Mike Hales
Product Owner - Knowledge Management @EE
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WORK HISTORY
Product Owner - Knowledge Management @EE
Manchester, GB
To deliver the best customer experience through self-serve journeys, agent experience, or service comms platforms. Ensuring that every piece of written content is offered at the highest quality and is best in class.Accountable for the end-to-end product vision, lifecycle, and strategy to define and evolve objectives and key results.Leading the strategy for omnichannel service, aligning Customer and Agent channels to reduce calls through digital adoption and improve efficiency.Communicate product performance and demonstrate its contribution to digital and business objectives.Interpret business needs and analyse customer insights and data to identify key needs while supporting business priorities.Own the continuous improvement process and lead its implementation.Manage a team of change management leads, providing coaching and guidance to support their performance.Lead the change process and manage work for Agent Knowledge management, Help Content, Retail Store Locator, Device Guides, and Service Communications.Ensure all change requests meet high standards and align with customer service guidelines and design principles.Ensure the end-to-end customer experience is excellent and operationally aligned.Ensure the proactive review of content is in line with published review dates.Report on governance and change process output and efficiency.Line Management responsibility for Product ProfessionalsStakeholder Management, up to and including Director and occasionally MD.
EDUCATION
Hampstead School
O and A Levels - English, French, Maths, Physics, Chemistry, Art, Geography, History
University of London
Arabic Studies, Arabic language and history
SKILLS
ABOUT MIKE HALES
As a Senior Product Manager with more than 20 years of experience in digital media, telecoms, TV, and radio, I’ve always been driven by a passion for innovation and creativity that delivers value to both customers and the business. Throughout my career, I’ve had the privilege of leading cross-functional teams to bring impactful products to life, delivering results that align with business goals and customer needs.My expertise lies in blending cutting-edge technology with user-centered design, whether it’s in broadcast media or digital platforms. I’ve guided teams through agile transformations, utilizing both Scrum and Kanban methodologies to drive efficiency, flexibility, and high-quality outcomes. I work as an AI-enhanced PM, leveraging AI tools into my workflows, enhancing my productivity.What excites me most is working with talented teams—helping them unlock their potential, fostering a culture of collaboration, and empowering them to think outside the box. I believe in servant leadership, where the success of the team leads to the success of the product.Stakeholder management, strategic business planning, and commercial acumen are at the core of my approach, but it’s the people and the innovation that drive me every day. I’m always looking for the next challenge that allows me to leverage my skills in creating world-class products that stand at the intersection of media and technology.
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