Product Manager - Switching

Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

We’re looking for a Product Manager - Switching to lead and improve the journeys customers take when they switch to or from British Gas. Switching is one of the most important customer and agent moments, and this role ensures those journeys are smooth, reliable and well‑supported.

This role begins once a sale is completed and spans account creation, industry registrations, progression to on-supply and first bill, and when customers leave - objections, exit fees and final bill. A key commercial priority is reducing sales leakage and maximising the number of customers who successfully go on‑supply.

Working in the AX team, you’ll own the switching product and capability - shaping the tools, rules and improvements that help agents and operational teams handle switching journeys confidently and consistently. You’ll partner closely with operations who run the day‑to‑day processes as well as Digital Product Managers to ensure switching experiences remain aligned across all channels.

Location - UK flexible with occasional travel to offices for ad-hoc team meetings

About the role

Key accountabilities include:

• Own and improve the switching capability for both gaining and losing customers, ensuring journeys are simple, predictable and easy for colleagues to support.

• Maximise successful onboarding by strengthening the journey from sale, account setup, on‑supply and first bill, reducing friction and minimising sales leakage.

• Enhance agent tools and guidance so frontline and back‑office colleagues can confidently resolve switching queries and manage complex cases.

• Lead the development and prioritisation of switching capability across account setup, industry flow handling (DTN, IX, CSS, DIP, DCC), objection management, ET resolution and billing.

• Strengthen the loss journey by ensuring objections are raised accurately and promptly and that customers receive clear, accurate final bills on time.

• Work closely with CX and Digital Product Managers to ensure switching communications and touchpoints align across the wider customer experience.

• Drive performance across key switching metrics including switching time, ET rates, objection accuracy, First Bill On Time and Final Bill On Time.

• Collaborate with operations, billing, metering and industry teams to identify and remove switching bottlenecks and improve overall journey reliability.

• Operate confidently within the FMRS switching framework and maintain awareness of upcoming changes such as MHHS.

• Use data, insight and operational feedback to design improvements that make switching faster, clearer and more effective for customers and colleagues.

What we’re looking for

Essential

• Proven experience in Product Management, including backlog ownership, writing user stories, defining requirements and working within agile delivery teams.

• Strong understanding of energy switching and industry flows (DTN, IX, CSS, DIP, DCC).

• Data‑driven approach, comfortable using performance metrics, operational insights and failure analysis to guide decisions and measure outcomes.

• Experience working effectively with engineering/technology teams to deliver product changes in complex enterprise environments.

• Ability to work collaboratively across operations, digital, sales and agent‑facing teams, aligning diverse groups around a clear product direction.

• Passion for improving agent experience, tooling and switching capability.

• Excellent stakeholder management and communication skills, able to simplify complexity and influence across teams.

• Strong analytical and problem‑solving skills, with the ability to break down interconnected journeys and identify root causes.

Desirable

• Experience working within the FMRS switching environment.

• Awareness of MHHS and wider market reform.

• Background in energy retail, billing, metering or operational transformation.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.