Product Manager - CX Customer Experience - Mansfield
Product Manager - CX Customer Experience
Hybrid role Nottingham, Nottinghamshire, United Kingdom
Full-time, Permanent
Salary: £45,000 to £55,000 depending on experienceLocation: UK, Hybrid
We are seeking a dynamic and experienced Customer Experience Product Manager to join our team. The ideal candidate will be passionate about understanding the needs and preferences of our players and will drive the development of product features and enhancements to optimise their gaming experience.The Customer Experience Product Manager will collaborate closely with cross-functional teams to identify opportunities for improvement and innovation, ensuring that our platform continues to deliver best-in-class experiences to our customers.
Responsibilities:
Product Development and Enhancement:
Develop and prioritise product features and enhancements that align with customer needs and business strategy.Collaborate with design, engineering, and other teams to define product requirements, timelines, and deliverables.
Drive the development and implementation of new features and improvements, ensuring a seamless and intuitive user experience.
Support the QA and delivery of our products to ensure we deliver high quality product to our users.
Ensure products meet regulatory and legal requirements specific to the gambling industry.
Customer Experience Optimisation:
Continuously monitor and evaluate the user experience across all omnichannel touchpoints, including in club products and platforms, desktop, mobile, and app.Identify opportunities to improve omnichannel conversion, reduce friction points, and enhance overall usability.
Work closely with UX/UI designers to create intuitive interfaces and optimise user flows.
Utilise available tools to test and learn, providing product insight to the wider business
Performance Tracking and Analysis:
Establish key performance indicators (KPIs) and metrics to measure the success of product initiatives.Monitor and analyse product performance data, user feedback, and other relevant metrics to assess the impact of changes and inform future decisions.
Generate regular reports and presentations to communicate findings and insights to stakeholders.
Cross-Functional Collaboration:
Collaborate closely with digital product managers, product delivery, marketing, customer support, operations, and other teams to ensure alignment and coordination across all customer-facing initiatives.Serve as the primary point of contact for product-related inquiries and feedback from internal stakeholders.
Customer Insight and Research:
Conduct in-depth analysis of customer behavior, preferences, and feedback to identify trends, pain points, and opportunities for improvement.Utilise market research, user surveys, and other data-driven methodologies to gain insights into customer needs and expectations.
Experience and skills
Industry Expertise
Strong understanding of the gambling industry, including betting, casino games, and emerging trends.
Product Management Experience
Experience in product management, ideally within the gambling, gaming, or a related technology-driven industry.
Technical Competence
Familiarity with software development processes, APIs, and agile methodologies.
Data-Driven Decision Making
Ability to analyze data and leverage insights to guide product strategy and decision-making.
Regulatory Knowledge
Experience working with regulations and compliance requirements in the gambling industry.
Communication Skills
Exceptional written and verbal communication skills to effectively collaborate with diverse teams and stakeholders.
Problem-Solving Ability
Strong analytical skills with the capability to address complex challenges and propose creative solutions.
Customer-Centric Mindset
Deep understanding of customers and journeys, with a focus on delivering exceptional experiences and value.
Leadership Skills
Proven ability to lead teams and projects, driving accountability and results.
Adaptability
Comfortable working in a fast-paced, dynamic environment with changing priorities
Hit the Jackpot with Our Benefits
In return for everything you bring, we offer an exciting role in a dynamic business and a great rewards package. We’ll help you build your skills and career as you work with us in a business that never stands still. That means you’ll have access to:
Help@Hand – a physical and mental wellbeing app for you and your family giving you fast remote access to a GP for advice and moreThrive App – for your mental wellbeing approved by the NHS
My Eva – an online financial expert to help with any money-related matters
Buzz Brights Apprenticeships at management level
Buzz Learning, our digital learning platform with access to 100s of online courses
Access to Trained Mental Health Advocates for advice on your mental wellbeing
Staff discount 50% off bingo tickets, food & soft drinks
Refer a Friend Scheme
Pension Scheme
Applicants must be 18+
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