Product Manager, Client Experience (CX)

About the Role
The Product Manager for CX owns the product direction for customer-facing digital services. The role focuses on improving end-to-end customer journeys, simplifying self-service experiences, increasing adoption, and ensuring that digital products are intuitive, reliable, and aligned with customer needs and organisational outcomes.

. Define the CX product vision, roadmap, priorities, and measurable customer outcomes.

. Translate customer pain points, feedback, service gaps, and business needs into user stories and backlog priorities.

. Prioritise features that improve self-service adoption, usability, conversion, retention, satisfaction, and service completion.

. Work with designers and engineers to optimise mobile, web, accessibility, and service journey experiences.

. Track CX metrics such as CSAT,NPS, task completion rate, adoption, user engagement, drop-off points, and support deflection.

. Coordinate with business units, customer-facing teams, service owners, communications, and support teams to align delivery priorities.

Preferred Skills

. Strong understanding of customer experience design, service journeys, user research, and digital self-service adoption.

. Ability to translate customer pain points, operational feedback, and business needs into clear product outcomes, user stories, and prioritised backlogs.

. Experience working with cross-functional agile teams, including designers, engineers, business owners, service teams, and support functions.

. Good appreciation of web and mobile product delivery, usability, accessibility, content clarity, and end-to-end service completion.

. Comfortable using product analytics, customer feedback, CSAT, NPS, drop-off analysis, adoption metrics, and support data to guide product decisions.

. Strong stakeholder management and communication skills, with the ability to align delivery priorities across business, technology, and customer-facing teams.

. Outcome-oriented mindset with the ability to balance customer needs, organisational priorities, delivery constraints, and measurable impact.