Working across Customer Operations, you’ll play a key role in optimising customer journeys, strengthening product features, and embedding data-driven decision-making into everything we do.
Reporting to the Head of Product, this role is ideal for a strategic thinker with a passion for solving complex problems, leading change, and creating seamless customer experiences.
You’ll work closely with cross-functional teams – from operations and commercial to compliance and analytics – to ensure our products not only meet regulatory standards but also support business growth and reduce customer friction.
Responsibilities
- Champion the Customer Experience– Digitise and simplify customer forms, improve accessibility of product materials, and streamline user interfaces to enhance satisfaction and reduce friction.
- Strengthen Products & Reduce Complaints– Use customer insights and complaint analysis to identify pain points, prioritise product improvements, and deliver smarter workflows and self-service tools.
- Forecast & Plan with Confidence– Develop and operationalise volume/capacity forecasting models to better predict demand, allocate resources, and improve operational efficiency.
- Unlock Customer Insights– Build and refine analytics frameworks, dashboards, and reports that reveal product usage trends, customer behaviours, and emerging opportunities.
- Innovate for the Future– Explore emerging trends, tools, and technologies – from automation to AI-driven analytics – to drive smarter ways of working.
Skills / Experience
- Strong product management experience, ideally across managed investment schemes and investment bonds
- Experience across retail, wholesale and institutional markets
- Experience across marketing and written communications, including drafting product disclosure statements, explanatory memorandums and institutional offer documents
- Experience with capital raising across retail, whole and institutional markets
- RG146 Qualification will be highly regarded.
- Proven ability to deliver customer-focused solutions, backed by data and insights.
- Comfortable balancing strategic priorities with hands-on delivery.
- Passionate about driving innovation, continuous improvement, and best practice.
