Head of Product - Contact Centres

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

As the Head of Product - Contact Centre, you will lead the development and continuous evolution of Serco's cutting-edge customer contact solutions. You will shape a best-in-class product used across Serco's divisions, helping us deliver exceptional customer service while driving business growth. This role will focus on identifying unmet needs, innovating new capabilities, and positioning Serco as a market leader in the contact centre sector.

As part of this you'll:

1. Lead the development and roll-out of a best-in-class contact centre product.
2. Conduct market research to stay on top of industry trends and technologies.
3. Collaborate with various Serco divisions to understand user and business needs.
4. Develop and manage the product roadmap, driving innovations and value delivery.
5. Partner with internal teams and third-party technology providers to deliver integrated solutions.
6. Foster relationships with key industry players and potential strategic partners.
7. Showcase Serco's innovation in customer contact solutions to drive business growth.
8. Position Serco as a thought leader in the contact centre and customer experience sectors.

What you'll need to do the role:

1. Significant experience in product management with considerable experience in a leadership role.
2. Expertise in contact centre technologies and a track record of delivering successful solutions.
3. A proven ability to drive innovation, balance stakeholder needs, and manage product roadmaps.
4. Strong collaboration skills with experience working with cross-functional teams, including technology, commercial, and senior leadership.
5. Ability to conduct market research and use insights to drive business value.
6. Experience in the B2G (Business to Government) sector would be desirable.

What we offer:

1. Car allowance - £4200 pro rata.
2. Up to 6% contributory pension scheme.
3. Private Medical Insurance.
4. Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
5. A range of benefits to support the health and wellbeing of you and your family such as Occupational Health and Wellbeing Services, Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
6. A wealth of career development training to suit your future aspirations. These range from role specific training, career coaching, formal study and much more to support you to build your career with Serco.
7. A safe and supportive culture.
8. A company passionate about diversity and inclusion.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.