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Transformation Product Manager

2 months ago

Braintree, Essex, United Kingdom Mosaic Recruitment Ltd., Full time
About the Role

Mosaic Recruitment Ltd. is seeking a highly skilled and experienced Product Manager to lead the transformation of our service delivery. As a key member of our team, you will be responsible for spearheading the modernisation of our service offerings, transitioning from traditional, manual processes to a fully digital, customer-centric platform.

Key Responsibilities
  • Digital Transformation Leadership
    • Lead the overhaul of service delivery from a largely analogue process to a fully integrated, technology-driven platform.
    • Implement automation and digital tools for managing our service process from order to delivery.
    • Power BI overhaul, digitisation and branding rebuild of the website.
  • Service Design and Strategy
    • Collaborate with internal stakeholders to define a clear roadmap for service transformation, ensuring alignment with the company's broader objectives.
    • Design and develop end-to-end service models, incorporating advanced logistics, tracking systems, and quality control mechanisms.
  • Customer Experience Enhancement
    • Reimagine the customer journey, delivering a seamless experience for vulnerable customers on the Priority Service Register and business clients.
    • Use data analytics and user feedback to continually refine and improve the platform's performance and customer satisfaction levels.
  • Cross-functional Collaboration
    • Partner with engineering, operations, IT, and external vendors to build and deploy scalable solutions.
    • Drive communication between teams to ensure smooth execution of product development cycles and service rollouts.
  • Compliance and Quality Control
    • Oversee the integration of quality control mechanisms into the platform, ensuring all services meet required standards for delivery.
    • Ensure compliance with relevant regulations and compliance requirements.
Requirements
  • Proven experience as a Product Manager, leading service delivery transformation projects, ideally in a utilities, logistics, or service-based environment.
  • Strong track record in digital transformation, developing and launching technology-enabled service platforms.
Skills
  • Expertise in digital tools, automation, and customer relationship management (CRM) platforms.
  • Strong leadership and project management skills, with a demonstrated ability to manage complex, cross-functional projects.
  • Excellent stakeholder management and communication skills, with the ability to work effectively with both internal teams and external partners.
  • Analytical mindset with experience in using data to drive decision-making and continuous improvement.
Education
  • Bachelor's degree or equivalent in Business, Engineering, Information Systems, or a related field.
  • Master's degree or MBA is a plus.