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Vodafone Logo Vodafone · IT - Software Development

Lead Digital Product Manager - Voice, Chat & Messaging

United Kingdom, Stoke-on-Trent or Newbury · Job Posted January 22, 2026
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Job Description

In this role, you will be responsible for the overall strategy and day to day management of three of our core digital channels: Voice/IVR, Web Chat and Email Messaging. The experiences you and your team design, create and run will be high quality, brand aligned, inspiring and create ‘wow’ moments for our customers and teams alike. You’ll work closely with key stakeholders across sales, service and care to ensure the platform meets the needs of our B2B customers. Stakeholder management, clear accountabilities and the right level of governance will be essential to ensuring these channels run well on a day-to-day basis. You’ll be comfortable presenting to senior leaders and being the key point of contact for these channels across Vodafone Business. You will generate, share and implement best practice to create award winning experiences for customers and users alike. This role is central to the Vodafone Business digital transformation strategy and is key to enhancing our Total Experience across all touchpoints.

Job Responsibility

  • Defining the overarching experience within Vodafone Business for voice, web chat and email and the approach and roadmap to achieving it
  • Take accountability for resolving operational issues as they arise
  • Define and and lead the governance of your channels, working with key stakeholders and technology teams to ensure day-to-day configuration is completely quickly and seamlessly
  • Ensure key KPIs are met for your channels working closely with sales, care and back-office teams
  • Continually review the experience you provide against competitors and best practice to continually optimise and improve, ultimately creating award winning experiences

Requirements

  • Strong understanding of Contact Centres with 10 years' experience across Digital Voice (IVR), Web Chat, Chat Bots etc
  • Exposure to and understanding of B2B Customers
  • Business Partnership /Advisory skills with senior stakeholders
  • Team management and leadership
  • Data and research led, award winning, design experience

What we offer

  • Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work
  • Discounts, vouchers, a pension plan and loads more
  • Amazing learning tools and top-notch parental leave policies
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