Product Specialist

Overview

As a Product Specialist, you optimise and operate Customer Care tools and journeys to improve customer and frontline advisor experiences. You’ll translate frontline needs into concrete improvements, working with Product, Engineering and Operations to deliver measurable value. You act as a subject matter expert in your domain, ensuring alignment with broader Customer Care strategy while driving adoption and continuous improvement. Your work supports digital transformation by enhancing efficiency, quality and satisfaction for customers and advisors.

Pay / Benefits

• employee discount
• employee sample sales
• 25 days paid annual leave + extra day
• private medical care
• fixed annual payment
• personalised learning opportunities

Responsibilities

• Own and continuously improve defined Customer Care products, tools and journeys to meet customer, advisor and business needs
• Translate operational and customer needs into product requirements and document current/future-state journeys
• Represent frontline insights in product discussions, prioritisation and roadmap decisions
• Collaborate with Product, Engineering, Technology and Operations to reduce friction and enhance end-to-end experiences
• Lead delivery and rollout of enhancements, including frontline training and communications to drive adoption
• Monitor tool performance, identify opportunities to improve efficiency, quality and satisfaction
• drive experimentation and continuous improvement with data, feedback and trials
• Support adoption of automation, AI and self-service capabilities
• Ensure solutions align with wider Customer Care strategy and global operating requirements
• Guide Associate Product Specialists, share knowledge, and champion DEI in design and ways of working

Key requirements

• Experience in Customer Care, Digital Care, Customer Experience or related operational product environment
• Proven ability to deliver improvements to digital tools, journeys or processes with measurable outcomes
• Autonomous yet collaborative with cross-functional teams
• Strong analytical skills using data and customer feedback for decisions
• Experience with customer journey mapping, service design or process improvement
• Understanding of agile methodologies and product delivery environments
• Strong communication and stakeholder management with evidence-based influence
• Interest in automation, AI and technology to enhance experiences and efficiency
• Commercial awareness linking CX, operations and cost-to-serve
• Passion for better experiences for customers and advisors

• analytical mindset
• effective communicator
• stakeholder management
• customer journey mapping
• service design
• data-informed decision making

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