Brodie Kingston
Senior Product Owner | Product Strategy & Delivery
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About
Product Owner and Change Manager with 9+ years' experience delivering complex telephony and customer experience solutions in large, regulated environments. Skilled in end-to-end delivery from discovery through to optimisation, combining strong technical understanding with clear business focus. Known for translating customer needs into actionable roadmaps, improving journeys through data-led decisions, and leading cross-functional teams to deliver measurable outcomes.
Experience
IVR Change Manager & Product Owner at Vodafone UK (2023-01 – Present)
- Own and deliver IVR and call-routing changes across all UK customer segments
- Define product direction, manage backlog and prioritise work based on value and impact
- Lead end-to-end delivery of complex telephony transformations
- Use customer behaviour and routing data to optimise journeys and improve containment
- Manage and develop a team of 6 IVR specialists
- Identify and mitigate risks, issues and dependencies early
- Build strong stakeholder relationships across product, tech, operations and partners
IVR Change Specialist at Vodafone UK (2017-06 – 2023-01)
- Delivered IVR changes across Digital Voice, AOD and Avaya platforms
- Managed full lifecycle: requirements, testing, delivery and stakeholder comms
- Used data and insight to identify optimisation opportunities
- Resolved complex routing challenges across multiple platforms
- Collaborated with product, tech, ops and suppliers
- Used SQL to analyse routing data
Senior Customer Services Advisor at Vodafone UK (2012-02 – 2017-06)
- Managed customer queries across phone, email and webchat
- Resolved complex issues within SLA and ensured GDPR compliance
- Supported leadership team and mentored new starters
Complaints Assistant at Stoke-on-Trent City Council (2009-11 – 2011-11)
- Managed complaints and sensitive cases
- Produced reports and supported stakeholders
- Handled multiple priorities in a fast-paced environment
Bar Associate at Wetherspoons (2007-08 – 2009-03)
Education
A-Levels in Maths, Chemistry, Human Biology – Halesowen College
NVQ Level 3 in Bookkeeping & Accounts – Dudley College
GCSEs (A–C) in Maths, English & Business Studies
