regularly evaluating their value and changing as required
  • Liase with the external development teams and run stand-ups to ensure delivery is running to plan
  • Act as a release manager ensuring all Production releases are tested and appropriate
  • Work closely with the UX team to manage and coordinate where they require support from the delivery team
  • Support with tracking and managing team finances
  • Lead, coach & grow the change function with a focus on continuous improvement and learning & iterating frequently
  • Proactively identify obstacles, risks and issues that may impede the team and work with all required stakeholders to remove them

FAQs

What is the primary responsibility of the Product Owner (Customer Experience) at Matalan?

The primary responsibility is to ensure a seamless and engaging customer experience across all touchpoints by combining customer experience strategies with user experience design principles and conversion optimisation.

What departments will the Product Owner (Customer Experience) collaborate with?

The Product Owner will work closely with Matalan Online, Marketing, and Retail teams.

What kind of experience is required for this role?

Recent experience in a similar role, strong experience working with third parties in a delivery capacity, and an understanding of product development and agile principles are required.

What are the key responsibilities associated with managing partners?

The Product Owner will manage relationships with technology partners, service partners, and consultancy partners, ensuring Matalan receives the highest possible value from each external partner.

Will the Product Owner manage a team?

Yes, the Product Owner will manage and develop their team in day-to-day tasks and ongoing objectives.

What skills are necessary for effective communication in this role?

Strong communication skills across all levels are necessary for effectively conveying information and updates regarding CX changes and stakeholder engagements.

What kind of initiatives will the Product Owner lead?

The Product Owner will lead initiatives focused on customer experience, user experience, and conversion optimisation while coordinating roadmaps and delivery of changes across business-as-usual and large transformation programmes.

What benefits does Matalan offer to its employees?

Matalan offers competitive salaries along with benefits such as a 20% staff discount, wellbeing support, life assurance, a pension scheme, and access to career development opportunities.

Is experience in agile methodologies necessary for this position?

Yes, an understanding of product development and agile principles is crucial for this role.

How does Matalan promote an inclusive culture?

Matalan encourages colleagues to bring their true selves to work and fosters open-mindedness, creativity, and growth through an inclusive culture.

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Matalan

Find Your Fit. Shape The Future.

Retail & Consumer Goods
Industry
10,001+
Employees
1985
Founded Year

Mission & Purpose

From humble beginnings to disruptive innovations in the retail industry, when we say there’s no other retailer like Matalan, we really mean it! There’s an honesty and energy here that allows our people to shine, which our colleagues, customers and suppliers love. With over 200 stores in the UK, a growing online presence and over 15,000 employees, we’re a thriving, omnichannel value retailer that’s going places and delivering year on year growth. If you want to work for a company that’s passionate about its people, helps you to grow and be the best you can be, then you’ve come to the right place. We work together to support our customers, suppliers and each other, and we’re excited by the possibility of our people helping us to shape the future of retail. We make sure every voice is heard, nurture the ambitions of our people and invest in their future. Our amazing and diverse people make us who we are and our values are the driving force behind everything we do: Think Customer, Think Family, Be Real, Be the Best. Talent is quickly spotted and nurtured, and there are lots of opportunities to tailor make your own career and learn with us. Right now, Matalan is stepping in to a new age and embracing the changing face of retail. We have some exciting opportunities across the business in Retail and Logistics, as well as Ecommerce, Marketing, Technology and Product at our Head Office in Liverpool and our new Creative Hub in London.