A leading player in the grocery retail sector, this well-known organisation sets itself apart through a strong focus on data-driven decision-making. Insight underpins every strategic and operational choice, from product selection and seasonal promotions to stock forecasting, customer loyalty initiatives, and the creation of new commercial strategies.
As part of a strategic investment in product management, the company is launching a dedicated Product Pod. This agile, cross-functional team will own the development and innovation roadmap for a portfolio of key supplier-facing applications.
Product Lead – Customer Support Platform
Are you passionate about shaping the future of customer support systems? This organisation is building a new agile Product Pod dedicated to transforming a major customer service platform, and are looking for a hands-on Product Lead to drive the roadmap, deliver impact, and work closely with a talented development team.
The Role
As Product Lead, you’ll own the product vision and roadmap for the customer support platform. You’ll translate business needs into actionable features, prioritise enhancements, and make sure the team has everything it needs to deliver real value to customer service teams and end users. You’ll also be at the forefront of exploring AI and automation opportunities to make workflows smarter and faster.
What You’ll Do
- Lead the Product: Define and execute the product strategy, manage the feature backlog, and prioritise improvements, integrations, and automation initiatives.
- Bridge the Gap: Work closely with stakeholders to understand their needs and translate them into clear, actionable requirements for the development team.
- Drive Delivery: Oversee the product lifecycle from concept to launch, ensuring continuous improvements and a seamless user experience.
- Collaborate & Inspire: Work in an agile pod with a dedicated development team, providing clarity, context, and direction.
- Innovate: Monitor platform performance, gather feedback, and identify opportunities to optimise workflows, improve experiences, and leverage emerging technologies like AI.
Why This Role is Exciting
You’ll be part of a forward-thinking, agile team where your ideas and expertise will directly shape the tools that support customer service advisors. This is a chance to make a tangible impact, drive innovation, and work in a dynamic environment with autonomy and ownership over your product.
Who You Are
- An experienced product management or technical product professional with a strong understanding of the agile development lifecycle.
- Technically minded, able to understand complex systems, data flows, and integrations, and act as a bridge between business operations and development teams.
- A collaborative communicator with excellent stakeholder management skills, able to engage and influence both technical and non-technical partners.
- Pragmatic and results-focused, combining technical knowledge with business insight to ensure the delivery of both functional and non-functional requirements.
- Experienced in managing delivery through internal teams and/or external service providers.
- Comfortable working in a pod-based or agile team structure, closely aligned with development teams.
- Skilled in managing, influencing, and prioritising a product backlog based on business value and technical feasibility.
Job Owner: d.prosser
