About the role

This role sits within Customer Service, working across digital and advisor‑assisted service channels. It operates at the intersection of service delivery, digital experience, AI enablement and business change, partnering closely with Product, Technology, Operations and Commercial teams to improve end‑to‑end customer journeys.

The Lead Product Manager – Conversational AI strengthens Customer Service performance by owning the product strategy, roadmap and prioritisation across all customer service channels, and driving a single, coherent backlog. The role delivers measurable impact through improved customer experience, increased digital containment, reduced cost-to-serve and faster, more effective delivery of service change.

This role supports our priorities to build digital‑first, AI‑enabled customer service, simplify end‑to‑end journeys and improve efficiency while enhancing customer experience. Clear journey ownership enables a shift from fragmented improvement activity to outcome‑led, scalable service transformation.

What you’ll be doing

• Define and own the product strategy, roadmap and performance across customer service domains, ensuring a consistent and aligned customer experience.
• Act as the senior product authority and accountable owner across assigned domains, ensuring business change, optimisation activity and customer experience improvements are aligned to strategic objectives and product priorities.
• Own and govern the centralised product backlog, making strategic prioritisation decisions that balance customer experience, operational efficiency, commercial value and risk.
• Work closely with Journey Optimisation Analysts and other stakeholders to translate insight into prioritised backlog items and measurable improvements.
• Drive a digital‑first service approach, acting as an AI champion and leading the application of conversational AI and automation across digital and advisor‑assisted journeys.
• Provide leadership and direction for product management activities across the function.
• Define product management standards, ways of working and prioritisation frameworks.
• Support the development of product management capabilities and operating practices.
• Lead continuous improvement activity to remove friction, reduce avoidable contact and improve customer effort.
• Be accountable for delivering measurable outcomes, including cost‑to‑serve improvement, customer experience, containment and value realisation.
• Work cross‑functionally across Product, Technology, Operations and Commercial teams, influencing without formal authority to deliver agreed outcomes

Essential Skills / Experience

• Demonstrable experience applying conversational AI, automation and digital technologies to improve customer and colleague experiences within a service and/or sales environment.
• Strong understanding of product and service strategy, with experience translating strategic objectives into prioritised roadmaps and making trade-offs across competing business, customer and operational demands.
• Comfortable operating at both strategic and operational levels, balancing long-term direction with hands-on product ownership and delivery.

Desirable Skills / Experience

• Experience delivering digital‑first service improvements, balancing customer experience with efficiency, containment and cost‑to‑serve.
• Experience leading operational change and continuous improvement, managing change across process, technology and people.
• Clear evidence of delivering measurable business value, such as contact reduction, containment, friction removal, customer experience improvement and/or conversion uplift.
• Analytical and insight‑led approach, using data to prioritise work and track impact.
• Able to influence independently, working effectively across Product, Technology, Operations and Commercial teams.
• Experience providing leadership and direction across cross-functional teams, with the ability to align stakeholders around shared priorities, outcomes and objectives.
• Pragmatic, outcome‑focused and delivery‑oriented, with a bias for action.
• Clear communicator, able to articulate trade‑offs, recommendations and performance outcomes to senior stakeholders

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. 
You can design the package to suit you and your lifestyle. Your core benefits include:
• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family 
• Market-leading paid carers leave with up to 2 weeks off 
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
Ready to connect for good and help shape the future? Apply now