• Job Description

  Req#: 232257

  Sainsburys Tech - Product Manager - Customer Contact

  When our customers need help, we’re there for them. Our self service and agent-led channels make sure customers get a great experience with us, every time. To ensure we’re delivering on our promise, we communicate with customers over multiple channels, including phone, live chat and social media.

  Powering these interactions is a wide variety of tooling including: call routing systems, live chat bots, intelligent voice listeners, case management systems, process automation, workforce management and reporting. In this ever-evolving landscape, you'll blend front-end design with complex back-end architecture, whilst always having a user-centric design mindset – expect every day to be different!

  Key parts of your role will include:

  • Feature delivery: Working as part of a development team to prioritise, build and iterate the features that deliver the most value
  • Strategic planning: Mapping out your strategy and defining key outcomes for your product
  • Improving customer and agent experiences: Enhancing how customers and our agents interact. Your goal is to make these interactions frictionless for customers while also easy for our team to handle
  • Market research: Assessing the market for the latest trends and tech, working with engineering to make sure we’ve the right balance between build and buy
  • Simplifying processes: Taking a close look at the way customers currently reach out to us, and finding ways to make these interactions simpler and less costly, whilst ensuring they still get a great experience
  • Working together: Collaborating with other Product people, engineers, architects, designers and our users to make sure the new features we introduce are exactly what’s needed
  • Tracking Success: Using data to make informed decisions and measuring the success (or not!) of the features we release

  As well as lots of on-the-job training and endless opportunities, you’ll get:

  • Colleague discount across our multi-brands – Sainsbury’s, Argos and Habitat
  • Holiday allowance
  • Bonus scheme
  • Pension plan
  • Special offers on gym memberships, restaurants, holidays, retail vouchers and more

  #LI-KF1

  Qualifications

  We are committed to being a truly inclusive retailer, so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new - whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:
  
  Starting off with colleague discount, you'll be able to get 10% off at Sainsbury's, Argos, TU and Habitat after 4 weeks. This increases to 15% off at Sainsbury’s every Friday and Saturday and 15% off at Argos every pay day. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 10% of salary, depending on how we perform.
  
  Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy additional holiday. We also offer other benefits that will help your money go further such as season ticket loans, cycle to work scheme, health cash plans, pay advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an employee assistance programme.
  
  Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.
  
  Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibility criteria may apply).

  Responsibilities

  We’d all like amazing work to do, and real work-life balance. That’s waiting for you at Sainsbury’s. Think about the scale it takes for us to feed the nation. The level of data, transactions and variety it involves. Then you’ll realise that ours is a modern software engineering environment because it has to be. We’ve made serious investment into a Tech Academy and into setting standards and principles. We iterate, learn, experiment and push ways of working such as Agile, Scrum and XP. So you can look forward to awesome opportunities in everything from AI to reusable tech.

• About the company

  Shop online at Sainsbury's for groceries, clothing, homewares, electricals, financial services and more. Together we’re helping everyone eat better.

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