Product Support Analyst

Date: 17-Jun-2022

Location: Newcastle upon Tyne, GB, NE12 8BU

Company: Greggs Plc

Vacancy Details

We a seeking a Product Support Analyst to join us to support the Product Owner for Group Websites to help the team work collaboratively with a range of stakeholders including leads from the Greggs Customer & Marketing team, wider business and technology teams to ensure that we can deliver quality Digital web products and experience that are best in class - now and in the future.

Working as part of an autonomous, cross-functional, agile, product-focussed web development team, you will support the Product Owner for Group Websites in ensuring that the various web product backlogs continue to be refined and ensuring that we are putting customers at the forefront of everything we do on all web-based platforms.

You will help collate detail on existing process and features across all of Greggs business areas to support the Web Product Owner in developing a delivery plan across improving, our other group websites and helping support on projects that improve our SEO/brand search performance in platforms such as Google.

You will have a fun, proactive, hands-on, ‘can do’ attitude and enjoy contributing towards building an adaptive, enjoyable and creative environment in the digital team at Greggs. You will also be very comfortable working cross functionally with multiple stakeholder groups to ensure their requests are captured and planned for. You will also own collation and planning of customer feedback received from the Group websites by end-users and will also help conduct research into best practice and competitor activity.


You will be contracted to work 40 hours over 5 days on a temporary basis until 31st December 2022.

Our working hours are usually Monday-Friday, however, you may be required to work alternative hours to fulfil business needs and work in multiple team and agency locations across a working week.


£25-35K per annum - negotiable depending on experience

Job Description

  • Assist in collating detail on existing process and features across the and group websites.
  • Assist in process mapping for ‘As-Is’ to ‘To-Be’ changes coming out of work to improve and consolidate our group websites.
  • Engage with stakeholders to help capture requirements, turning them into user stories in the relevant development team’s backlog.
  • Research the wider digital market to identify best practice.
  • Help support the Product Owner for Group Websites with implementation and development of new technology innovations in websites for the Greggs Digital team
  • Assist the Product Owner for Group Websites with backlog management ensuring any questions, concerns and clarification as needed by the team(s) is delivered against.
  • Participate in agile ceremonies such as sprint planning, stand-ups, demos and retrospectives as needed.
  • Support the Product Owner - Group Websites as needed in documentation and administration tasks as required.
  • Help collate key web KPIs and distribute as needed to various stakeholders and to inform reporting mechanisms.
  • Support the Web Product Owner and other team members on projects that improve our SEO and brand search performance in platforms such as Google.
  • Coordinate collation of Web Feedback from sources such as HotJar, reviewing feedback given by customers about our web products, helping triage live issues that are recorded by our Customer Care Team and Retail Team to ensure they are managed appropriately
  • Setting up and participation/facilitation in Workshops with stakeholders to identify and document requirements issues.


  • Experience working in a similar role in a digital product team, ideally within a major retailer or consumer facing FMCG business.
  • Experience of working with a variety of digital software tools and platforms
  • Experience in process/customer journey mapping.
  • Experience with working with a variety of Agile/SCRUM software tools to manage backlogs.
  • Ability to communicate effectively with people who have differing levels of IT knowledge/skill.
  • Hands on’ experience in working with a Product Owner and a variety of stakeholders.
  • Professional technology or analyst qualification.


Our Greggs Employee discount Scheme is very generous, offering you up to 50% off our food

  • Your holiday entitlement starts with 26 days, in addition to Bank Holidays, which increases with service up to a maximum of 30 days after 25 years’ service (pro-rata for part time)
  • After 6 months service you may be eligible for our profit share scheme
  • You will be invited to participate in our Management Bonus Scheme which is worth up to 10%, subject to the Company meeting certain performance criteria.
  • You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages
  • Defined contribution management pension scheme
  • Death in service benefit which provides a lump-sum payment equal to 4 times your year’s salary
    Other benefits include
  • Private Medical Insurance which is free for you and subsidised for your dependants
  • Permanent Health Insurance which is a replacement income scheme
  • Share Save and Share Incentive Schemes
  • Employee Assistance Programme
  • Cycle to Work Scheme

Your Application

During the application process we’ll keep in touch every step of the way.  We know how big a decision it is for you to apply for a job.  Once you do we’ll work hard to keep you up to speed on how your application is progressing.  With your help we can make your application as quick and as smooth as possible.