Product Designer for Contact Center

Product Designer for Contact Center

Verisure is seeking a talented, highly analytical, and hands-on Product Designer for Contact Center to lead the development of a set of marketing contact center technical solutions to solve challenging problems and delight customers.

In this position you will be tasked with liaising between the contact center business needs and the IT teams to design and implement solutions across our countries. This is an exceptional opportunity to help define and implement the Verisure tech strategy for contact center across our markets.

You will own the roadmap to define, build, and launch new ways for contact center agents to manage calls with interested customers and to measure the whole lifecycle of a lead. You will partner with both business and technology leadership in initiating, prioritizing, owning and driving the vision, strategy and deliverables to meet key objectives in a fast-paced, results-driven environment.

This role will be based in Madrid and will report to the Group Marketing Intelligence Director, himself reporting into our Global CMO. It is an unmatched opportunity for a high performing candidate, with technical background and previous experience in product design or management.

Responsibilities

The Product Designer for Contact Center will be a core member of the Group Marketing team, responsible for redesigning and implementing marketing contact center best practices through a set of products that will be implemented across our markets. Among other things, this role will:

Understand existing product pain points through collaboration with different business units and defining solutions to address them.

Bring new products to market by analyzing and proposing product requirements and managing product development programs, establishing time schedules with engineering and stakeholders.

Prioritize backlog according to product needs.

Be responsible for creating user stories, user manuals, and general documentation.

Collaborate with the business team and stakeholders to drive and deliver a successful product launch.

Evaluate product impact by establishing, tracking, and reporting progress on product metrics and KPIs for leadership and the entire company.

Communicate properly decisions adopted to affected business units.

Collaborate with engineering to track velocity and accuracy of engineering estimates and put in place a feedback process for learning and improving team execution.

Strong opinions loosely held - be able to defend your views of what is right with professionalism, maturity and a holistic view of competing viewpoints.

Educate, mentor and train team members across the entire company on product methodology and philosophy.

Fail fast, learn fast and move fast to deliver real customer and business value.

Location

The position will be based in Madrid (Spain) and will require travelling approximately once every month across our markets.

Candidate Profile

Bachelor’s degree or equivalent in Computer Science, Mathematics, Physics, or Engineering (with programming knowledge)

3+ years of product management experience building B2B digital products in a reputed product-based company

Experienced in driving product initiatives to successful completion, resulting in business impact

Fluent in Spanish and English

Availability to travel across our European and LatAm markets

Structured, detail oriented, and capable of understanding the big picture

Ability to grasp new concepts quickly and navigate complex environments

Impact-oriented with a strong hands-on approach

Strong interpersonal skills, with written and oral communication capabilities

Strong analytical and quantitative skills; strong bias towards data-based decision making and comfort with financial and operational analysis

Demonstrated success partnering with diverse teams in different organizations and multiple external partners

Successful candidates will be autonomous, tenacious and creative. They will quickly adapt to work in a fast-paced environment where prioritizing and multi-tasking are essential.