Contact Centre Product Owner

Contact Centre Product Owner

Location Bath (Hybrid – 3 days per week in the office) 6-month fixed-term contract Full-time Salary £55,000–£65,000 per annum (pro rata), depending on experience

At Truespeed, we’re building the future of broadband across the South West with our rapidly growing full-fibre network. We’re already connecting over 40,000 customers across more than 180,000 homes, and we’re continuing to expand bringing faster, more reliable broadband to communities across the region.

We’re proud of the customer experience we deliver, but as competition increases, our focus is on keeping customers engaged, loyal and maximising the value they get from their Truespeed experience.

We are looking for an experienced Contact Centre Product Owner / Product Manager to join our team on a 6-month fixed-term contract. This is a hands-on delivery role focused on understanding the customer journey, identifying inefficiencies and delivering practical improvements that enhance both customer outcomes and operational performance.

You will work closely with the Contact Centre, operational leaders, systems teams and wider stakeholders to map current processes, identify pain points and develop improvements that can be implemented at pace.

The Role

Map end-to-end customer journeys across sales, provisioning, fault, billing and retention. Document front-office and back-office processes, including systems, handoffs and dependencies. Identify failure demand, rework, duplication, escalation triggers and process variation. Create clear process maps, customer journey maps and swim-lane diagrams. Analyse operational data including contact volumes, cost per contact, cost per resolution, AHT, FCR, repeat contacts, CSAT and NPS. Identify opportunities to reduce costs, improve efficiency and enhance the customer experience. Assess customer journeys from an outside-in perspective and identify friction points affecting customer effort and satisfaction. Develop and prioritise improvement initiatives, including process simplification, automation, self-service, knowledge optimisation and improved triage/routing. Work with operational and delivery teams to move ideas through to implementation. Focus on delivering quick wins alongside longer-term improvements. Develop business cases, quantify benefits and create practical implementation plans.

About You

Previous experience as a Product Owner or Product Manager , ideally within a contact centre, customer operations or high-volume service environment. Strong experience in customer journey mapping and process mapping . A proven ability to identify inefficiencies and develop practical improvement solutions. Experience using operational data to identify trends, understand performance and prioritise opportunities. Strong stakeholder engagement and facilitation skills. The ability to work collaboratively across operational, systems and delivery teams. Experience within telecoms, utilities or another high-volume service environment would be desirable. A data-led, evidence-based approach with a strong focus on measurable results. The ability to work in a fast-moving environment and deliver within a defined contract period.