Digital Sales & Operations Product Manager at Woolworths

MAIN PURPOSE:

The Digital Sales & Operations Product Manager is accountable for driving initiatives and implementing programs to enhance the digital on-boarding product across all formats (customer-facing, in store etc.), thereby delivering growth targets and customer experience goals. This will eventually extend to other areas of the customer credit lifecycle as the role matures. The Digital Sales & Operations Product manager will oversee the lifecycle of a digital product, from inception to launch and will have oversight of the execution of all conversion rate optimization initiatives.

KEY RESPONSIBILITIES:

MANAGE THE DIGITAL ON-BOARD PORTFOLIO AND DELIVERY

• Support the development of the digital on-boarding roadmap, across all channels and formats.
• Inform the prioritisation of digital initiatives through research, analysis of data & trends, and the alignment to commercial, customer and strategic objectives, focusing on items delivering most value.
• Improve the conversion rate of customers through the ‘waterfall’ with a relentless focus on optimisation of the customer experience and the alignment of all break-outs and services to digital.
• Interact regularly with the digital factory and remove barriers to successfully delivery of sprints. Make decisions and trades where necessary to focus development energy.
• Work with PMO to ensure successful delivery of sprints, guiding product decisions.
• Support business case development.
• Drive execution.

STAKEHOLDER MANAGEMENT

• Actively promote the collaborative engagement of internal and external stakeholders of WFS including suppliers, customers, service providers, business partners.
• Engaging with cross functional stakeholders to deliver propositions, optimise resources and reduce time to market and cost
• Run workshops and meetings to ensure that the digital objectives and roadmap are well understood and extract appropriate perspectives and buy-in from relevant WFS teams and members.
• Agree and follow up on actions and dependencies with internal and external parties.
• Represent WFS on various internal and external forums where appropriate.
• Contribute to STEERCOM agenda and chair.
• Work with change management and operations teams to embed and industrialise new processes, rules and changes that impact.

DELIVERY OF DIGITAL TARGETS

• Improve digital conversion
• Contribute to and mature the WFS capability with respect to digital demand (online/digital marketing) and hold stakeholders accountable to delivery quality demand. Build metrics and reporting to ensure regular focus and accountability.
• Own CX from “apply to activation” and achieve CSAT scores. Mature CX and UX methodology and construct tests to ensure best possible conversion. enhance our user experience, delivering a useful & usable digital product / service that provides a delightful customer experience in alignment with CX principles

NEW PRODUCT DEVELOPMENT & ENHANCEMENTS

• Develop business cases for product improvements and enhancements to extend product life and improve profitability.
• Facilitate implementation of product development processes with other business areas and external service providers according to the Product development strategy.
• Translate product development strategy into implementation plans
• Oversee and guide the development of product implementation plans in conjunction with programme and project managers.

INNOVATION

• Analyse trends in the Financial Services environment and conduct market and consumer research in order to introduce improvements to existing product and process.
• Contribute to the development of an analytical & research framework to ensure ‘we are working on the right things’.
• Contribute to strategic thinking and thought leadership.

RISK MANAGEMENT

• Ensure that processes, control requirements and risk management frameworks that have been designed for digital on-boarding are understood (by self and all other members of the team).
• Ensure that the team understands all compliance requirements and highlight gaps to relevant areas.
• Ensure that all regulatory requirements are adhered to.
• Surface and management product and project related risks.

TECHNICAL COMPETENCIES

• Competitor and Competitor Product and Service Offerings Knowledge
• Financial Services Industry Knowledge
• WFS Market Knowledge
• Governance and Compliance
• Risk Management: Principal Risk Framework of WFS
• Business Reporting / Business Intelligence (all types of Reporting)
• Segment Knowledge
• Product Development
• Growth & Sales Optimization
• Advertising and Marketing
• Market Intelligence

QUALIFICATIONS

• An applicable Commercial or Technical tertiary education (degree level)
• Post-graduate qualification is an advantage
• IT or agile related qualification is an advantage

EXPERIENCE REQUIRED

• Minimum of 3-5 years-experience within a digitally-focused environment – either technical, product-related or customer acquisition – preferably 2 of 3.
• Experience in user-experience principles | Experience in product ownership (agile) is preferred

ADDITIONAL REQUIREMENTS

• Highly analytical.
• Commercial acumen.
• Strong ability to manage multiple priorities and projects.
• Experience or demonstrated knowledge of digital fin-tech and external environment