Senior Product Manager - Customer Communications

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.