Job Title: Product Manager - Customer Experience Transformation
Location: Madrid/London - can be home & office based, but regular attendance to the Madrid/London office is expected
About Us: Pearson is a leading provider of English language proficiency tests, committed to delivering high-quality, reliable, and accessible testing solutions. We are dedicated to ensuring that our PTE (Pearson Test of English) test takers have the best possible experience from registration through to receiving their results.
Job Overview: We are looking for an innovative and experienced Product Manager to lead our Customer Experience Transformation Programme. This role is essential for driving customer value and solving customer problems through strategic initiatives. You will collaborate closely with UX and development teams to translate research findings into a dynamic roadmap that enhances our customer experience for the upcoming year and beyond. This role will involve reducing friction in the user journey, making the process more intuitive and supportive, and managing an upgrade to our underlying systems architecture. The ideal candidate will have a strong background in product management, customer experience transformation, and agile methodologies, particularly SAFe (Scaled Agile Framework).
Key Responsibilities: Champion Customer Experience: Relentlessly focus on understanding and addressing customer needs, ensuring that all initiatives prioritize customer satisfaction and value. Lead Transformation Initiatives to develop and implement a comprehensive strategy, aligning with organizational goals and customer insights. Implement Change Effectively: Manage the change process while maintaining a strong focus on championing the customer experience throughout all stages of product development. Define and track KPIs to measure the success of customer experience initiatives, providing regular updates to stakeholders. Product Development and Management: Define and prioritize product features and enhancements based on customer feedback, market research, and business goals. Create and maintain a product roadmap that aligns with the company's strategic objectives. Collaborate with cross-functional teams, including engineering, design, marketing, and customer support, to deliver high-quality product releases. System Architecture Upgrade: Lead the management of an upgrade to the underlying systems architecture to support agile development and delivery. Ensure that the new architecture aligns with best practices of SAFe and supports continuous integration and delivery. Work with engineering teams to ensure seamless implementation and minimal disruption to existing services. Stakeholder Management: Communicate product vision, strategy, and progress to stakeholders at all levels. Gather and incorporate feedback from internal and external stakeholders to inform product decisions. Foster a collaborative and transparent environment to ensure alignment and buy-in from all relevant parties. Agile Methodology Implementation: Champion the adoption of SAFe principles and practices within the product development team. Facilitate agile ceremonies, such as sprint planning, daily stand-ups, and retrospectives. Continuously improve agile processes to enhance team productivity and product quality. Qualifications: Bachelor's degree or equivalent. 7+ years of experience in product management, with a focus on transformation programmes, customer experience and agile methodologies. Strong understanding of SAFe and experience implementing agile frameworks in a product development environment. Proven track record of successfully managing and delivering complex projects. Excellent analytical, problem-solving, and decision-making skills. Strong communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels in a matrix organization environment. Experience in the education or testing industry is a plus. What We Offer: Competitive salary and benefits package. Opportunities for professional growth and development. A collaborative and innovative work environment that values creativity and teamwork. The chance to make a meaningful impact on the lives of PTE test takers worldwide. Pearson is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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