Senior Customer Product Manager

Currys plc; London; On-site; GBP 55,000 - 80,000; Full time

Job summary

A leading technology company seeks a Senior Customer Product Manager to drive product propositions and enhance the self-serve experience. The role involves managing a team, developing strategies, and collaborating to improve customer satisfaction and digital self-service adoption.

Benefits

25 days annual leave plus bank holidays

Private medical insurance

Flexible working arrangements

Competitive pension scheme

Staff discounts

Qualifications

• Minimum 5 years experience in customer and product-focused roles.
• Experience with agile and waterfall methodologies.
• Budget management experience.

Responsibilities

• Lead proposition management function and digital self-service channels.
• Create, pitch, and deliver new initiatives to enhance customer experience.
• Conduct competitive analysis and research trends.

Skills

Customer and product obsession

Strong communication

Creative problem-solving

Job description

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London
Currys London Campus at Waterloo (LHO004)
Permanent
Full Time
Grade 5

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 1.8 million Pay Monthly subscribers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

As our Senior Customer Product Manager, you’ll own and shape our propositions and self-serve products that play an integral part within our customer-focused strategy. You will support your line manager in creating and delivering upon a strategy that revitalises our customer proposition and prioritises a digital-first contact strategy to reduce our operating costs. Using insights from across our customer touchpoints and leading a team of product experts, you will build out a short and long-term roadmap that evolves our customer offering and helps us on our journey to providing a best-in-class self-serve experience that reduces the dependency on our CMC.

Key Responsibilities:

• Lead the proposition management function and digital self-service channels within iD. These channels encompass the iD Mobile apps for Android and iOS, the My Account web application, and the iD Community.
• Support your line manager with the creation of the aligned strategy and delivery of initiatives.
• Partner with the Senior Customer Experience and Optimisation Manager, Senior Customer Interaction Manager, and Senior Customer Contact Governance Manager to gather and understand customer insights on pain points and upcoming strategic changes. Use these insights as a foundation for our product and proposition strategy.
• Create, pitch, and deliver new initiatives to improve the self-serve product experience for customers, contributing to decreased customer contact, increased acquisition, retention, customer satisfaction, and engagement.
• Work with Commercial and Finance teams to build business cases that support your initiative proposals.
• Own the day-to-day relationship with the self-serve product vendor, ensuring close oversight of ongoing sprint/development activities, and hold the vendor accountable to contractual measures and obligations.
• Set KPIs that underpin our strategy and ambition to drive digital self-serve adoption, and report on them regularly to the business and stakeholders.
• Conduct and document regular competitor analysis and wider research to understand trends around propositions and products.
• Lead and develop your team to become passionate and impactful product and digital self-serve champions.

Required Skills & Experience:

• Minimum 5 years experience in customer and product-focused roles, preferably with digital self-serve experience.
• Customer and product obsessed.
• A passion for technology and customer products.
• High understanding of technology, propositions, and trends within and outside of Telecoms.
• Experience with both agile and waterfall methodologies.
• Experience in the Mobile Telecommunications industry or subscription-based models is preferable but not essential.
• Strong communication and influencing skills.
• Ability to create business cases and promote initiatives.
• Budget management experience.
• Proactive in establishing and maintaining effective relationships across departments and with external partners.
• Team management and development skills.
• Creative problem-solving skills, with the ability to test hypotheses and act quickly.

We value our people as our secret to success. We offer 25 days of annual leave (plus bank holidays), a competitive pension scheme, private medical insurance, life assurance, staff discounts, and flexible working arrangements depending on your role and business needs. Join us to develop your career with ongoing training and opportunities to make a real impact on people and the planet.