Location flexibility is provided, although travel to either our Windsor or Leicester sites at least once a month will be required to attend meetings and collaborate.

British Gas Energy is undergoing a transformation to rebuild the business from the ground up, enabling it to provide a class leading next generation energy supply.

We need a brilliant Product Analyst – Digital Assistant/Channels to support the Product Management and Technology teams to design, build, deploy and manage journeys, products, solutions to transition our Energy business to the New Energy Platform.

😎 Why Join British Gas?

It’s not just a competitive salary on offer, in addition there’s an exceptional pension & bonus scheme and an impressive 33 days of holiday (including bank holidays) with the option to purchase up to 5 more.

Plus… Online GP24 virtual service, eye test vouchers, Energy Allowance discount, Group Income Protection, Life Assurance & Accident Insurance, and much more!

Overview

The Agent Help & Support Squad push to enable agents to have quick, accurate and compliant customer conversations, even when handling multiple interactions at once. To achieve this, the system needs to take care of the process so agents can focus on taking care of the customer. UI needs to consider behavioural science, to maximise the value given from each screen and to drive usage of the Salesforce CRM.

Effective routing of customers ensures they get to an agent with the right skills to support them when they have been unable to Self-Solve. If the query cannot be resolved straight away, there are smooth escalation / hand offs in place, and it is easy to prioritise cases that need further work to resolve. This squad also has a big focus on Controls and Reg, as it manages the complaint journey and supports the Data team in minimising data breeches caused by agent behaviour.

Key accountabilities:

• Set feature scope – Lead requirements definition and refinement of highest quality (i.e. epics, features and user stories) working with BAs including maintaining product backlogs in in Azure Dev Ops – Our product management tool
• Inform backlog prioritisation – Collect key insights and inputs to support POs with data and value-based prioritisation and sequencing of deliverables / features / user stories
• Continuous improvement – seek, collect, use customer and user feedback, OKRs, performance insight to inform and shape product improvements and bugs fixing
• Release Management – Support POs to plan and manage release of new journeys, products, solutions
• Communicating product performance – aggregate input and material required for wider product updates to keep stakeholders informed of progress
• Market and industry knowledge – maintain a strong understanding of the wider market, including competitor activity, and how our solutions compare
• Product documentation – Keep product documentation up to date
• Cultivate an environment of diversity, transparency, and trust, where your squad feel empowered to share ideas, be challenged and fulfil their potential

Experience in product management or a proven record of successfully delivering business change and customer outcomes is a must to succeed in this role as is experience of defining requirements and acceptance criteria – epics, features, user stories level.

In addition, you should have:

• Experience of product backlog management and feature / ticket prioritisation
• Experience in working in cross-functional teams across large, complex organisations
• Experience and knowledge of Agile (Scrum and Kanban) methodology and practices
• Evidence and experience of using data and insight to support decision making around what is a priority
• Evidence of advocating products and services our organisation delivers and clearly articulate the value they bring to customers

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