Contact Centre Product Owner (Fixed-Term Contract – 6 Months)

Fixed-Term Contract | 6 Months | Full Time

Location: Bath (Hybrid 3 days per week in the office)

Salary: £55,000£65,000 per annum (pro rata), depending on experience

Make a Real Difference to Our Customer Experience

We're looking for an experienced Contact Centre Product Owner to join us on a six-month fixed-term contract.

This is an opportunity to take a fresh look at how our customer operations work today. You'll map end-to-end customer journeys, understand what drives customer contact, identify where processes create unnecessary effort, and work with operational teams to implement changes that improve both the customer experience and operational performance.

This is a hands-on delivery role. You'll immerse yourself in the operation, challenge existing ways of working, and use data and insight to identify opportunities that can be delivered within the contract period. We're not looking for someone to design a large-scale transformation programmewe're looking for someone who can uncover opportunities, prioritise the changes that will have the greatest impact, and work collaboratively to deliver them.

Working closely with operational leaders and cross-functional teams, you'll help improve customer and business outcomes by increasing Customer Satisfaction (CSAT), Net Promoter Score (NPS) and First Contact Resolution (FCR), reducing Average Handling Time (AHT), and lowering the overall cost to serve.

What You'll Be Doing

You'll build a detailed understanding of our customer journeys and operational processes by:

• Mapping end-to-end customer journeys across sales, provisioning, fault management, billing and retention.
• Documenting front-office and back-office processes, including systems, hand-offs and dependencies.
• Identifying failure demand, repeat contact, process variation, duplication, rework and unnecessary customer effort.
• Producing clear process maps, customer journey maps and other artefacts that provide visibility of the current operation.

You'll use operational insight and performance data to:

• Analyse contact volumes, contact drivers, AHT, FCR, repeat contacts, CSAT and NPS.
• Identify the key drivers of operational cost, repeat contact and customer dissatisfaction.
• Quantify improvement opportunities and develop evidence-based business cases.

Working collaboratively across the business, you'll:

• Create and maintain a prioritised backlog of improvement initiatives.
• Recommend practical solutions such as process simplification, automation, knowledge optimisation, improved triage and routing, and upstream process improvements.
• Support operational and delivery teams to move ideas into implementation, balancing achievable quick wins with longer-term improvements.

What You'll Deliver

Success in this role will be measured by the tangible improvements you identify and the practical roadmap you leave behind. By the end of the contract, you'll have delivered:

• A comprehensive set of current-state customer journey and process maps.
• Root-cause analysis identifying operational pain points and improvement opportunities.
• A prioritised roadmap of initiatives with clearly defined customer and business benefits.
• Business cases with quantified financial and customer outcomes.
• A practical implementation plan balancing quick wins with longer-term initiatives.

About You

You'll have proven experience as a Product Owner, Product Manager or in a similar operational improvement role, ideally within a contact centre, customer operations or another high-volume service environment.

You'll also bring:

• Strong customer journey mapping and business process mapping expertise.
• A proven ability to identify operational inefficiencies and deliver measurable improvements.
• Confidence working with operational performance data and using insight to prioritise opportunities.
• Excellent stakeholder management, facilitation and influencing skills, with the ability to build credibility quickly across operational and business teams.
• A collaborative, delivery-focused approach and the confidence to challenge constructively.

Experience within telecommunications, utilities or another high-volume customer service environment would be an advantage.

Why Join Us?

This is an opportunity to make a genuine impact from day one. You'll have the autonomy to identify opportunities, influence change and deliver improvements that make a measurable difference to both our customers and our operation.

If you're naturally curious, enjoy understanding how things really work, and are passionate about solving operational challenges through data, collaboration and practical delivery, we'd love to hear from you.

What We Offer

Our benefits include:

• Hybrid working
  
• Pension scheme
• Life insurance
• A comprehensive employee benefits package, including 24/7 online GP access and support for your health, lifestyle and financial wellbeing
• Free onsite parking

Additional Information

• This role is based in our Bath office with hybrid working (three days per week onsite).
• Applicants must have the right to work in the UK. Unfortunately, we are unable to offer sponsorship for this role.

No agencies, please.