Key responsibilities : Digital Adoption Strategy
• Define and articulate a clear adoption strategy for digital self-serve experiences.
• Develop a roadmap for the adoption journey, including milestones, measures, and success metrics.
• Identify and track KPIs such as containment and adoption rates.
2. Execution & Delivery
• Own end-to-end delivery of digital adoption initiatives, ensuring alignment between strategy and execution.
• Translate strategy into actionable plans covering:
o Product features
o Customer journeys
o Design interventions
o Communication plans
3. Cross-functional Collaboration
• Work closely with:
o Product design
o Technology teams
o Marketing and communications
• Drive coordinated delivery to improve customer experience and channel shift.
4. Customer Behaviour & Channel Shift
• Lead initiatives to reduce reliance on telephony channels and increase adoption of digital self-serve options.
• Define engagement strategies to improve customer uptake and usage of digital channels.
5. Measurement & Continuous Improvement
• Establish metrics to track adoption and customer engagement.
• Continuously monitor and optimise adoption performance over time
Stakeholders
• Product teams (Design, Engineering)
• Marketing & Communications teams
• AI/Product teams supporting digital experiences
Role Profile
• Senior, strategic role with end-to-end ownership from strategy to execution
• Requires ability to influence multiple senior stakeholders and functions
Key Success Measures
• Increase in digital self-serve adoption
• Improved customer engagement metrics
• Reduction in reliance on telephony channels
• Achievement of defined adoption and containment KPIs
Key Skills/Knowledge:
• Developed and executed digital adoption strategies to increase self-service channel usage and customer engagement.
• Defined adoption roadmaps, success metrics, KPIs, and containment measures for digital platforms.
• Led end-to-end delivery of digital transformation and customer adoption initiatives.
• Translated business strategy into actionable product features, customer journeys, and communication plans.
• Collaborated cross-functionally with Product, Engineering, Design, Marketing, and AI teams.
• Drove channel shift initiatives to reduce dependency on telephony support channels.
• Designed customer engagement and behavioral strategies to improve digital platform adoption.
• Monitored adoption performance through data analytics, reporting, and continuous optimization.
• Managed senior stakeholder relationships and influenced strategic decision-making across functions.
• Improved customer experience through process optimization, digital innovation, and performance tracking.
Experience required:
• 10+ years of experience in Product Management
