Join us as we embark on an exciting new chapter in our brand-new office at Circle Square, Manchester. As Lead Product Manager, you’ll be the architect of our customers’ digital lifecycle beyond acquisition. Your mission: to reimagine retention, loyalty, and customer value for millions of UK households. You’ll set a bold vision for proactive, predictive, and personalised digital experiences - delivering world‑class engagement, support, and growth.
You’ll lead empowered, cross‑functional teams to push boundaries, leveraging AI, automation, and data to anticipate needs and delight customers at every touchpoint. This is a rare opportunity to shape the future of digital retention at scale, supported by TalkTalk’s ambition and the platform to turn that vision into reality.
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.
Main Responsibilities
* Set the Vision: Define and communicate a bold, inspiring vision for digital retention and customer growth, making TalkTalk the envy of the industry.
* Drive Innovation: Lead the design and delivery of proactive, predictive, and personalised digital journeys – using AI, automation, and experimentation to anticipate and exceed customer needs.
* Empower Teams: Build and coach high‑performing, cross‑functional squads—fostering a culture of discovery, rapid iteration, and outcome‑driven product management.
* Champion Customer‑Centricity: Relentlessly advocate for the customer, ensuring every digital touchpoint is simple, inclusive, and delivers measurable value.
* Own Outcomes: Hold clear accountability for reducing churn, increasing loyalty, and maximising customer lifetime value—using data and experimentation to drive continuous improvement.
* Collaborate at Scale: Partner with Marketing, Trading, Technology, and Platform leads to align strategies, break silos, and deliver seamless end‑to‑end experiences.
* Benchmark Globally: Continuously scan the horizon for global best practice, bringing in ideas and partnerships that keep TalkTalk ahead of the curve.
* Influence at Board Level: Represent digital retention at the highest levels—shaping strategy, influencing investment, and inspiring belief in the art of the possible.
Knowledge, Skills & Experience
* Mastery of AI, automation, and experimentation in digital journeys.
* Visionary digital product leader with a track record of transforming customer retention and lifecycle value at scale.
* Commercial acumen and experience influencing at board/exec level.
* Relentless customer focus, with a passion for simplicity, inclusivity, and measurable impact.
* Courage to challenge the status quo, push boundaries, and set new standards for the industry.
* Deep expertise in digital product management, customer lifecycle, and data‑led growth strategies.
* Proven ability to lead, coach, and inspire cross‑functional teams to deliver world‑class outcomes.
* Experience in high‑scale consumer businesses (e.g., telco, fintech, e‑commerce, SaaS) is highly desirable.
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
* 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
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