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Role Profile
Job Title
Product Manager
Reporting to
Debbie Johnson
Responsible for
BEX – Bell Customer Experience Platform
Based at
Hybrid – Remote
Assigned office – London or TBD
Scope
Product strategy, roadmap, discovery, prioritisation, adoption and outcomes
Purpose
As Product Manager for BEX, you will own the product vision, strategy and roadmap for Bell’s Customer Experience platform. You will ensure BEX provides customers with a simple, consistent way to access Bell services, information and digital journeys while delivering measurable improvements in customer experience and operational efficiency.
BEX brings together customer onboarding, service visibility, documents, support, training and access to connected platforms. You will work across customers, service delivery, operations, engineering, design, sales and customer enablement to simplify fragmented processes and turn them into scalable, coherent digital experiences.
Role
- Define and own the BEX vision, strategy and roadmap, aligned to customer experience, service delivery and Bell’s business objectives.
- Map and understand customer and internal user journeys, using interviews, observation, feedback and product data to identify real problems.
- Prioritise opportunities that improve customer outcomes, increase self-service and reduce unnecessary manual effort or fragmented communication.
- Translate product outcomes into clear customer journeys, capability slices, epics, user stories and acceptance criteria.
- Work closely with engineering, design, architecture, security, service delivery and operations throughout discovery and delivery.
- Define and monitor measures such as adoption, onboarding completion, time to value, task completion, satisfaction and operational efficiency.
- Partner with customer enablement, service teams, sales and marketing on onboarding, communications, demonstrations, training and adoption.
- Ensure new features create a coherent, accessible platform experience and that dependencies with connected systems are clearly managed.
- Communicate product progress, risks, decisions and customer outcomes clearly to delivery teams and senior stakeholders.
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- Proven Product Manager or Senior Product Owner experience within a digital platform, customer portal, SaaS product or service environment.
- Strong customer journey, product discovery, roadmap ownership and evidence-based prioritisation skills.
- Experience simplifying complex or fragmented processes into clear digital experiences.
- Experience working across engineering, design, operational teams, customers and senior stakeholders.
- Experience with customer portals, managed services, ITSM, CRM, workflow, onboarding or enterprise self-service is desirable.
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