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Role purpose
The Senior Product Manager owns the Client Experience journey, our client portal and marketplace, end to end as a product. The role is accountable for the experience clients have of LRQA across these platforms, and for the value a great experience creates: delighting clients, building a genuine differentiator in the market, and supporting stronger relationships, retention and margins as a result. It owns the product vision and roadmap, runs continuous discovery with clients and data, and works across the organisation to drive the wider improvements that make the experience excellent. It makes strong use of AI tools to work and prototype at pace, and looks for where AI can make the client experience genuinely better. The focus is on outcomes for clients and the business, not output alone.
Key Responsibilities
Product vision and outcomes
- Own the product vision and strategy for our client portal and marketplace, with a clear ambition for the experience clients should have and for the platforms as a differentiator in the market.
- Set and track the outcomes that matter, an excellent client experience, stronger relationships and retention, and healthy margins, and make the case for investment on the value it creates.
- Look for where AI can improve the client experience, and build it in where it adds real value.
- Align the journey to the two-speed commercial model of high-touch consultancy and commodity, journey-led fulfilment.
Roadmap and prioritisation
- Own and maintain a clear, prioritised roadmap for the journey, balancing new experiences, improvements to existing ones, and technical health.
- Prioritise transparently, focusing effort where it creates the most value for clients and the business.
- Sequence work thoughtfully around its dependencies rather than starting everything at once.
Continuous discovery
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- Run continuous discovery: understand clients deeply, test ideas early with clients and data, and let the evidence guide the roadmap.
- Use client insight, NPS, complaints and usage data to understand where the experience can be better and where value can be created.
- Use AI tools to accelerate research, synthesis and prototyping, so ideas can be tested with clients quickly.
- Shape and validate work with clients and design before committing to build.
Leading the squad
- Lead the Client Experience squad, product, design, analysis, engineering, delivery and embedded DevOps and QA, as the team that delivers the journey together.
- Set clear direction and priorities, and give the squad the space to decide how best to achieve the outcome.
- Work with fast, AI-assisted engineering to prototype and deliver quickly alongside the delivery teams.
- Support a healthy, sustainable delivery flow so the team can ship high-quality experiences at a good pace.
Improving the wider experience
- Work across the organisation to drive the operational and process improvements, beyond the platforms alone, that shape the client experience.
- Partner with the business lines and other teams to remove friction in the journey wherever it sits.
- Use cost-to-serve and pricing understanding to support both a better experience and healthy margins.
Working relationships
- Build strong relationships with the ELT and the business lines, and represent the product and its direction clearly to executive stakeholders.
- Work closely with engineering, analysis, delivery and IT Operations to turn insight into work that can be built and run well.
Key outcomes
- Clients have an excellent, coherent experience across our client portal and marketplace, and the platforms are a genuine differentiator in the market.
- Stronger client relationships and retention, and healthier margins, as a result of that experience.
- A clear, credible, evidence-led roadmap that clients, the squad and stakeholders understand.
- Continuous discovery running, with client insight and data shaping decisions.
- AI used well, in how the team works and, where it adds value, in the experience itself, helping the squad move faster.
- High-quality, complete experiences delivered at a good, sustainable pace.
- Wider operational improvements landed across the organisation that make the journey better.
- A strong, motivated squad delivering to a shared outcome.
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Experience and capability
- Senior product management: substantial experience owning a digital product or client experience end to end, focused on outcomes for clients and the business.
- Client and experience focus: a strong instinct for what makes an excellent client experience, and for using products as a differentiator in the market.
- AI fluency: solid, hands-on experience using AI tools for research, prototyping and delivery, and working with fast, AI-assisted engineering to ship quickly with delivery teams.
- Continuous discovery: a strong discovery practice, understanding clients deeply and letting research and data guide the roadmap.
- Roadmap ownership: building and prioritising a roadmap, and focusing effort where it creates the most value.
- Commercial awareness: understanding pricing, cost-to-serve, and how product decisions support revenue, margin and retention.
- Driving change: working across an organisation to improve the processes and ways of working that shape the client experience.
- Stakeholder engagement: credible and clear with executives and commercial leaders, and comfortable engaging widely across the business.
- Domain awareness: experience in assurance, certification, B2B platforms or two-speed service models is an advantage.
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