Product Manager – CX Applications

Overview

In this role you own the product strategy and roadmap for the customer experience platforms powering post-sale lifecycle activities. You influence cross-functional delivery to build an AI-native, end-to-end platform that unifies support, education, and success. You shape adoption and enablement, balancing business value with customer outcomes. You work with stakeholders to define measurable impact and drive intelligent automation while safeguarding service quality. This is a strategic leadership role focused on enabling enterprise-wide platform maturity.

Pay / Benefits

• 25 holidays with flexibility to extend to 30
• flexible working hours and hybrid environment
• gym subscription discounts
• laptop and equipment provided
• healthcare expense claim tools
• opportunities for certifications and growth training

Responsibilities

• Own and prioritise an outcome-based roadmap for the customer experience apps estate to drive metrics like deflection, CSAT, and retention.
• Conduct structured discovery with support, services, customer success and education teams to transform pain points into platform solutions.
• Lead AI and automation strategy across the estate, coordinating with AI Enablement to avoid duplication and ensure shared standards.
• Oversee internal user experience and adoption, identifying friction and treating low adoption as solvable product problems.
• Steer the LMS and CSP platform roadmap, including CSP evaluation/selection and establishing CSP-LMS integrations.
• Define the value case and defend trade-offs to senior sponsors across service, success and support.
• Collaborate with delivery to sequence work while maintaining discovery, documentation and clear completion criteria.
• Contribute to vendor selection, negotiation and adoption of new features for Zendesk, Forethought and Zoom; procurement handles commercial processes.
• Create and maintain product docs, decision logs and configuration rationales for the estate.
• Define and report metrics demonstrating service quality, efficiency and lifecycle value from platform investments.

Key requirements

• Demonstrable PM experience with customer support or contact-centre platforms (Zendesk, CCaaS)
• SaaS product experience in B2B and B2C contexts
• Experience deploying AI or automation in a support context
• Track record of driving AI-native, end-to-end platform journeys
• Exposure to customer success and/or education platforms and retention/adoption outcomes
• Experience improving platform adoption and internal UX using usage data and feedback
• Strong discovery and stakeholder management skills

• Senior stakeholder management
• Independent, self-directed work style
• Cross-functional collaboration
• Zendesk
• Forethought
• Zoom CCaaS

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