Product Manager (London Area)

FTC For 12 months

The role:

As a Product Manager at TalkTalk, you will be responsible for driving the strategy and delivery of innovative consumer telecoms products and services within your category for our 2.5 million customers. You will be an expert in understanding customer needs, behaviours, and market trends, leveraging data and insights to shape product decisions.

We are seeking a dynamic and data driven Product Manager to lead initiatives aimed at improving customer loyalty and reducing churn in our broadband services. In this role, you will focus on understanding why customers leave, identifying at-risk segments, and designing solutions that increase engagement, satisfaction, and long-term value. You’ll collaborate closely with cross functional teams including commercial, marketing and data science to understand user behaviour, identify friction points and create impactful product experiences to increase retention.

Who you are:

• Curious - You don't stop asking questions until you truly understand a topic.
• Customer obsessed - You are experienced in identifying behavioural insight from qualitative research. You have the ability to balance business and customer needs.
• Problem solver - You have strong business, analytical, and troubleshooting skills. You creatively solve problems by identifying real obstacles and viable solutions.
• A true collaborator - You value a collaborative approach to reach goals. Willing and driven to get your team's input, tailoring your communication to technical and / or non-technical audiences.
• Outcome oriented - You ruthlessly prioritise against objectives, articulate the desired outcome and work collaboratively to create a path to achieve it.
• Entrepreneurial - You are self-motivated and proactive. You have a high tolerance for ambiguity, ability to perform under pressure to meet deadlines and willingness to take risks.

Role expectations:

• Define and lead the product strategy and roadmap for customer retention.
• Maintain a deep understanding of customer pain points and needs. Analyse customer behaviour and churn data to uncover key drivers of dissatisfaction or attrition.
• Prioritise work to make sure your team is working on the most impactful projects, mitigating any risks to delivery and resolving prioritisation conflicts.
• Working closely with your team to build best practice processes, ensuring feature requirements and documentation result in clarity of everyone involved
• Implement data-driven experimentation (A/B testing, personalisation, and segmentation) to optimize loyalty mechanics and improve retention rates.
• Develop and launch features, tools, and service improvements that drive engagement and loyalty (e.g., self-service tools, usage insights, proactive care, loyalty programs).
• Improve onboarding, service education, and proactive support mechanisms to reduce early-life churn.
• Partner with Marketing and Operations teams to build targeted engagement campaigns and personalised messaging strategies (e.g., push, in-app, email) based on behavioural insights.
• Own key metrics including churn rate, NPS, engagement, and lifetime value.
• Report on progress to senior leadership and advocate for investments in retention-driving initiatives.

Experience:

Leadership and Impact

• Drive cross-functional collaboration and alignment across multiple teams and stakeholders.
• Significant impact on company revenue, customer satisfaction, and market position
• Experience of storytelling and compelling product narratives to influence stakeholders
• Decision making
• Value prioritisation

Product Management Knowledge and Expertise

• Expertise in product management methodologies including product discovery, backlog management, and delivery processes
• Significant familiarity with agile methodologies, leading agile development squads and product management tools
• Proficient in data analysis and leveraging customer insights to inform product decisions.
• Strong knowledge of product strategy, and prioritisation techniques

Cognitive and Analytical Skills

• Excellent analytical and problem-solving skills, with the ability to break down complex problems and identify innovative solutions.
• Skilled in interpreting and synthesising data from various sources to uncover insights and trends.
• Ability to balance strategic thinking with tactical execution and attention to detail.

Interpersonal Skills

• Exceptional communication and stakeholder management skills, with the ability to influence and align cross-functional teams.
• Collaborative and team-oriented, with the ability to build strong relationships and foster a positive team culture.
• Skilled in facilitating discovery sessions.
• Experience of creating senior leader presentations