Closing Date: Wednesday 16th July 2025
Locations: London
About EE
We’re EE. We are the biggest mobile and broadband operator in the UK and we have a relationship in every second household in the country. But we’re for everyone, on any network – serving up new tech, new services, and heaps of inspiration for every aspect of your connected life.
We’ve been awarded the UK’s best network for the last 10 years. It’s central to our vision – to be the most personal customer-focused technology company in the UK.
That means earning a place on customers’ home screens by offering them more than ever before, whether that’s helping their home run smarter with EE Home, levelling up their play with EE Game, helping them work on their terms with EE Work, or even unleashing their kids’ learning with EE Learn.
We’re also part of BT Group, which we’re even bigger than you might think. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We connect friends to family, clients to colleagues, people to possibilities. We keep the wheels of business spinning, and the emergency services responding.
We think we’ve got something special here. We want everyone to feel proud about working at EE – and feel excited about where we’re going and what we’re going to do. Want to join in?
The Scope
This role is at the heart of building a new Product Success function within our Mobile division. As Senior Manager, Product Success, you will lead the charge in ensuring our products are not only launched but adopted, loved, and continuously improved based on real customer insight. You will define and deliver a 3–5-year strategy and roadmap that deepens customer engagement, boosts satisfaction, and drives sustainable commercial outcomes across both our core Mobile portfolio and new verticals such as gaming, consumer electronics, financial services and security.
Working directly with the Director of Product, this role ensures our mobile products stand out in a competitive market—grounded in customer need, shaped by insight, and delivered with purpose. This is a high-impact leadership role, guiding a team of Product Managers to shape the future of mobile experiences.
What you’ll be doing
* Working with the leadership team of the Mobile division, define and own the end-to-end product success strategy across the Mobile division, shaping a clear 3–5-year roadmap that delivers meaningful outcomes for customers and the business. This includes identifying opportunities across core mobile offerings and new markets such as gaming, consumer electronics, financial services and security
* Working closely with the Mobile tribe and broader leadership team to strengthen cross-functional collaboration and ensure delivery is focused on solving real customer problems and creating value. Acting as the voice of the customer across product development, performance and decision-making forums.
* Integrating external best practice and market intelligence into strategy development—drawing on consumer trends, competitor benchmarking, and category innovation to inform where to play and how to differentiate in new or fast-moving markets.
* Using customer insights and product data to inform both adoption strategies and future product innovation. Surface opportunities to reduce friction, increase engagement, and develop features or propositions that reflect evolving user needs and behaviours.
* Leading the development of clear product positioning and messaging that resonates with customers and is consistently applied across all touchpoints, working in partnership with marketing, commercial, and service teams.
* Supporting the design and delivery of go-to-market plans for new product features and launches, ensuring that customer-facing teams are equipped with the right tools, knowledge, and confidence to promote and support the product.
* Establishing and embedding frameworks to measure product performance through customer-centric metrics such as NPS, PTC, and engagement data. Use this insight to drive continuous improvement, close feedback loops, and advocate for product refinement where needed.
* Managing, coaching, and developing a team of Product Managers focused on product success, building capability in a newly established function and ensuring delivery is aligned with strategic priorities.
* Championing a culture of learning, testing, and iteration—ensuring that all product experiences are informed by data, validated by customers, and grounded in commercial relevance.
Experience needed to be successful in the role:
Strategic planning and product strategy
Demonstrated ability to develop and articulate long-term product plans that align with customer needs, market dynamics, and broader business objectives. Experience in translating vision into actionable roadmaps that drive value and guide teams across multiple product lines or verticals.
Performance measurement and data interpretation
Fluent in working with product analytics, performance metrics, and customer feedback tools such as NPS, PTC, and engagement data. Able to draw meaningful insights from data and translate them into product enhancements, business cases, and prioritisation decisions.
Stakeholder management and cross-functional alignment
Proven experience in managing a wide range of stakeholders across business units, including senior leaders, commercial teams, technology, marketing, and customer operations. Able to facilitate alignment, resolve competing priorities, and build consensus to support product direction and outcomes.
Agile methodologies and product delivery
Experience working within Agile frameworks such as Scrum or SAFe. Able to collaborate with cross-functional squads to deliver value iteratively, manage product backlogs, and ensure prioritisation reflects both user needs and business goals.
User research and customer insight
Ability to design and apply qualitative and quantitative research methods to generate actionable insights. Experienced in synthesising user feedback, behavioural data, and attitudinal research to shape product direction and identify opportunities for improvement.
Trends analysis and market understanding
Comfortable with monitoring industry trends, emerging technologies, and competitor activity to inform product development. Capable of assessing how external shifts may influence customer behaviour or create new opportunities for innovation.
Team leadership and capability building
Experience of leading and developing product teams, with a focus on coaching, performance management, and skills development. Able to create a supportive and ambitious environment that fosters continuous improvement and cross-functional collaboration.
Customer experience and user-centred design
Strong background in understanding customer journeys and using that understanding to inform product decisions. Skilled in applying CX and UX principles to improve usability, remove friction, and enhance the overall end-to-end customer experience.
Benefits
* Annual on target bonus 15% (personal and company performance multipliers)
* £5,500 car allowance (can be taken as cash)
* Family health cover
* BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
* 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
* 2 weeks carer’s leave
* From January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
* Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
* Life Assurance (4 x life cover pay)
* Exclusive colleague discounts on our latest and greatest BT broadband packages
* 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
* My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
* Discounted EE TV including TNT Sport and the NOW Entertainment membership.
* Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
* Volunteering days so you can give back to your local community.
* Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
* 24/7 private virtual GP appointments for UK colleagues
We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’
We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.