Product Manager - Security SMB Customer Journeys; Customer Lifecycle

Closing Date:
Sunday 5th July 2026

Location(s):
Birmingham, Bristol, London or Manchester

Flexible Working

The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

This role owns and optimises the end-to-end SMB customer journey for BT’s security products, treating the lifecycle (buying, onboarding, in‑life, and renewal) as a single, coherent product. The Product Manager is accountable for delivering scalable, digital‑first journeys that reduce friction, improve customer and agent experience, and drive commercial outcomes.

Operating across multiple product and functional teams, you will align customer experience, platform strategy, and commercial performance. This is a high‑autonomy role where you will define priorities, shape roadmap direction, and accelerate the transition to self‑serve digital journeys.

Success will be measured through tangible improvements in key metrics such as reduced order breakage, increased attach and adoption, and improved conversion and retention. You will also establish clear ownership of the customer journey, enabling wider teams to focus on innovation while delivering a more seamless, scalable and commercially effective experience.

• Own and optimise the end‑to‑end customer journey (buy → onboard → use → renew), ensuring a seamless and scalable experience across our portfolio of products
• Define and prioritise journey‑level outcomes, focusing on conversion, adoption, retention, and overall customer value rather than individual feature delivery
• Lead delivery of digital customer and sales and service agent journeys on across multiple tool and components, reducing manual processes and fragmentation
• Drive commercial performance and improvements, including create compelling, customer‑centric bundles that simplify buying decisions and improve overall product adoption.
• Partner cross‑functionally with Sales, CX, Operations, Engineering, Marketing, and Product teams to align priorities and execution
• Use data, insight, and experimentation to identify customer friction and deliver continuous improvement
• Influence stakeholders and provide clear product direction in a complex, matrixed environment

• Proven experience as a Product Manager owning products end‑to‑end (ideation through launch to in‑life optimisation)
• Strong experience designing and improving customer journeys or lifecycle products across multiple touchpoints and components
• Ability to define product strategy, roadmap, and success metrics independently
• Demonstrated experience using data and customer insight to drive decisions and prioritisation
• Strong stakeholder management, with the ability to influence at senior level without direct authority

• Experience in cybersecurity, security products, or related domains
• Background in B2B environments or complex, regulated industries
• Experience delivering digital self‑serve journeys or platform‑based solutions
• Exposure to improving commercial metrics such as conversion, attach, or cost efficiency

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.

You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market‑leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.