Product Lead, Customer In-Life (Product Management)

TL;DR

Product Lead, Customer In-Life (Product Management): Shaping and optimizing post-sale digital experiences across app and web for customer service, order tracking, and account management, with an accent on personalization, proactive care, and self-service features to improve satisfaction and reduce churn. Focus on using data and insights to identify friction points, prioritize enhancements, and track performance, while collaborating with cross-functional teams to deliver improvements.

Location: UK (Birmingham, Bristol, London or Manchester), hybrid (3 days onsite)

Company

hirify.global is a global leader in secure connectivity and collaboration platforms, serving 1.2 million business customers internationally with over 175 years of heritage.

What you will do

• Lead the vision, strategy, and continuous improvement of post-sale digital in-life journeys across app and web.
• Act as the subject-matter expert for core in-life experiences such as repair, order tracking, support, and account management.
• Drive innovation in self-service, proactive care, and personalisation to boost engagement and reduce churn.
• Use data, behavioural insights, and customer feedback to identify friction points and track performance.
• Collaborate closely with engineering, digital, service operations, UX, and commercial teams to deliver high-quality improvements.
• Lead and coach cross-functional product managers, ensuring strong delivery disciplines.

Requirements

• Strong product leadership with experience shaping and delivering digital in-life journeys across app and web.
• Deep understanding of customer experience and service processes, including repair, order tracking, and troubleshooting.
• Skilled in using data, customer insight, behavioural analytics, and performance metrics for improvements.
• Proven track record of driving cross-functional delivery with engineering, UX, digital, and commercial teams.
• Experience developing self-service, personalisation, and proactive care capabilities that improve engagement.
• Experience coaching and leading product managers alongside multidisciplinary squads.

Culture & Benefits

• Hybrid working model: 3 days at contractual location, 2 flexible days per week.
• Annual on-target bonus of 15% and £5,500 car allowance.
• Family health cover and BT Pension scheme (minimum 5% employee, 10% BT contribution).
• 25 days annual leave + 8 bank holidays with the option to buy up to one week's work.
• 2 weeks carer’s leave and a comprehensive Family Leave policy (18 weeks at full pay).
• Enhanced women’s health support, including help with menopause symptoms and cancer screenings.
• Life Assurance (4x life cover pay) and exclusive colleague discounts on BT broadband and EE mobile plans.
• Access to unbeatable savings on everyday purchases at hundreds of retailers via My Discounts.
• Volunteering days to give back to the local community.
• Brand new electric vehicle salary sacrifice arrangement ('My EV') and 24/7 private virtual GP appointments.