The Product Lead, Customer In-Life will play a critical role in shaping all post-sale digital experiences, ensuring customers can manage services, track orders, resolve issues, and access support quickly and easily. The role reduces friction, increases clarity, and strengthens customer satisfaction at every stage of the lifecycle.
Requirements
- Strong product leadership with experience shaping and delivering digital in-life journeys across app and web, ensuring they are intuitive, consistent, and customer-centred.
- Deep understanding of customer experience and service processes, including repair, order tracking, troubleshooting, service visibility, and account management.
- Skilled in using data, customer insight, behavioural analytics, and performance metrics to identify pain points, prioritise improvements, and measure impact.
- Proven track record of driving cross-functional delivery with engineering, UX, digital, service operations, and commercial teams in complex, service-heavy environments.
- Experience developing self-service, personalisation, and proactive care capabilities that improve engagement, loyalty, and retention.
- Experience coaching and leading product managers alongside multidisciplinary squads.
Benefits
- Annual on target bonus - 15%
- £5,500 car allowance (can be taken as cash)
- Family health cover
- BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
- 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours.
- 2 weeks carer's leave
- All parents welcoming a new child are eligible for our new Family Leave policy.
- Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.
- Life Assurance (4 x life cover pay)
- Exclusive colleague discounts on our latest and greatest BT broadband packages
- 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
- My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
- Discounted EE TV including TNT Sport and the NOW Entertainment membership.
- Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
- Volunteering days so you can give back to your local community.
- Brand new electric vehicle salary sacrifice arrangement, known as 'My EV'.
- 24/7 private virtual GP appointments for UK colleagues
