Reporting to the Head of Technical Services, the Voice Technical Product Owner will be accountable for the Voice landscape across the organisation.

The individual will set the technical vision for the future of the voice services and work with relevant service towers and business areas to ensure services are delivered in the most efficient way while looking to constantly look for opportunities to improve and streamline the service. The role should be highly customer focused and ensure that our customer expectations are always front of mind when defining how the Voice Products should evolve.

•             Definition of the vision and strategy or the product based on an understanding and anticipation of future business needs and be responsible for the build, delivery and support of L&G’s Voice platforms

•             In-depth understanding of voice product including Unified Comms, multichannel Contact Centre, Trader Voice and Mobile and how these technologies can be utilised to improve the customer experience and meet business goals

•             Be able to provide SME level advice across all voice platforms to the business groups, IT Project Managers, service delivery and 3rd parties

•             Responsible for contributing to capacity, availability, problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day to day activity.

•             Actively identify risks, ensure they are appropriately logged and tracked at the appropriate forums, and take appropriate action to mitigate or resolve.

•             Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers’ expectations are met, is consistent with what we have communicated and is aligned to L&G’s Customer Experience and Treating Customers Fairly policy.

•             Continually work to build effective, positive working relationships with both our Third Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.

•             To manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, so that the team’s business objectives are achieved consistently.

Qualifications:

ITIL Service Management

Extensive demonstrable technical work experience as a 3rd level support specialist or similar

Knowledge:

Detailed knowledge of Demand Management, Capacity Planning, Major Incident Management and Continual Service improvement

Knowledge of the ITIL Service Management framework and the impact on the service delivery

Knowledge of Agile best practice and how to apply it to product development / enhancements

In-depth understanding of voice product including Unified Comms, Contact Centre, Trader Voice and Mobile. Be able to provide SME advice across all voice platforms to the business groups, IT Project Managers, service delivery and 3rd parties

Skills:

Have experience of telephony and contact centre voice delivery,  reporting, work force planning and compliance requirements

Demonstrate an understanding of the impact and technical  requirements in migrating from a voice only to multichannel  contact centre

Experience of issues  in migration  between  different contact center platforms

Experience of Microsoft Teams voice  and video products hosted in Azure

Knowledge of Trader voice platforms and  investment banking  compliance  regulations

Experience working with vendors, IT and business  representatives in a matrix environment

Experience of mobile telephony and telephony  applications

Take ownership of  major telephony faults and manage the issue through to resolution

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com