Interim Head of Product - Customer Care

Green Recruitment Company; City Of London; On-site; GBP 80,000 - 110,000; Full time

Job summary

A leading energy utility firm in the UK is seeking an experienced Interim Head of Product for Customer Care to lead the strategy and execution of customer service products. You will drive product strategy and manage a talented team while collaborating with various departments to enhance the customer experience. The ideal candidate has extensive experience in product management, particularly in fast-paced environments. This role requires strong analytical and communication skills, as well as a passion for improving end-user experience.

Qualifications

• Minimum of two years experience as a Head of Product mentoring and coaching a team of Product Managers.
• Strong focus on outcomes and business impact.
• Experience leveraging AI to enhance customer experiences.

Responsibilities

• Own and refine the global strategy and roadmap for Customer Care products.
• Drive delivery of in-flight development milestones.
• Collaborate with Commercial, Design, and Engineering teams.

Skills

Managing and scaling multiple product teams

Defining and delivering product strategy

Passionate about end-user experience

Highly analytical

Excellent communicator

Job description

Their intelligent platform enables energy utilities to unlock the full value of a radically changing energy system and propel us to a future where renewable energy is sustainable, affordable and accessible for all.

What will I be doing?

As the Interim Head of Product for Customer Care, you will lead the strategy and execution of the Agent Experience and Customer Contact as a Service (CCaaS), and Customer Self-Service Experience.

These products are mission-critical to our vision and objective to enable global energy retailers to provide exceptional, AI-driven, and cost-efficient customer service.

Your responsibilities will include:

• Owning and refining the global strategy and roadmap for Customer Care products
• Driving delivery of in-flight development milestones and evolving the product strategy as we learn from customer adoption
• Collaborating with Commercial, Design, and Engineering teams to refine the go-to-market strategy
• Representing us in external engagements, conferences, and client meetings
• Managing and developing a talented team of product managers while contributing to the broader product community

About You

You are a seasoned product leader who can hit the ground running in a dynamic, fast-paced environment.

• (Must have) Experienced in managing and scaling multiple product teams, with a minimum of two years experience as a Head of Product mentoring and coaching a team of Product Manager
• Skilled in defining and delivering product strategy, roadmaps, and outcomes
• Experienced in managing and scaling multiple product teams
• Passionate about end-user experience, particularly in operational and contact centre environments
• Highly analytical, resourceful, and hands-on, with a strong focus on outcomes
• An excellent communicator who can influence senior leadership and external stakeholders
• Known for building strong internal and external relationships
• Comfortable with travel for key client and industry engagements

What will set you apart

• Prior experience as a Head of Product managing multiple product teams
• Strong commercial acumen, particularly around go-to-market strategy and pricing
• Background in energy retail operations and contact centres (CCaaS)
• Experience leveraging AI to enhance customer experiences