Senior Chatbot & AI Product Manager

Lebara Media Services Private Ltd; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading telecom company in the UK seeks an experienced product manager for their chatbot and conversational AI division. This role involves defining strategies, managing roadmaps, and collaborating across teams to enhance customer experiences using AI technology. Candidates should possess strong product management skills and a user-focused mindset, with proven success in digital environments.

Qualifications

• Significant experience in product management in digital environments.
• Proven success with chatbot or AI-driven products.
• Strong understanding of digital customer journeys.

Responsibilities

• Defining and evolving the chatbot strategy.
• Owning the chatbot roadmap and setting quarterly priorities.
• Collaborating with tech and commercial teams.
• Coaching local product and operational teams.
• Analysing performance metrics for improvement.

Skills

Product Management

User Experience (UX)

Digital Customer Journeys

Communication

Collaboration

Strategic Thinking

Data Analysis

Job description

About Lebara

Lebara is a digital-first telecoms company operating across five European markets (UK, France, Germany, Netherlands, and Denmark). With over 5 million customers, we're one of the fastest-growing Mobile Virtual Network Operators in Europe.

Our purpose is to offer customers a smarter alternative to the established players - built on fair pricing and excellent customer service.

As part of our digital transformation, we're investing in AI and automation to improve both customer and internal experiences. Our chatbot is live in all five markets and is currently being upgraded from a menu-based experience to an AI-powered solution - and we're just getting started. From low-code tooling and intent orchestration to AI-enhanced customer journeys, this is your chance to help shape what's next for our AI Chatbot across all 5 markets.

Job Role

The Digital team at Lebara needs an experienced and energetic product manager to lead our chatbot and conversational AI experiences across five European markets.

What you'll be doing

1. Defining and evolving the chatbot strategy, working with the Group Product Lead to set a clear, impactful vision and strategy with supporting objectives.

2. Owning the chatbot roadmap, setting quarterly priorities to meet changing business and customer needs.

3. Collaborating with tech, commercial, and CX teams to translate strategy into deliverable features that drive us towards our objectives.

4. Supporting, coaching and challenging local product and operational teams to ensure chatbot experiences deliver on individual country needs while aligning to our overall strategy.

5. Analysing performance to identify key improvement areas and turn them into action.

What you'll bring

1. Significant experience delivering value as a product manager in digital environments.

2. Proven success with chatbot and/or AI-driven products, with clear examples of customer impact.

3. A user- and CX-focused mindset, with a strong understanding of digital customer journeys.

4. Strong communication and collaboration skills - equally at home in sprint reviews or an exec presentation.

5. Strategic, data-literate and delivery-focused - you're able to zoom out to see the big picture, but don't lose sight of the detail, analysing performance metrics to turn insight into priorities.

6. You have a hands-on and adaptable approach. Whether that means acting as the squad lead in team ceremonies, designing journeys or conducting in-depth testing, you'll roll up your sleeves and get stuck in.