Join a dynamic and collaborative team where you can contribute to the growth and success of the business, receive ongoing opportunities and be part of a supportive company culture.
The ideal candidate will thrive in a dynamic, fast-paced environment, and be driven by achieving strategic objectives and delivering exceptional customer service. This role requires a blend of operational expertise and a forward-thinking approach to help guide tech advances such as AI, and process improvements, to shape the future of the contact centre.
As an experienced senior BA or Product Manager, you’ll already be an expert in your field and will advocate for user-centred design approaches. You’ll work closely with the contact centre management team crafting a compelling vision, developing a product roadmap in conjunction with key stakeholders, writing user stories and actively managing them in a prioritised backlog.
You’ll be a great listener and communicator with a creative, structured and logical approach towards understanding problems. This role is responsible for translating business needs into effective technical solutions, ensuring systems and processes deliver value in line with strategic objectives across the organisation.

EXPERIENCE & SKILLS

• Proven experience in a Product Manager role ideally within a regulated environment
• Strong background in both business analysis and technical disciplines, with the ability to understand and challenge decisions where necessary
• Exceptional communication and relationship-building skills, able to challenge and influence stakeholders and team members
• Comfortable partnering the business on their contact centre priorities, facilitating workshops and involving others in decision making
• Strong skills in requirements gathering, documentation, data analysis, reporting and process mapping
• Proficiency in tools such as Jira, Confluence and, Monday
• Exceptional communication, presentation, and stakeholder management skills
• Strong problem-solving ability with a structured, analytical mindset
• Understanding of Agile/Scrum methodologies
• 5+ years BA/ product management experience in a contact centre setting
• Experience in Salesforce is desirable

• Collaborate with stakeholders to understand current processes and future requirements, primarily in the contact centre
• Review existing systems and processes and identify areas for improvement or enhancement working closely with end users and business leaders to understand their needs and gather feedback
• Lead and facilitate structured workshops, stakeholder interviews, and working groups to extract detailed requirements for initiatives in line with strategic objectives
• Act as the key liaison between business stakeholders and technical teams to elicit, define, and document clear and actionable business and functional requirements and objectives
• Translate business needs into user stories, use cases, and functional specifications, and clear acceptance criteria, ensuring alignment with development team capabilities
• Support system testing, user acceptance testing, and quality assurance, participating in and facilitating testing to validate that the product meets user needs
• Monitor and measure the success of initiatives through key performance indicators and by gathering user feedback
• Provide regular updates to stakeholders through status reports, dashboards, and presentations, ensuring transparency and accountability
• Assess, manage and communicate risks related to product development and delivery
• Display a strong delivery mindset, taking responsibility and tasks to see items through to completion
• Build strong working relationships across departments to ensure stakeholder expectations are managed and met
• Take ownership of all process mapping and documenting business processes within contact centre
• Take ownership of and understand each piece of software used in the contact centre and ensure that it is being used/ developed in line with business priorities
• Participate in agile ceremonies such as sprint planning, sprint review, and sprint retros
• Regularly refine and update the product backlog as new information becomes available or priorities change