Product Manager (Digital Customer Experience)
Reporting directly to MiC's CCO to support incubation, launch and optimisation of new digital customer experiences and products
Summary about this job
Product Management & Development
Company: Make It Cheaper
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-7-8230-7673
Fax: +61-7-9979-1331
E-mail: n\a
Site: n\a
Detail information about job Product Manager (Digital Customer Experience). Terms and conditions vacancy
- Newly established highly influential role
- Work collaboratively in an open, agile environment across multiple projects
- Opportunity to work for a business on a huge growth trajectory
About Make It Cheaper
Make It Cheaper is Australia’s number one SME focused energy price comparison and switching service. Our purpose is make it easy for our customers to save time and money, again and again. Operating in SME, residential and C&I sectors, MiC is a fast growing entrepreneurial business with ambitious scale up and diversification plans. This is an exciting opportunity within a scale up business for a newly created Product Manager role with a solid understanding of call centre operations combined with digital customer experience.
MIC have enjoyed phenomenal success over recent years, and are now looking to significantly improve, digitise and automate their customer experience and operations, as well as launch new “digital first” products, ready for an “open data” world.
The Role
This role reports directly to MiC’s new Chief Commercial Officer supporting the incubation, launch and optimisation of new digital customer experience and products to enable scale up growth.
Key Responsibilities
- Drive incremental and step change digitisation across the end to end MiC customer experience
- Work with internal teams to execute sales process and CX change for new digital products and functionality
- Develop new product verticals, extending the MiC proposition beyond energy, into insurance, telco and FS; starting with the optimisation and integration of the recently added Business Insurance product line
- Be the in-house product expert, own end to end customer/commercial insight to drive ongoing optimisation
- Own the relationship with the new product partners to ensure great customer and commercial outcomes
- Deliver digital functionality and product targets, working with sales, marketing, IT and development teams
- Support development of the MiC digital, data and product capability roadmap and manage execution
- Support a “laboratory” approach to new development, using lean-agile methodologies; act as the champion of the approach ensuring learning and adoption of the methodology in the business
- Plan for use of “open data” in the MiC digital customer experience and new product acquisition
Skills and Experience required
- Previous experience in managing digitisation and the development of new products
- Project leadership across multidisciplinary teams including sales, marketing and IT
- 5-10 years product management skills honed in a fast moving consumer marketing environment
- Experience of contact centre sales combined with digital experience development highly regarded
If this has sparked your interest we'd love to hear from you!