Location – Manchester or Glasgow (You will need to be in the office 3 days a week)
About the role
This role sits within Customer Service, working across digital and advisor-assisted service channels. It operates at the intersection of product leadership, conversational AI, digital experience and business transformation, partnering closely with Product, Technology, Architecture, Operations and Commercial teams to improve end-to-end customer journeys.
The Lead Product Manager – Conversational AI owns the product vision, strategy, roadmap and prioritisation for conversational AI and any other product capabilities within our Contact Centre as a Service (CCaaS) platform. The role drives measurable improvements in customer experience, successful self-service, first-contact resolution and cost-to-serve, while enabling colleagues to deliver simpler, faster and more effective customer support.
The role plays a key part in shaping our digital-first, AI-enabled customer service strategy. It requires an understanding of how conversational AI capabilities interact with the wider technology ecosystem, including CRM, knowledge management, data, APIs and orchestration services. This ensures product decisions balance immediate business value with long-term scalability, flexibility and future innovation. This is a lead role and will have direct management of supporting product roles within the organisation.
What you’ll be doing
Define and own the conversational AI product vision, strategy, roadmap and performance across digital and advisor-assisted customer service channels, ensuring alignment with customer needs and strategic business objectives.
Act as the senior product authority and accountable owner for conversational AI and automation capabilities within our CCaaS environment, driving product innovation, continuous improvement and measurable business outcomes.
Own and govern the product backlog, making strategic prioritisation decisions that balance customer experience, operational efficiency, commercial value, delivery complexity and risk.
Work closely with Journey Optimisation Analysts and other stakeholders to translate customer insights, operational performance and emerging technology opportunities into prioritised product improvements.
Lead the evolution of conversational and agentic AI capabilities, identifying opportunities to improve customer self-service, reduce avoidable contact and equip colleagues with intelligent tools that enhance service delivery.
Partner with Technology and Architecture teams to understand the wider service ecosystem, including CRM, knowledge, data, APIs and orchestration, ensuring product decisions maximise existing capabilities and support future innovation.
Evaluate product opportunities and technical trade-offs, understanding integration dependencies, scalability, resilience and long-term flexibility to avoid unnecessary technical constraints or investment in unsustainable solutions.
Lead product discovery, experimentation and validation activities, testing opportunities and demonstrating customer and business value before committing to scaled delivery.
Provide leadership and direction for product management activities, establishing effective product standards, ways of working and prioritisation frameworks while supporting the development of product management capabilities.
Drive continuous improvement to simplify end-to-end journeys, remove customer friction, improve successful resolution and reduce unnecessary demand across service channels.
Be accountable for delivering measurable outcomes, including customer experience, successful self-service, first-contact resolution, containment, cost-to-serve improvement and value realisation.
Work cross-functionally across Product, Technology, Architecture, Operations and Commercial teams, influencing without formal authority to align stakeholders and deliver agreed outcomes.
Essential Skills / Experience
Demonstrable experience owning and evolving digital products, ideally within conversational AI, intelligent automation, customer service or contact centre technology environments.
Strong understanding of product strategy and management, with experience translating strategic objectives into product visions, prioritised roadmaps and measurable outcomes while making trade-offs across competing customer, business and operational demands.
Good understanding of how digital products operate within complex technology ecosystems, including integrations, APIs, data and supporting enterprise platforms.
Ability to work confidently with Technology and Architecture teams, understanding technical dependencies, challenging proposed approaches and evaluating trade-offs without needing to be a hands-on technical specialist.
Comfortable operating at both strategic and operational levels, balancing immediate delivery priorities with longer-term product scalability, flexibility and sustainability.
Desirable Skills / Experience
Experience with CCaaS platforms such as Genesys Cloud or equivalent customer engagement technologies.
Familiarity with conversational AI, generative AI, agentic AI and their application across customer and colleague service journeys.
Understanding of CRM, knowledge management, workflow automation and API orchestration within complex enterprise environments.
Experience delivering digital-first service improvements, balancing customer experience with successful self-service, containment, operational efficiency and cost-to-serve.
Experience leading operational changes and continuous improvement across process, technology and people.
Clear evidence of delivering measurable business value, including contact reduction, improved customer resolution, friction removal, customer experience improvement and/or conversion uplift.
Analytical and insight-led approach, using customer, operational and product performance data to identify opportunities, prioritise investment and track outcomes.
Experience applying product discovery, experimentation and validation techniques to test opportunities and inform investment decisions.
Able to influence independently, working effectively across Product, Technology, Architecture, Operations and Commercial teams.
Experience providing leadership and direction across cross-functional teams, aligning stakeholders around shared priorities, outcomes and objectives.
Pragmatic, outcome-focused and delivery-oriented, with a bias for action and an ability to balance innovation with practical execution.
Clear communicator, able to articulate product strategy, technical 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
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