Product Manager

Job description

Product Manager: Customer Experience

£66,000–£80,000 + 15% bonus + great benefits

London | Hybrid Flexible working | Optional 4-day working week

⚡ Permanent | Transformation role | High autonomy | Fast environment

I'm partnered with a well-funded, high-growth UK business that operates at real scale, millions of customers, complex service environments, and a genuine appetite to do things differently.

They're investing heavily in their digital product capability and need a PM who can take ownership of a genuinely complex customer journey and make it dramatically easier to navigate without picking up the phone.

This is a transformation role. Not incremental improvements. Not BAU. Real, meaningful change to how customers experience connectivity services.

What you'll be owning:

• The end-to-end digital journey for broadband and mobile customers, from onboarding through to fault resolution and service management

• Understanding why customers contact support and building the digital tools that remove that need

• Self-service experiences that actually work, guided diagnostics, smart troubleshooting, intuitive account management

• Creative use of content (video, in-app guides, proactive comms) as part of journey design, not an afterthought

• Close collaboration with UX, Engineering, Data and Customer Ops in an Agile squad

• Data-led prioritisation, using analytics to back every decision and prove impact

What they're looking for:

• A Product Manager who leads with the customer problem, is experimental and has an entrepreneurial approach

• Proven end-to-end ownership of complex digital customer journeys

• A real UX mindset, empathetic, outcome-driven, and genuinely bothered by friction

• Someone comfortable translating operational complexity into simple, intuitive digital experiences

• Strong stakeholder communication, comfortable with engineers, designers and the exec table

Nice to have:

• Experience in telecoms, broadband, utilities, or a similarly complex regulated service environment

• Background in self-service diagnostic flows or guided troubleshooting product design

• Exposure to advisor/agent-facing tools alongside customer-facing journeys

This is a great opportunity to work on a large-scale product with real complexity, genuine transformation and meaningful impact. Please apply below if you are interested!

Extra information

Status

Open

Education Level

Secondary School

Location

City of London

Type of Contract

Full-time jobs

Published at

02-05-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English