Contact Centre Product Owner

Salary: £50,000 - 50,000 per year

Requirements:

• We are looking for an experienced Product Owner or Product Manager, ideally within a contact centre, customer operations or high-volume service environment.
• We need strong experience in customer journey mapping and process mapping.
• We are looking for a proven ability to identify inefficiencies and develop practical improvement solutions.
• We need experience using operational data to identify trends, understand performance and prioritise opportunities.
• We are looking for strong stakeholder engagement and facilitation skills.
• We need the ability to work collaboratively across operational, systems and delivery teams.
• Experience within telecoms, utilities or another high-volume service environment would be desirable.
• We need a data-led, evidence-based approach with a strong focus on measurable results.
• We need the ability to work in a fast-moving environment and deliver within a defined contract period.
• You must have valid authorisation to work in the United Kingdom, as we are unable to offer sponsorship for this position.

Responsibilities:

• We will map end-to-end customer journeys across sales, provisioning, fault, billing and retention.
• We will document front-office and back-office processes, including systems, handoffs and dependencies.
• We will identify failure demand, rework, duplication, escalation triggers and process variation.
• We will create clear process maps, customer journey maps and swim-lane diagrams.
• We will analyse operational data including contact volumes, cost per contact, cost per resolution, AHT, FCR, repeat contacts, CSAT and NPS.
• We will identify opportunities to reduce costs, improve efficiency and enhance the customer experience.
• We will assess customer journeys from an outside-in perspective and identify friction points affecting customer effort and satisfaction.
• We will develop and prioritise improvement initiatives, including process simplification, automation, self-service, knowledge optimisation and improved triage/routing.
• We will work with operational and delivery teams to move ideas through to implementation.
• We will focus on delivering quick wins alongside longer-term improvements.
• We will develop business cases, quantify benefits and create practical implementation plans.

Technologies:

• Network
• Product Manager
• Product Owner

More:

We are Truespeed, building the future of broadband across the South West through our rapidly growing full-fibre network. We are already connecting over 40,000 customers across more than 180,000 homes and continue to expand to bring faster, more reliable broadband to communities across the region. This is a 6-month fixed-term, full-time hybrid role based in Bath, with three days per week in the office. We offer a salary of £55,000 to £65,000 per annum pro rata depending on experience, plus a benefits package and flexible hybrid working. We are proud of the customer experience we deliver and are focused on keeping customers engaged, loyal and getting the most value from their Truespeed experience. We are committed to building a diverse and inclusive team where people can bring their whole selves to work, and we welcome applications from all backgrounds.

last updated 32 week of 2026