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Digital Product Manager

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Our client, a dynamic new start up organization are looking for Product Manager to lead the product management and development for the customer journey from a customer and service perspective, including service platform and software, helping to develop the product strategy and plan.

Determining the needs of consumers and advisors regarding the service and customer side software and process, and identifying profitable opportunities that meet these needs.
Overseeing the day to day management of the product such as reviewing key metrics, prioritising improvements, managing relationships across the business.

Key outcomes
● Lead continuous improvement to the customer and service process and systems to meet customer, compliance and regulatory needs
● Use customer research and data to determine customer goals and needs from the products
● Create and manage product requirements for project launches and subsequent initiatives, including documentation based on researched user needs
● Act as Product Owner through build phases to prioritise user stories and internal feedback, answer questions from the development team, test code releases and drive the projects through to completion
● Lead a cross functional team of UX and visual designers, developers and testers to ensure the delivery of user and business goals
● Manage internal and external stakeholders through actively communicating recommendations, guiding discussions and delivering on expectations
● Collaborate with the product, support and development team to identify and solve problems
● Build strong working relationships across the business
● Ensure product and customer satisfaction goals are met
● Maintain a program of work that enables establishment and ongoing refinement of Mortgage Industry Service Best Practice.
● Actively contribute to the creation of the companie’s Service Oriented Sustainable Competitive Advantage through ideas, experiments and innovation that maximise customer Net Promoter Score.
● Where Engineering team resource constraints exist, provide creative alternatives to in-house development which deliver prompt response to Mortgage Service Team business requirements
● Use measurement and analytics tools/methods to track and proactively report on product performance, understand user patterns and identify future business and customer requirements that will form the Product Roadmap
● Work with internal stakeholders and external agencies and partners to identify and implement changes to optimise the system
● Identify how changes in the customer and service software will improve the service team’s workflow and how this can lead to improving the experience for the customer and align with strategic goals

Qualifications and experience
● 3+ years product management experience with a strong understanding of digital (mobile & desktop) technology, trends and commercialisation
● Relevant Bachelor Degree
● Experience in gathering and prioritising business and customer requirements, and translating into appropriate documentation within an agile environment
● Experience in managing concurrent projects
● Experience of the agile product development framework, user-centered design, development and user testing
● Self-starter – used to working in agile /nimble environments and can work autonomously
● Passionate about people and customer service
● Has a talent for understanding and describing underlying problems and creating innovative solutions within a team environment
● Entrepreneurial mindset: adaptable, pragmatic, proactive, hands-on, strategic, analytical, and ambitious
● Analytical and curious by nature. Data driven approach to decision making, using analysis and insights to inform requirements
● Good at working within an ambiguous, fast paced environment – figuring it out and adapting as you go
● Easily forms effective relationships across the business and at all levels
● Ability to operate simultaneously and effectively in both tactical and strategic modes
● A willingness to roll up sleeves to get it done
● Good communication skills – verbal and written, and expertise in stakeholder management
● Experience of the mortgage industry or financial services would be useful

If you are interested in finding out more, please apply

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