Location: London/Manchester
About TalkTalk
TalkTalk's vision is to be the most recommended Wi-Fi provider in the UK by 2028 with a growing, profitable` base. Success requires that we simplify what we do, who we do it with, and reduce the cost of how we do it.
"TalkTalk is the uncomplicated way to get excellent in-home Wi-Fi coverage, we stand out from the crowd by offering intelligent but simple products that work perfectly first-time, without fuss or incomprehensible jargon, and for any help our customer service is the best in the industry"
Our aim is to deliver simplified & customer delighting Wi-Fi products and a more digital customer & employee experience. This is enabled by a technology platform that leverages data to drive innovation, decision-making, and automation, ultimately providing a more cost-efficient service for our customers.
Role Purpose
We're looking for an enthusiastic and visionary Product Director to lead the strategy, development, and performance of our digital product suite. You'll drive innovation and ensure that our digital broadband products are customer-focused, competitive, and industry-leading.
As a key leader, you will play a critical role in our digital transformation, developing digital infrastructure and developing digital approaches that ensure our digital touchpoints offer the best possible experience to make joining, using and loving TalkTalk effortless.
You'll be an experienced and self-motivated leader with a real hunger for digital innovation and transformation and be passionate about creating an agile digital culture.
Main Responsibilities
* Define the Digital Channels strategy and multi‑year roadmap that supports our broadband growth plan and brand promise, aligned to the product operating model.
* Own the end-to-end digital journeys (acquisition, onboarding, in-life service, retention) across web, app, assisted digital (chat, messaging) and MyAccount. In particular, driving the adoption of self-serve and assisted digital experiences to improve NPS and reduce contact.
* Own the digital commerce strategy, accountable for the performance of TalkTalk's digital sales channels across web and app. Working with the Commercial and Marketing teams you will shape and execute a unified eCommerce strategy that seamlessly connects demand generation (SEO, PPC, marketing) with conversion execution.
* Responsible for our omnichannel service strategy. Owning the product development of our IVR platform and main agent contact centre tool, enabling new AI features to imnprove consistency and experience across all channels
* Use insights, analytics, and feedback to create clear outcome‑based roadmaps across our squads, working closely with cross-functional teams (Engineering, UX/UI, Marketing, Customer Service) to deliver high-quality, cost-effective solutions.
* Champion discovery‑led product development (insight, data, experimentation) and embed agile practices across squads; remove blockers and accelerate time‑to‑value. Leveraging AI and automation to optimise performance and fostering a culture where creativity and experimentation thrive.
* Lead and develop a high‑performing Product team, setting quarterly objectives (OKRs) and cascading priorities to Group Product Managers and squads. You'll coach, support and create an outcome‑driven culture that share TalkTalk's values and ambition.
Knowledge, Skills & Experience
* Proven leadership experience in digital experience or a similar role, with strong commercial acumen, preferably within the telecom, tech, subscription or digital services sectors. Experience of Product operating Model execution is essential
* Deep understanding of web/mobile app development. - Experience with customer experience platforms, CRM systems, analytics tools, and digital transformation methodologies.
* A Customer-Centric Mindset, with demonstrated ability to place customer experience at the heart of decision-making and strategy. - Proven track record of improving digital touchpoints to drive higher customer satisfaction and engagement.
* Experience of Outcome based Decision Making, with clear demonstration of making decisions based on required outcomes and KPIs to drive continuous improvement
* Ability to interpret data to drive meaningful insights and improvements. Along with experience with A/B testing, user research, and leveraging customer data to inform decisions.
* Excellent communication skills, stakeholder management experience, leadership skills and experience of digital transformation or the successful implementation of significant digital change within an organisation.
Be Yourself. Make an Impact. Join Us.
As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We're committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we're all 100% human, and we've created a culture where you can truly be yourself.
We're not your traditional 9-5. We're a dynamic, flexible workplace, and we're excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let's make it work.
What We Offer
* Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection
* Collaborative office spaces designed for creative thinking and innovation
* Free on-site parking at our offices
* Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days)
* Private healthcare for all employees
* Competitive pension scheme and performance-related bonus opportunities
* Free broadband for all employees
* Life event gifts – celebrating milestones like marriages and births
* Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations
* Salary sacrifice scheme – save on dental, gym, and more
* Big retail and leisure discounts
* 3 paid volunteering days a year – because making a difference matters to us too