About the Role

As a Contact Centre Product Manager, you will take ownership of Connex, our customer contact platform that underpins every customer interaction. Your focus will ensure that agents have the right tools to support customers effectively, efficiently, and in line with FCA regulations.

The Role and Team

You’ll be part of the Product team within our Customer Management function, focusing on the customer journey from acquisition to the end of the agreement.

Responsibilities

• Improve tools and experiences for customers and internal teams.
• Ensure compliance and scalability of platform and processes.
• Collaborate with stakeholders across operations, including customer services, collections and complaints.
• Balance longer-term platform improvements with the need to deliver on regulatory and operational changes.
• Manage and maintain a backlog of platform improvements, regulatory requirements, and operational enhancements.
• Collaborate with engineering teams to improve system reliability, scalability, and operational efficiency.
• Support internal and external audits, monitoring the performance of delivered changes.

Requirements

• At least 2 years of product management experience.
• Experience in agile product teams.
• Strong prioritization skills and communication abilities.
• Strong problem-solving and analytical skills with data-driven decision-making.
• Effective interpersonal skills for relationship-building.

Work Environment

This role is office-based in London or Manchester with a hybrid working arrangement, requiring occasional travel.

Hiring Process

• Preliminary Interview (30 mins)
• Face to Face Interview (1 hour)
• Final Interview (45 mins)

Values

• Embrace being human.
• Strive for awesome.
• Everyone’s a builder.
• Bravely honest.
• Think customer.