Product Manager (Customer Experience)

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About Matalan

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want to give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

About the role

As the Matalan Customer Experience Product Manager you are responsible for ensuring a seamless and engaging customer experience across all touchpoints. This role combines customer experience (CX) strategies with user experience (UX) design principles and Conversion Optimisation (CRO) to enhance customer satisfaction, usability, and overall business performance.

The CX and UX Manager will work closely with various departments to integrate customer insights, design, and metric-driven decisions to develop a tailored approach and clear process.

You will also hold responsibility for the partnerships which Matalan has developed with a range of 3rd parties across the stack which touch customers and internal users. You will have a demonstrable track record of delivering exceptional solutions using different methodologies within this space.

You will have leadership capabilities to offer opinion and insight as part of the Ecommerce team and as a partner across the business.

You will have experience delivering large scale change as well as smaller enhancements and coordinating internal and external parties to ensure change is landed efficiently. A demonstrable track record of delivering solutions and possessing the business and technical skills to understand, challenges and enhance the solutions being delivered.

Key Responsibilities

• Work across Matalan Online and Marketing and Retail teams
• Proactively communicate the what, when and why of CX change to all relevant parties
• Manage the relationship with a range of partners including technology partners, service partners and consultancy partners
• Ensure that Matalan is getting the highest possible value from each of our external partners
• Own and develop the backlog for CX, UX and CRO
• Build strong relationships with key internal and external parties to coordinate roadmaps and delivery of changes across BAU and large transformation programmes
• Be responsible for the definition of delivery, building, prioritising and maintaining backlogs, refining them regularly
• Challenging and influencing external partners to ensure a high velocity of change
• Create release sequence plans with consideration of other business and technical changes taking place
• Work in a truly omni-channel environment across online and offline to manage delivery into the business across multiple channels
• Manage and develop your team in their day-to-day tasks and ongoing objectives
• Act as a leader and point of contact across the business ensuring your pillar is constantly delivering value to the wider business objectives
• Manage and run squad ceremonies, regularly evaluating their value and changing as required
• Liase with the external development teams and run stand-ups to ensure delivery is running to plan
• Act as a release manager ensuring all Production releases are tested and appropriate
• Work closely with the UX team to manage and coordinate where they require support from the delivery team
• Support with tracking and managing team finances
• Lead, coach & grow the change function with a focus on continuous improvement and learning & iterating frequently
• Proactively identify obstacles, risks and issues that may impede the team and work with all required stakeholders to remove them

About You

• Recent experience in a similar role
• Strong experience working with 3rd parties in a delivery capacity
• Understanding of product development & agile principles
• Excellent planning & organisational skills
• Strong communication across all levels

Benefits

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business