About Us
At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.
About the Role
As a Senior Product Leader, you will champion Dyson’s AI and automation ambitions. In this role, you’ll drive initiatives to digitise customer journeys, unlock seamless self‑service touchpoints, and leverage emerging tech to optimise both Operational (OX) and User Experience (UX). You are the catalyst transforming our Customer Service into a digitally empowered, customer‑centric powerhouse.
Main responsibilities include but not limited to:
* Own the backlog for their pillar: incoming demand (including Q&S) and quality of output
* Own strategic vision for a product Pillar looking out 12-18 months looking at new trends and technology relating to product Pillar
* Ensure the backlog is prioritised correctly and benefits cases are accurate
* Line manages, support and mentor Product Owners
* Take on complex feature or projects – whether it’s supporting a market roll out or steering a complex cross channel initiative
* Monitor the performance of development teams and elevate issues to the Head of Product and Head of Product Delivery if needed
* Be the expert on the product and the customer experience associated with the capability
* Run appropriate governance forums for product area
* Ensure the roadmaps are updated in a timely way as development efforts become more accurate and priorities evolve
* Ensure ways of working are followed on each project, programme & product management (enhancements)
* Ensure Product Owners enforce definition of ready & definition of done at a ticket level
* Own continuous improvements working with other Dyson teams & suppliers to drive consistent ways of working and greater delivery output
* Accountable for ensuring Jira admin is accurate
* Ensure benefits realisation post release is created by Product Owners and monitor quality of the analysis
* Ensure we meet the SLAs to brief requesters and stakeholders
* Ensure pillar content is updated at the right time to the right quality for market calls, release notes, etc
* Build strong stakeholder relationships
About You
To thrive in this role, you will bring a powerful blend of strategic thinking, agile problem‑solving, and a deeply customer‑centric mindset focused on delivering exceptional user and operational experiences (UX/OX). As a natural innovator, you have a proven track record of identifying and swiftly implementing cutting‑edge technologies, backed by data‑driven decision‑making and analytics to guide your strategy and measure success. You excel at translating complex product concepts into clear, functional requirements and possess the excellent communication and stakeholder management skills necessary to rally cross‑functional teams and drive meaningful, lasting change across the business.
Bachelor’s or Master’s degree in computer science, Data Science, Engineering, or related field
5+ years in technology‑driven roles, with at least 3 years in AI/automation leadership
Proven experience in digitizing customer journeys and deploying self‑service solutions
An understanding of conversational AI, NLP, RPA, predictive analytics, and cloud‑based solutions
Familiarity with CRM systems, omnichannel platforms, and API integration
Understanding of Agile software development
At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
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