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!