Product Manager Telco Customer Experience

We deliver progress. What youll do and how you will make an impact.

You will own the end-to-end digital product lifecycle of our telco customers ensuring a best-in-class digital-first customer experience.

Your core responsibilities will include:

• Strategic Planning: Building owning and executing 36 month quarterly product plans for your squad and owning key product KPIs and OKRs. Use product metrics and experimentation to guide prioritisation and validate product decisions.
• Journey Optimisation: Identify friction points across the customer lifecycle and prioritise improvements that simplify service management. Continually refining both customer-facing and advisor-facing journeys to ensure seamless high-quality experiences.
• Self-Service: Build and evolve self-service capabilities that allow customers to easily manage their connectivity services.
• Digital Adoption: Increase digital adoption and customer autonomy reducing the need for assisted support channels.
• Backlog Prioritisation: Managing feature backlogs using frameworks like RICE or MoSCoW balancing business impact with delivery dependencies.
• Collaboration: Work within Agile teams to deliver high-quality improvements iteratively. Work closely with Engineering and UX to turn complex service capabilities into clear intuitive product experiences.
• Market & Customer Insight: Monitoring market trends and the competitive landscape to validate solutions through customer research. Analyse customer behaviour feedback and operational data to identify opportunities for improvement.

We work together. Your team and the people you will work with...

You will join our Technology & Product function as a key member of a cross-functional squad. You will act as the primary bridge between UX designers Engineering Data and Commercial teams. Your mission is to drive digital adoption by creating seamless customer experiences. 

Qualifications :

We put people first. Its all about you..

To thrive in this role you should be a customer-obsessed problem solver with a dedication to empathy-led design and delivering fair value. You are a strong communicator who can influence cross-functional partners and present clear product roadmaps to leadership using data-backed business cases.

Your technical toolkit and experience should include:

• Proven Digital Product Management Experience: A track record of managing complex digital products or customer journeys and the full product lifecycle from discovery to launch.
• Domain Expertise: Experience within the Telecommunications is advantageous but not essential. A strong focus on improving customer journeys and reducing friction in digital experience is crucial
• Technical Literacy: Proficiency in Agile methodologies (Scrum/Kanban) and comfortable participating in technical discussion with developers.
• Data-Driven Decision Making: Skilled in using product analytics tools like Mixpanel or Google Analytics to justify tactical decisions and prioritise backlogs.
• Specification Mastery: Ability to write clear concise technical specifications and user acceptance criteria.
• Strategic Prioritisation: Ability to balance customer needs business value and technical feasibility to prioritise the highest-impact improvements
• Clear Communication: Ability to translate complex technical and operational topics into clear customer-friendly solutions and stakeholder updates
• Collaborative Leadership: Building strong partnerships across teams to drive progress and deliver meaningful improvements to the customer experience
• Problem Solving & Ownership: Proactively identifies problems and drives solutions from concept through to delivery and measurable impact.

Additional Information :

So why pick UW

Weve got big ambitions so theres going to be plenty of challenges. There are also a lot of benefits:

• An industry benchmarked salary. Well share it during your first conversation.
• Annual discretionary performance- based bonus
• Flexible working remote-first in the UK. We also offer an optional four-day working week based on a core principle of 90% pay for 90% impact
• Work-from-anywhere policy for up to 2 weeks per year.
• Discounts on our services and a free Cashback Card.
• Matched-contribution pension scheme and life assurance up to 4x salary.
• Family-friendly policies designed to help you and your family thrive.
• Flexible benefit choices such as Private health insurance a free Virtual GP Gym discounts and Our wellbeing app. Well give you an allowance to use for your choice
• Belonging groups helping shape an inclusive future.
• A commitment to learning and progression through our Career Development Framework with regular review and promotion cycles

Apply here!

Youve got this far... Hit apply - we cant wait to hear from you! Worried you dont hit all the criteria We welcome applications from diverse and varied backgrounds so get your application in and lets chat!

Claire Fennell will be your point of contact throughout the recruitment process.

Not sure you meet all the requirements Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification when in fact they often do.

We provide equal opportunities a diverse and inclusive work environment and fairness for everyone. You are welcome to apply no matter your age disability gender marriage or civil partnership status pregnancy and maternity status race religion or belief or sexual orientation. Please dont be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note if you are successful and offered a role at UW you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks could lead to withdrawal of an offer of employment.

Remote Work :

No

Employment Type :

Full-time