Senior Product Manager - Customer Communications - Remote Eligible

Senior Product Manager - Customer Communications

Hi! We're UW. We're on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We're aiming to double in size as we help more people to stop wasting time and money. Big ambitions, to be delivered by people like you.

We put People First. It's all about you.

As this newly created role as Senior Product Manager for our Comms Experience team, you will lead a critical pillar of the UW customer tech stack. You will drive our customer communications toward a digital-first, omni-channel experience, owning the strategy for how we communicate via letters, email, chat, and push notifications.

We are looking for a Visionary & Execution-Oriented leader who can define the future of digital engagement while acting as a Customer-Centric Advocate to ensure every message adds value and respects our customers' time. You'll bring an Inclusive & Collaborative approach to problem-solving and a talent for Simplification at Scale.

Job Description

We deliver progress. What you'll do and how you will make an impact.

You will be responsible for delivering a personalised, predictive experience that delivers the right message through the right channel at the right time.

Your responsibilities will include:

• Strategic Transformation: Leading the shift from infrastructure-focused delivery to a customer-centric experience model.
• Omni-Channel Orchestration: Defining the roadmap for a unified strategy across letters, email, chat, push, and in-app to ensure a "single voice."
• Platform Curation: Strategically managing the comms ecosystem by balancing internal services with best-in-class third-party tools.
• Internal Self-Serve Enablement: Developing intuitive templating and orchestration tooling to allow other teams to launch communications independently.
• AI-Driven Personalisation: Partnering with Data Science to operationalise "Next Best Action" (NBA) models.
• Experimentation Leadership: Establishing a "test and learn" culture through rapid A/B testing and multivariate experimentation.
• Budget & Vendor Management: Taking full ownership of the communications budget and spend optimisation for third-party partners.

We work together. Your team and the people you will work with...

Your team and the people you will work with make the impact possible. Sitting within the Customer Experience pillar, you will act as the bridge between technical capabilities and business needs. You will partner closely with Engineering, Data Science, and Marketing to solve complex problems in a high-trust environment. You will also empower Marketing Operations and Operations teams by providing the tools they need for rapid campaign execution and critical service communications that drive account health.

Qualifications

To thrive in this role, your technical toolkit and experience should include:

• Full-Stack Product Thinking: Experience managing products that involve both complex back-end infrastructure and high-visibility front-end customer experiences.
• Omni-Channel & MarTech Expertise: Deep understanding of modern communication platforms across a diverse mix of digital and physical channels.
• Strategic Build vs. Buy Decision Making: Experience evaluating third-party vendors and integrating them into a cohesive internal ecosystem.
• Data-Driven Leadership: Proficiency in using behavioural data and predictive modelling to create personalised customer journeys.
• Change Management: Experience leading digital transformations and migrating legacy systems to modern technology stacks.

Additional Information

So why pick UW?

We've got big ambitions so there's going to be plenty of challenges. There are also a lot of benefits:

• Competitive salary: We benchmark against the industry and will share the salary openly during our first conversation.
• Performance bonus: An annual discretionary bonus ranging from 15-40%.
• Flexible working
• Work-life balance: We offer an optional four-day working week (90% pay for 90% impact).
• Work from anywhere: You can work abroad for up to three weeks, twice every tax year.
• Holiday: 25 days plus bank holidays (increasing with tenure), with the option to trade up to five days each year.
• UW discounts: Save on our services and get a free Cashback Card.
• Future planning: Matched-contribution pension scheme and life assurance (up to 4x salary).
• Family first: Policies designed to help you and your family thrive.
• Flexible benefits: An allowance for private health insurance, dental insurance, or gym membership.
• Sabbaticals: An eight-week paid sabbatical after four years of service.
• Growth: A dedicated learning and development budget and bi-annual promotion cycles.
• Inclusion: Join belonging groups that help shape our culture.
• Events: Company-wide celebrations including the 'Great Big Get Together' and our 'Good Hearted Go-Getter Awards'.

Apply here! You've got this far... Hit apply - we can't wait to hear from you! Worried you don't hit all the criteria? We welcome applications from diverse and varied backgrounds so get your application in and let's chat!

Claire Fennell will be your point of contact throughout the recruitment process.

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don't be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered. Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.