Product Manager - Mosaic Recruitment Ltd., : Job Details

Our client is a leading solution provider, who have been going through rapid growth and are looking to capitalise on this by revolutionising their industry. They are seeking a dynamic and innovative Product Manager to lead the transformation of our service delivery, moving from an analogue system to a modern, technology-enabled platform.You will be reporting directly into the board, the role has the opportunity to grow into a much larger position over time and will suit a Product Manager who has touched on Transformation and is wanting to develop their experience in this area. Ideally you will be in the office 3 days a week but the client is flexible on this and would consider as little as once every 2 weeks. What you will be doing: The Product Manager will spearhead the modernisation of the businesses service offerings, transitioning from traditional, manual processes to a fully digital, customer-centric platform. This role will be responsible for the end-to-end design, development, and implementation of a state-of-the-art service delivery system that enhances efficiency, scalability, and customer satisfaction. The successful candidate will work closely with a cross section of outside industries as well as internal departments and offices across the UK. Your Key Responsibilities:Digital Transformation Leadership

• Lead the overhaul of service delivery from a largely analogue process to a fully integrated, technology-driven platform.
• Implement automation and digital tools for managing our service process from order to delivery.
• Power BI overhaul, digitisation and branding rebuild of the website.

Service Design and Strategy:

• Collaborate with internal stakeholders to define a clear roadmap for service transformation, ensuring alignment with the company’s broader objectives.  
• Design and develop end-to-end service models, incorporating advanced logistics, tracking systems, and quality control mechanisms. 

Customer Experience Enhancement:

• Reimagine the customer journey, delivering a seamless experience for vulnerable customers on the Priority Service Register and business clients.  
• Use data analytics and user feedback to continually refine and improve the platform’s performance and customer satisfaction levels.

Cross-functional Collaboration:

• Partner with engineering, operations, IT, and external vendors to build and deploy scalable solutions.  
• Drive communication between teams to ensure smooth execution of product development cycles and service rollouts.

Compliance and Quality Control:

• Oversee the integration of quality control mechanisms into the platform, ensuring all services meet required standards for delivery.  
• Ensure compliance with relevant regulations and compliance requirements.

Experience

• Proven experience as a Product Manager, leading service delivery transformation projects, ideally in a utilities, logistics, or service-based environment.  
• Strong track record in digital transformation, developing and launching technology-enabled service platforms.   

Skills   

• Expertise in digital tools, automation, and customer relationship management (CRM) platforms.  
• Strong leadership and project management skills, with a demonstrated ability to manage complex, cross-functional projects.  
• Excellent stakeholder management and communication skills, with the ability to work effectively with both internal teams and external partners.   
• Analytical mindset with experience in using data to drive decision-making and continuous improvement.

Education   

• Bachelor’s degree or equivalent in Business, Engineering, Information Systems, or a related field.   
• Master’s degree or MBA is a plus.