[Hiring] Product Manager - Telco Customer Experience @Utility Warehouse

Role Description

We are looking for a Product Manager to lead the evolution of our digital customer journeys across broadband and mobile services. In this role, you will own the experience customers have when managing their connectivity, from onboarding and account management to service diagnostics and upgrades. Your mission is to make essential services simple, transparent and effortless to manage through digital-first experiences.

Working closely with Engineering, UX, Data and Customer Operations, you will identify friction in the customer journey and deliver product improvements that increase self-service adoption, customer satisfaction and operational efficiency.

We deliver progress. What you’ll do and how you will make an impact:

• Own the end-to-end digital product lifecycle of our telco customers, ensuring a best-in-class, digital-first customer experience.
• Core responsibilities include:
• Strategic Planning: Building, owning and executing 3–6 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 refine 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: Manage 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: Monitor market trends and the competitive landscape to validate solutions through customer research. Analyse customer behaviour, feedback, and operational data to identify opportunities for improvement.

Qualifications

• 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 discussions 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.

Benefits

• An industry benchmarked salary. We’ll 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. We'll 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.

Company Description

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings! We’re aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.