Digital Product(s) Manager

As Insite’s Digital Product Manager you will have overall responsibility for the ongoing operation and development of Insite’s in-house digital products: KURVE (PAYG web-app), ‘My Insite’ (customer portal) and VANTAGE (client portal). 

The role is supported by specialist external developers and suppliers, alongside the IT, Solutions and Marketing teams at both Insite Energy and SAV Systems. Organisation, project and relationship management skills are critical to continually delivering bug fixes and new functionality in response to internal and external pressures, on time across all three platforms, and in conjunction with multiple stakeholders.

The Digital Product Manager is expected to identify and feedback opportunities for improvement in customer journeys, self-serve functionality, and in response to customer market evolving needs. 

Key responsibilities:

• Liaise with the relevant 3rd party developers to troubleshoot operational bugs and identify opportunities for continuous improvements or new functionality, focussed on simplifying the customer journey and improving their overall digital experience.
• Refine internal requests for bug fixes and new functionality to ensure a clear written scope is developed to the relevant supplier and raise via the appropriate ticketing (Kanban) platform.

• For larger developments, create and present business cases and project initiation documents justifying the need of the new functionality to receive stakeholder budgetary approval.
• Complete full end-to-end testing for UAT and PROD releases, establishing and following business readiness testing (BRT) plans and determining acceptance criteria where appropriate. 
• Identify, diagnose and ensure the timely resolution of any identified operational bugs.
• Work with Insite’s Customer Communications Specialist to deliver product-related comms on a reactive and proactive manner.
• Drive the re-integration and system testing programme for KURVE, ‘My Insite’, and VANTAGE into Insite’s new Customer Information System (CIS) within the defined project timescales.
• Manage and build upon the developments backlog, determining prioritisation against need and available budgets (annual and future), tracking all spend.
• Communicate monthly project progress and operational updates to i) KURVE’s senior management, ii) Insite’s Customer Experience and iii) Insite’s Client Experience teams, identifying opportunities, risks and solutions.
• Support KURVE’s Business Development Manager, Insite’s Solutions Team, SAV’s Account Managers, and Marketing teams to consider wider product needs, maintaining a good personal awareness of market and competitor activity.
• Utilise GA4 data, annual customer experience survey results and monthly contact reasons to determine and propose improvements to UI journeys. 
• Interface with industry bodies of relevance to the heat network market (e.g., UKDEA, ADE, ARMA)
• Attend external meetings with existing and potential clients as the product expert.
• Support Insite’s operational teams in monitoring the performance of live schemes, meter issues and account queries. Collate data for KURVE monthly reporting e.g., meter health, API performance.

Qualifications, Key Competencies, Skills & Experience:

• Proven experience in digital product management of web or native applications.
• Excellent written and verbal communication and interpersonal skills.
• Creative mindset to map out draft visual designs and UI flows.
• Ability to juggle multiple products, understanding the needs of the different user types.
• Strong attention to detail and organisational skills
  

Working hours, location:

• Hours: 37.5 hours a week, Monday to Friday, 9:00 to 17:30, with a 60-minute unpaid lunch break.
  
• Office location: WeWork, Moorgate, London with periodic travel requirements to Woking and Peterborough where needed.
• Flexibility to work from home as agreed with line manager

Our Benefits:

• Holiday: 25 days plus English bank and public holidays.
• Pension: Employer contribution matched up to 4%.
• Wellbeing: Free, confidential Employee Assistance Programme.
• Volunteering: Up to 2 paid days a year through our "DO RIGHT WITH INSITE" CSR programme.
• Social: Regular company events, including an annual Christmas party.
• Probation: 3 months.
  

Our values and commitment to inclusion:

     Community         Innovation         Excellence         Sustainability
At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace

This job description sets out the main scope of the role. It is not an exhaustive list of duties, and the role may develop over time.