Product Manager - Telco Customer Experience

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.

Got your attention? Read on..

We Put People First. It's all about you

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.

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 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 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. 

We put people first. It’s 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.

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of 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

Apply here!

You’ve got this far... Hit apply - we can’t wait to hear from you! Worried you don’t hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let’s 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 don’t 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.