Rob Mitchell
About Me
A senior product transformation leader with 20+ years of experience delivering complex customer-focused software and hardware products, applications, experiences, and services in large Automotive, Banking, Insurance, Media, Retail and Telecommunications organisations.
Recruiter and coach for high-performing teams.
Natural ability to build influential relationships at all levels in organisations of all sizes through humility, honesty & transparency.
Instinctively able to spot and react to risks and opportunities to increase value.
Innovative fresh-thinking, results and values-oriented, driven and excited by improving customer and people experience.
Organised, adaptable, creative, curious, passionate, driven, humble, brave.
Pragmatic, and realistic – a straightforward, articulate communicator with the ability to collaborate with and influence stakeholders. Firm but fair, always have my sleeves rolled up.
MBA. BEng in Electrical & Electronic Engineering.
I always find a solution to a problem.
Education
University of Plymouth 1986-1999
BEng Electrical and Electronic Engineering
Henley Business School 2009 - 2012
MBA Masters in Business Administration
Scaled Agile for Enterprise
Certified SAfE Product Owner / Product Manager
Scrum.org
Professional Scrum Master
Work & Experience
IPC EMEA (Subway) 10/02/2023 - 11/15/2024
LEAD PRODUCT OWNER (HEAD OF)
[CONTRACTOR] DIGITAL ENGAGEMENT: Delivering new mobile-optimised engagement platform to IPC’s 4500+ Subway Stores across EMEA. Enabling easier & more relevant comms, increasing user engagement and satisfaction. Report to the Director of Transformation, dotted line to Communications director. Managed a team of 4 POs / Analysts. Delivered ahead of schedule, strategic technology transformation of 3 existing comms platforms into one single mobile and data-optimised, customised cloud-based platform (Liferay DXP PaaS). Cost savings and efficiency Facilitated stakeholder and customer engagement workshops, presenting ideas and prototypes to gather feedback and observe actual user behaviour. Built trusted relationships with 3rd party platform supplier, architects, engineering and data teams to understand capabilities and limitations and create epics and user stories to add maximum value vs budget and schedule. Analysed existing as-is customer journeys to identify pain-points and changes for new, user-optimised journeys and processes. Created, prioritised (MoSCoW /RICE) and maintained overall backlog in Jira. (Epics, User Stories & Tasks), delegating to PO and Analysts as necessary. Liaised with the IT team and data manager to define data structures and integration with D365 (Dynamics CE). Created user guides for Customer Care teams. Led refinement, planning & retrospective sessions. Led the UX/UI design team to design an easy-to-use, mobile-optimised intuitive tool. Defined Progressive Web App (PWA) requirements. Delivered data optimisation and analysis tool to support ROI analysis and identify user issues
Motorpoint 03/07/2022 - 07/28/2023
PRINCIPAL PRODUCT OWNER (HEAD OF)
AUTOMOTIVE RETAIL: Built & led the Product Development function to transform the omnichannel automotive retail customer experience. Accountable for recruitment, leadership, customer service, support and satisfaction, growth, product delivery strategy, backlog prioritisation, roadmap, insight, analysis, revenue, efficiency, and reporting. Reported directly to the Chief Digital Officer, dotted line to Chief Commercial Officer. 5 directs, team of 22. Transformed website design, functionality, usage, performance, and experience, improving all metrics. Key value-add features: Customer self-service tools and content, FAQs, Web chat incl. agent routing, Customer facing check-in tool, Search, Header, Footer, Homepage, Product Listing Page (PLP), Product Detail page (PDP), Store Pages, favourites, saved searches, alerts, category pages & rich content (SEO), checkout, basket, upsell, open banking payment, cookie policy. Simplified website content and self-serve functionality to reduce contact centre query-related contact by 20%. Optimised SEO & Salesforce CRM, reducing paid search costs by 50% and increasing PLP page lands by 30%. Increased website usage: page (vehicle) views (+20%), page depth (+20%), time on site /pages (+40s), reduced bounce (-50%), increased vehicle reservations and checkouts (+5%). Increased car retail sales market share by 17%. Reduced average number of days in stock (-2 days) and upsell of complimentary products e.g., Warranty (+10%) Migrated website from .net to AWS Cloud /React vastly improving Core Web Vitals performance by 80%. Advocated the use of and Established Workplace as the organisation’s company-wide communication tool which resulted in much closer and easier collaboration with store colleagues to identify pain points and allow idea sharing. Delivered store tablets & apps, enabling colleagues to have direct access to information and take payment.
Pets at Home 08/02/2021 - 03/25/2022
HEAD OF ONLINE PRODUCT
[CONTRACTOR] DIGITAL RETAIL: Delivered multiple cost-saving and customer journey-enhancing products including Self Service, Basket, Checkout, Payment, Subscriptions, Go in Store (video checkout), Cookie Policy, and Subscriptions. Reported to the Director of Digital. Directed, coached, and mentored 4 Product delivery teams. 4 directs, team of 20. Led and mentored the product owner team to deliver the strategic digital backlog and roadmap, for customer search, subscriptions, basket, checkout and payment journey optimisations and solutions. Used multiple insight tools to drive decisions and direction e.g., direct, Google Analytics, ContentSquare, HotJar, Colleague & Customer Service agent feedback, competitor intelligence, and third-party agencies Supporting a complex Digital Transformation program to move to a new ‘in-house’ digital (web and app) solution. Creation of products and services to drive customer adoption of Digital First, Self-Service functionality. Acted as SME an advocate for Digital channel. Launched customer self-service options, Salesforce Webchat and Direct to Agent to reduce customer frustration and increase call centre efficiency by 20% (reduced customer contact and call handling times). Delivered product subscriptions resulting in 10% savings for customers and more accurate forecasting. Released Direct from Store reducing the need for warehouse space & resources, saving £1M+. Successful pilot test of ‘Go In Store’ trial allowing customers to video call store colleagues (via store tablet) to add to their online basket and checkout: Increased average basket value from £35 to £45.
TESCO 03/01/2021 - 08/27/2021
SENIOR PRODUCT MANAGER
(CONTRACTOR] RETAIL HARDWARE AND SOFTWARE DEVELOPMENT (POS, Vending, CS Kiosk): Delivered key Tesco Till hardware roadmap products and features including self-service checkout remote approvals, main-bank display, theft reduction and customer auto-ID, delivering best-in-class checkout experience, improving efficiency & experiences. Reported to Tesco Head of Till Product. Delivered automated vending machines & app pilot for the self-checkout and Kiosk areas (Tobacco sales). Delivered key Tesco Till POS hardware roadmap products and features including self-service checkout remote approvals, connected wearables (headsets, wrist-mount), theft reduction and customer auto-age identification (camera). (DN, NCR, ELO, VoCoVo, Zebra) Managed ‘Request for Quotation’ (RfQ) for till hardware and supporting peripherals. Worked on-site at Tesco retail stores to facilitate direct engagement with colleagues & customers. Analysed, refined, and delivered improved relevant customer journey and process experiences. Managed Jira for backlog management and work allocation alongside a quarterly (waterfall) planning (business case-led) methodology. Generated ROI reports to provide post-launch assessment (impact).
Virgin Media 12/07/2020 - 03/26/2021
LEAD PRODUCT OWNER
[CONTRACTOR] DIGITAL CUSTOMER SERVICE: Delivered week-on-week improvements to increase ‘web containment rate’ (>90%) and conversion /optimisation through the design, test and build of innovative customer-first, self-serve digital solutions. Team of 7. Reported to senior digital director/CDO. Managed 9 directs. Created, maintained, and owned the Digital & App product design backlog for UX /UI, CX, data and insight reporting & capabilities including customer journey & process mapping. Managed Adobe Target Testing (A/B & MVT) & Analytics, user testing and real-time analytics (e.g., UserZoom, ContentSquare).
Three 02/03/2020 - 04/24/2020
DIGITAL PRODUCT OWNER
[CONTRACTOR] DIGITAL DELIVERY: Delivered Three UK’s COVID-19 landing pages (UX /UI /DX) and updates to underlying IT support systems, platforms, and processes. Web development, Customer Experience, Crisis Management, Customer Support, PR, CMS Content Management, Jira
Streatley Software 09/04/2017 - 12/27/2019
HEAD OF PRODUCT
SOFTWARE DEVELOPMENT AND DELIVERY: Delivered Agile development process and industry-leading CRM software to the heavily regulated food and fragrance industry. Team of 4. Software Development, Customer management, SQL, CRM, Testing, Technical Sales, Issue Resolution, Compliance.
O2 09/05/2016 - 09/29/2017
O2 Drive (IoT) PRODUCT OWNER /MANAGER
[CONTRACTOR] INSURANCE PRODUCT DEVELOPMENT: Delivered O2’s car insurance telematics product (IoT) backlog, development, UX/UI, and acceptance to drive a best-in-class customer experience. Team of 6. IoT, Connected App, Connected Hardware, Software Development, Data warehousing, Data Analysis, Insurance. Jira.
HeathWallace (a WPP company) / HSBC 10/05/2015 - 01/29/2016
PRODUCT OWNER / BUSINESS ANALYST
[CONTRACTOR] BANKING WEBSITE DEVELOPMENT: Delivered new CX/UX/UI designs, improvements and Agile process for HSBC’s website resulting in reduced cost to the customer and business and improved customer satisfaction. Customer Experience, User Journeys, SW Development, Requirements, Stakeholder Management, Design, Process.
Vodafone 02/02/2015 - 10/31/2025
SENIOR BUSINESS ANALYST (CX)
[CONTRACTOR] CUSTOMER EXPERIENCE MANAGEMENT: Delivered multi-product, multi-channel customer journeys, CX /UX /UI /DX, processes, features, epics, user stories and technology requirements for Vodafone UK’s QuadPlay transformation program resulting in successful on-time launch, NPS uplift and reduced cost. Team of 7. CX Business Analysis Team Leader (7x BA’s), Mobile, Broadband, TV, Fixed-Line Customer Experience Strategy & execution lead. User journey and process mapping, analysis (as-is) and improvement (to-be) including checkout. Liaised with Customer care leadership & agents to understand issues and create new tools and processes to improve customer experience, efficiency and issue resolution. ‘Work Instruction’ delivery to customer care teams.
Vodafone 09/01/2014 - 02/27/2015
PRODUCT OWNER / PROJECT MANAGER
[CONTRACTOR] MOBILE PAYMENT: Launched Vodafone Wallet MVP and SmartPass on Transport for London (TfL). Mobile Payment, Banking, Finance, Off-shore Development, NFC /RFID /SIM, FCA Compliance, Go To Market.
bskyb 01/07/2013 - 07/26/2013
SKY Q PRODUCT LEAD
[FTC CONTRACT] MEDIA HARDWARE, SERVICES AND SOFTWARE DEVELOPMENT: Delivered radical new product capability, designs, CX, UX, and roadmap for BSkyB’s new set-top box (SkyQ) customer viewing experience. Product Development, Innovation, Customer Experience, Hardware, Software, UI design, 3rd Party management.
Monitise (FinKit) 01/02/2012 - 01/25/2013
PRODUCT DIRECTOR
MOBILE BANKING: Delivered and managed the Monitise group Global SAFe Agile product/roadmap process and strategy resulting in improved CX, customer satisfaction, faster delivery, and increased business value. Mobile Banking, Innovation, Roadmap, Stakeholder Management, Technical Sales, FCA Compliance, Testing, RfQ, Jira.
RIM BlackBerry 07/02/2007 - 09/28/2012
SENIOR TECHNICAL PRODUCT MANAGER
MOBILE HARDWARE AND SOFTWARE: Delivered and product-managed RIM BlackBerry products and services in Vodafone’s EMEA region. Managed product requirements, relationships, testing, delivery, & fixes. Mobile Hardware Development, Mobile Software Development, Vendor Management, RFP, testing, and Process mapping.
Vodafone Group 05/05/2003 - 07/27/2007
REQUIREMENTS/ANALYST MANAGER
HARDWARE, SOFTWARE, SERVICE & APPLICATION DEVELOPMENT: Delivered and managed technical requirement documents (RFP) for innovative global consumer and business products and services. Mobile Hardware, Software, Applications & Services Development, Vendor Management, RFP, Documentation,
06/04/2001 - 07/25/2003
DATA DEVICES TEAM LEADER
Managed data device test team members, and delivered fully approved, ground-breaking data devices into the business, which exceeded customer expectations. Connected Devices, Data Devices, IoT, Vendor Management, Customer Experience, Testing, Reporting, Leadership.
BT 08/05/1996 - 05/25/2001
3G INNOVATION & DELIVERY MANAGER
Managed and delivered 3G test network, devices and demonstrations at BT Labs Ipswich. Delivered 3G devices RfQ for Viag Interkom (BT Wireless) in Munich Germany. Connected Devices, Devices , Vendor Management, RfQ, Network roll-out, Demonstrations, Testing, Delivery.
Portfolio
