M26 - Product Manager

Overview
The Product Manager for CX owns the product direction for customer-facing digital services. The role focuses on improving end-to-end customer journeys, simplifying self-service experiences, increasing adoption, and ensuring that digital products are intuitive, reliable, and aligned with customer needs and organisational outcomes.

• Define the CX product vision, roadmap, priorities, and measurable customer outcomes.
• Translate customer pain points, feedback, service gaps, and business needs into user stories and backlog priorities.
• Prioritise features that improve self-service adoption, usability, conversion, retention, satisfaction, and service completion.
• Work with designers and engineers to optimise mobile, web, accessibility, and service journey experiences.
• Track CX metrics such as CSAT, NPS, task completion rate, adoption, user engagement, drop-off points, and support deflection.
• Coordinate with business units, customer-facing teams, service owners, communications, and support teams to align delivery priorities.

What Success Looks Like
Customers can complete key journeys with minimal friction, support dependency is reduced, digital adoption improves, and service experience decisions are guided by customer feedback, usage data, and measurable outcomes.

Preferred Skills

• Strong understanding of customer experience design, service journeys, user research, and digital self-service adoption.
• Ability to translate customer pain points, operational feedback, and business needs into clear product outcomes, user stories, and prioritised backlogs.
• Experience working with cross-functional agile teams, including designers, engineers, business owners, service teams, and support functions.
• Good appreciation of web and mobile product delivery, usability, accessibility, content clarity, and end-to-end service completion.
• Comfortable using product analytics, customer feedback, CSAT, NPS, drop-off analysis, adoption metrics, and support data to guide product decisions.
• Strong stakeholder management and communication skills, with the ability to align delivery priorities across business, technology, and customer-facing teams.
• Outcome-oriented mindset with the ability to balance customer needs, organisational priorities, delivery constraints, and measurable impact.