Agent Experience Product Manager at Bionic

Job Description:

At Bionic, we're making life radically easier for small business owners, by building a one-stop shop for business essentials that’s powered by smart technology and world class human service…giving them an experience so good that they trust Bionic to sort everything for them, forever.

Why would you want to join us?

We understand British businesses better than anyone else, and as a Product Manager you will be at the heart of Bionic’s Product team with a fantastic opportunity to ship brilliantly innovative products and services that will deliver amazing experiences for our customers and our team of experts who work tirelessly every day to deliver a great service to them.

What will you be doing?

Every day our team of experts speak to hundreds of customers to help guide them through the process of choosing and switching to a new supplier of their business essentials – which could be energy, business telecoms, insurance or finance.

You will be responsible for delivering a brilliant experience for both our customers and our experts whenever they speak – an experience that’s easy, seamless, memorable and drives great outcomes for our customers and for Bionic.

You’ll work closely and collaboratively with our teams of experts to identify pain points in the current experience, and you’ll the work with our technology teams to identify and prioritise solutions, building and executing a roadmap of change that will improve the service we provide to customers and the daily working experience of our experts.

You will know how to get things done and have the proven ability to do so – starting with the ability to collaborate with key stakeholders to identify the right problems to solve and their solutions. You’ll also have persuasive negotiation and influencing skills to ensure you are able to deliver your roadmap as planned.

Most importantly, you’ll be energised by having direct access to the end users of your product every single day and being able to understand how the changes you’ve delivered are being used and how we can continue to improve them.

How do we work?

We are passionate believers in Lean product development, learning by doing, and we are incredibly outcome focussed. This means that we measure our success in delivering value to customers and the business, not in the volume of changes that we ship.

Everything we build is underpinned by a solid hypothesis, and we validate those hypotheses through rigorous A/B testing. We value both iterative gains and larger innovations. Making things radically easier for small businesses often means that we need to challenge ourselves to do things differently, and so we have a track record of taking bold leaps to create transformational outcomes.

We are ruthlessly collaborative, and we firmly believe that we do our best work when we are working closely with others – really getting under the skin of business and customer problems, to build solutions that will really add value.

What do we expect from you?

• A passion for a collaborative product development that engages colleagues across Bionic, and encourages a diversity of views and ideas
• Ensuring that that you are validating ideas in the right way, with clear hypothesis statements and rigorous A/B testing
• Intellectual curiosity, and the ability to interpret data and instigate research to identify new opportunities to improve customer and expert experiences
• A passion to put customers and our experts at the heart of your decision making
• Persuasive speaking, influencing, negotiation and presentation skills
• Excellent stakeholder management skills; the ability to have honest and open conversations when needed
• An understanding of Sprint problem-solving techniques, Lean & Agile development methodologies
• Technical literacy and understanding of web technologies, preferably with some experience of working in an organisation that uses Salesforce
• A pragmatic but structured approach to prioritisation and shipping product
• At least 3 year’s experience in managing a complex product, with the ability to demonstrate tangible growth in key success metrics, and better customer outcomes
• Creating and maintaining process maps, running User Group sessions, as well as conducting regular call listening and 1-1 sessions with end users
• Defining a vision for the agent experience, and the ability to align stakeholders around that vision
• Understanding compliance requirements to ensure we deliver great outcomes for customers
• A passion for iterative optimisation and qualitative improvement of agent and customer interactions which will drive increases in customer switching and improved efficiency within Bionic
• You will define the adoption strategy and engagement program for new releases, ensuring our experts have the tools and training they need to manage the change
• You will provide regular updates to stakeholders, ambassadors and the executive team on roadmap delivery and outcomes

What can you expect from us?

• Professional development budget
• 25 days of holiday a year (+ public holidays)
• Competitive salary and benefits – reviewed annually
• We’ll provide you with any tech equipment that you need
• Volunteering days to help communities and causes supported by Bionic
• Flexible work from home or at the office arrangements
• Referral bonus when you bring your friends to join the Bionic team

About the workplace

• Free (and decent) coffee machines, fruit and a breakout area with great views of the Shard and the river!
• Regular team lunches (even when we’re remote!)
• Monthly team socials, both virtual & in-person (we’ve done things like; Bingo, online cocktail making, and virtual pub quizzes)

Company Benefits

• Bonus
• Flexi-working
• Pension Scheme
• Private Medical Insurance
• Eyecare Scheme
• Cycle to Work Scheme
• Birthday Vouchers
• Maternity/Paternity/Shared Parental Leave

Interview Process

• Initial "get to know you" meeting
• Meet our CPO
• Meet our Head of Engineering