Job Description: Product Experience Manager Location: London, SW1E 5JL (on site 3 days per week) Contract length: 6 months Pay rate: £285.00 per day Overview We’re on a mission to power prosperity for small businesses and self-employed individuals worldwide. We’re looking for a Product/Customer Experience Manager to take ownership of key customer journeys across our ecosystem — ensuring they are simple, intuitive, and deliver measurable value at every stage. Drawing inspiration from leading customer-focused organizations, this role blends strategy, customer insights, and digital execution to transform how our customers experience our products, from first engagement to long-term advocacy. Key Responsibilities Customer Journey Ownership • Lead the design, delivery, and continuous optimization of end-to-end customer journeys (e.g., onboarding, purchase, adoption, support). • Define the vision and KPIs for digital journeys, ensuring alignment with business goals and customer needs. • Act as the voice of the customer — using insights, data, and feedback to champion improvements across digital touchpoints. Digital Strategy & Execution • Translate strategy into actionable roadmaps, collaborating with product, design, engineering, and marketing teams. • Drive personalization and segmentation strategies to create differentiated experiences for different customer types. • Ensure all digital journeys are compliant, accessible, and aligned with the brands promise. Performance & Optimization • Monitor journey performance using analytics and customer feedback, identifying friction points and opportunities. • Lead test-and-learn experiments (A/B, multivariate testing) to optimize customer experiences. • Regularly report on performance metrics to senior leadership, highlighting successes and areas for improvement. Collaboration & Leadership • Partner with cross-functional teams to deliver cohesive, seamless experiences across web, app, and service channels. • Influence stakeholders and align priorities across multiple business units. • Foster a culture of customer-centricity, innovation, and continuous improvement. Required Qualifications • Bachelor’s degree in Business, Marketing, Digital Experience, or related field (or equivalent work experience). • Proven track record in digital product, journey, or experience management. • Strong knowledge of digital analytics, customer research, and CX methodologies. • Experience with journey mapping tools, A/B testing platforms, and personalization technologies. • Ability to manage multiple projects with cross-functional teams in an Agile environment. • Excellent communication, stakeholder management, and influencing skills. Preferred Qualifications • Experience in financial services, SaaS, or e-commerce customer journeys. • Familiarity with CRM and marketing automation platforms (e.g., Salesforce, Marketo). • Deep understanding of SMB customers and their digital needs. • Track record of delivering measurable improvements to conversion, retention, or customer satisfaction.