Product Owner - Messaging

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Job Description:

Core Responsibilities:

Support the management, design, delivery, and testing of all ongoing projects and development plans for ASM, SMS, chatbot, and social messaging channels.

· Provide impact assessments on systems and change management processes within messaging and wider digital channels.

· Provide business knowledge and expertise on messaging channels to identify trends or changes in customer behaviour.

· Develop solutions to improve customer journeys, enhance engagement, and maximise growth opportunities across ASM, SMS, chatbot, and social media messaging.

· Communicate effectively with all stakeholders, ensuring the messaging strategy is embedded across the business and aligned with the wider digital strategy.

· Analyse and interpret customer interactions across messaging channels, measure performance, and make data-driven recommendations for improvement.

· Provide input to stakeholders and internal teams on process improvement initiatives designed to enhance business outcomes and self-service capabilities

· Act as a reliable point of contact for all messaging-related projects, supporting the business and digital teams on assigned initiatives.

What you’ll need to bring: 

Essential Skills and Knowledge

· Strong commercial awareness and experience in digital self-service within a contact centre environment, with emphasis on messaging channels such as ASM, SMS, chatbot, and social media.

· Demonstrable experience of digital product ownership or channel management for messaging platforms.

· Knowledge of AI-driven chatbot technologies and conversational UX principles (preferred but not essential).

· Possess a strong knowledge of contact centre technologies in the voice and digital space

· Dedication to detail demonstrated through the ability to identify trends and exceptions and make value added recommendations based on findings

· Able to communicate with stakeholders at all levels and can present issues / opportunities in a clear and concise manner

· Successful track record in relationship management and experience of working with senior stakeholders.

· Strong interpersonal skills and experience of team management

What’s in it for you?

• Competitive annual salary of £30,000 pa dependant on experience.

• 23 days’ holiday (rising to 29) with the opportunity to buy extra leave.

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.

• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more.

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel, and technology.

• Access to up to £500 of your salary before payday each month, as well as budgeting and savings features to support your financial wellbeing.

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

About Capita Experience

Capita Experience focus on serving a blue-chip client base in the UK and across Europe, with the aim of growing within these markets and expanding to new markets. Our primary focus is to help our clients digitise their interactions with customers, members and other stakeholders, and move towards an integrated data-driven, insight-led and personalised customer experience.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.

If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at [email protected] or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

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