Digital Product Manager

About the Role

12 Months FTC

A leading organisation within the UK energy sector is seeking a Digital Product Lead to own and drive the introduction and ongoing development of a customer app and online portal.

This role will be responsible for ensuring the digital platform is delivered with an external Vendor, on time and to a high standard, while continuing to develop the product to meet business case objectives and customer needs.

A key focus of the role will be maximising customer adoption and active engagement with the platform, while using digital insights, prompts and nudges to encourage positive customer behaviour and help minimise peak electricity consumption.

You will set clear product outcomes, align stakeholders, and translate customer and business requirements into a prioritised roadmap and backlog. Working closely with the Vendor and internal teams across Customer Experience, IT, Business Intelligence and Marketing, you will act as the day-to-day product owner and delivery lead throughout discovery, development, testing, go-live and continuous improvement.

Key Responsibilities

• Own and continually refine the product vision, outcomes and success measures, covering adoption, engagement, customer satisfaction and peak-consumption reduction.
• Lead collaboration with the Vendor and internal stakeholders, managing scope, priorities, decision-making, risks, issues and delivery status.
• Champion customer needs and behaviour change principles, ensuring digital journeys are simple, accessible and consistent across the app and online portal.
• Run discovery with customers and internal teams to identify and prioritise key customer journeys, including onboarding, account management, usage insights, payments and customer support.
• Translate customer and business requirements into epics, user stories and acceptance criteria, maintaining and prioritising the product backlog and release plan.
• Manage delivery with the Vendor, clarifying requirements, agreeing sprint and release commitments, managing dependencies and ensuring documentation and handover are completed.
• Ensure the platform supports customer behaviour change through features such as usage visibility, peak alerts, goal setting, prompts, tariffs and incentives where applicable.
• Partner with Marketing and Communications teams to develop customer adoption plans, propositions, onboarding journeys, campaigns and measurement of conversion.
• Own end-to-end quality across the app and portal, coordinating functional, integration, performance and accessibility testing.
• Coordinate User Acceptance Testing (UAT) with internal teams and the Vendor, ensuring requirements are traceable through to test cases and managing defect triage and prioritisation.
• Lead go-live readiness and launch activity, including app-store releases, customer communications, support models, monitoring and post-launch hypercare.
• Define and track key product KPIs, including registrations, activation, monthly and daily active users, self-service rates, customer satisfaction and peak-demand outcomes.
• Lead post-launch optimisation using customer insights, data and experimentation to improve digital journeys and strengthen behaviour change over time.
• Support the implementation of new processes, roles, controls and service model impacts across areas including customer service, billing, digital support and complaints.