Product Specialist

Product Specialist

£42K-£50K - 2 days per week from Welwyn Garden City office

Our social purpose driven client has a requirement for a Product Specialist to join on a permanent basis. The organisation has developed its own technology product and are looking for an SME to come in and become the market facing ambassador.

Key responsibilities for the Product Specialist:

• Work with the internal team and sponsors to ensure client needs and expectations are clearly understood and accurately translated into the configured environment.
• Conduct operational readiness checks including hardware commissioning, Wi-Fi viability, device login validation and general site readiness.
• Deliver user onboarding for staff and other relevant users.
• Lead go-live preparation and on-the-day support, ensuring operational confidence across all user groups.
• Provide structured mobilisation-phase hypercare and complete mobilisation only when stability, satisfaction, and agreed success measures are met.
• Act as the primary face of the product during mobilisation, providing a high-quality customer experience
• Support product understanding processes, ensuring confidence in day-to-day operations.
• Assists in the triage of mobilisation-phase issues, directing school environment issues to Support Desk workflow and training gaps, and genuine platform defects to the product Platform Specialist.
• Collaborate with the Mobilisation Manager to ensure delivery aligns with wider customer mobilisation activity.
• Provide real-world field feedback to inform product improvements, surfacing user behaviour, usability challenges, and opportunities for improvement and simplification.
• Work with the Platform Specialist and Product team to channel insights into continuous improvement.

Key qualifications and experience required for the Product Specialist

• Degree or equivalent experience in business, IT, education, or related field
• Project management qualification is desirable but not essential.
• Strong organisational and mobilisation skills with the ability to lead multiple go-lives in parallel.
• Excellent communication and stakeholder engagement abilities with non-technical users.
• Understanding of data privacy principles from an operational user-handling perspective.
• Ability to translate user needs and behaviours into actionable improvements.
• Proven experience in SaaS onboarding, service delivery, or client-facing solution implementation roles.
• Experience working with non-technical user groups in education, public sector or operational environments desirable.