Senior Product Manager – Customer Experience Job Type : Full-Time Reports To : Head of Product Location : Remote/Road (with in person attendance to collaborate as required) Role Overview This role is accountable for defining and delivering a unified, scalable customer experience across ILG and GFS. It will lead the consolidation of existing customer-facing services into a single integrated customer portal, while supporting the development of new digital products that diversify revenue and expand the company’s market offering. This role will be instrumental in simplifying and modernising how customers engage with ILG and GFS, laying the foundation for scalable digital services, platform enablement, and future growth. Key Responsibilities Leadership & Strategy Own the customer experience product strategy aligned to business and product goals Define and execute a roadmap that consolidates customer-facing services into a coherent platform experience Lead discovery, prioritisation, and sequencing across initiatives and stakeholders Drive outcome-based planning using clear customer and commercial measures Customer Portal & Platform Delivery Deliver a single integrated ILG/GFS customer portal Consolidate existing customer-facing services into unified portal features Drive simplification and rationalisation of the customer-facing product landscape Ensure consistent UX, data, and capability design across customer journeys Evangelise the DevX (Developer Experience) capability and environment to internal and external stakeholders New Product Development & Revenue Diversification Support the definition and launch of new digital products that expand the addressable market Shape propositions across multiple customer segments with clear value positioning Partner with Commercial and Operations to validate product-market fit and go-to-market readiness Balance speed-to-market with platform sustainability and long-term scalability Platform Enablement (APIs & Integrations) Evolve the portal to provide technical products such as APIs and connectors Ensure platform capabilities are reusable, documented, and well-governed Support internal and external adoption through clear product lifecycle management Operational Excellence Ensure predictable, measurable, and outcome-driven product delivery Establish and track customer experience success metrics Drive continuous improvement in usability, performance, and reliability Commercial & Value Ownership Own value realisation for customer experience initiatives Ensure product investments align to clear commercial and strategic outcomes Support forecasting, business cases, and ROI measurement Experience Required 5 years’ experience in Product Management (within Digital Products a plus) Proven experience owning customer-facing platforms or portals Strong product strategy, discovery, and prioritisation skills Excellent stakeholder management and communication skills Success Measures Leadership & Strategy A clear and aligned roadmap for Customer Experience A consistent mode of operation across ILG/GFS for Product Development Customer Portal & Platform Delivery A consolidated customer experience portal across ILG/GFS services A design language that can be applied and utilised by other teams New Product Development & Revenue Diversification CERES product finalised and ready for GtM by end of 2026 GtM Strategy agreed and aligned for CERES ready to execute Platform Enablement (APIs & Integrations) Work in tandem with Engineering to ensure that we have a viable platform offering to complement our revised product suite, with GtM plan and commercial model. Operational Excellence Support and expand on the work in Atlassian to improve our delivery/product strategy Commercial & Value Ownership Establish and monitor product success metrics for the new customer portal and CERES (eg. P&L, ROI, Customer acquisition, feedback and UX metrics)