Manager, Digital Product Management

at  Pearson

Job Title: Product Manager - Customer Experience Transformation
Location: Madrid/London - can be home & office based, but regular attendance to the Madrid/London office is expected
About Us: Pearson is a leading provider of English language proficiency tests, committed to delivering high-quality, reliable, and accessible testing solutions. We are dedicated to ensuring that our PTE (Pearson Test of English) test takers have the best possible experience from registration through to receiving their results.
Job Overview: We are looking for an innovative and experienced Product Manager to lead our Customer Experience Transformation Programme. This role is essential for driving customer value and solving customer problems through strategic initiatives. You will collaborate closely with UX and development teams to translate research findings into a dynamic roadmap that enhances our customer experience for the upcoming year and beyond. This role will involve reducing friction in the user journey, making the process more intuitive and supportive, and managing an upgrade to our underlying systems architecture. The ideal candidate will have a strong background in product management, customer experience transformation, and agile methodologies, particularly SAFe (Scaled Agile Framework).

QUALIFICATIONS:

• Bachelor’s degree or equivalent.
• 7+ years of experience in product management, with a focus on transformation programmes, customer experience and agile methodologies.
• Strong understanding of SAFe and experience implementing agile frameworks in a product development environment.
• Proven track record of successfully managing and delivering complex projects.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels with matrix organization environment
• Experience in the education or testing industry is a plus.

Champion Customer Experience :

• Relentlessly focus on understanding and addressing customer needs, ensuring that all initiatives prioritize customer satisfaction and value.
• Lead Transformation Initiatives to develop and implement a comprehensive strategy, aligning with organizational goals and customer insights.
• Implement Change Effectively: Manage the change process while maintaining a strong focus on championing the customer experience throughout all stages of product development.
• Define and track KPIs to measure the success of customer experience initiatives, providing regular updates to stakeholders

Champion Customer Experience :

• Relentlessly focus on understanding and addressing customer needs, ensuring that all initiatives prioritize customer satisfaction and value.
• Lead Transformation Initiatives to develop and implement a comprehensive strategy, aligning with organizational goals and customer insights.
• Implement Change Effectively: Manage the change process while maintaining a strong focus on championing the customer experience throughout all stages of product development.
• Define and track KPIs to measure the success of customer experience initiatives, providing regular updates to stakeholders.