Lead Product Manager - Conversational AI

Job Title:

Lead Product Manager - Conversational AI

Job Function:
Customer Service

Location – Manchester or Glasgow (You will need to be in the office 3 days a week)

Advertised Salary:
Competitive, plus great benefits

This role sits within Customer Service, working across digital and advisor-assisted service channels. It operates at the intersection of product leadership, conversational AI, digital experience and business transformation, partnering closely with Product, Technology, Architecture, Operations and Commercial teams to improve end-to-end customer journeys.

The Lead Product Manager – Conversational AI owns the product vision, strategy, roadmap and prioritisation for conversational AI and any other product capabilities within our Contact Centre as a Service (CCaaS) platform. The role drives measurable improvements in customer experience, successful self-service, first-contact resolution and cost-to-serve, while enabling colleagues to deliver simpler, faster and more effective customer support.

The role plays a key part in shaping our digital-first, AI-enabled customer service strategy. It requires an understanding of how conversational AI capabilities interact with the wider technology ecosystem, including CRM, knowledge management, data, APIs and orchestration services. This ensures product decisions balance immediate business value with long-term scalability, flexibility and future innovation. This is a lead role and will have direct management of supporting product roles within the organisation.

• Define and own the conversational AI product vision, strategy, roadmap and performance across digital and advisor-assisted customer service channels, ensuring alignment with customer needs and strategic business objectives.
• Act as the senior product authority and accountable owner for conversational AI and automation capabilities within our CCaaS environment, driving product innovation, continuous improvement and measurable business outcomes.
• Own and govern the product backlog, making strategic prioritisation decisions that balance customer experience, operational efficiency, commercial value, delivery complexity and risk.
• Work closely with Journey Optimisation Analysts and other stakeholders to translate customer insights, operational performance and emerging technology opportunities into prioritised product improvements.
• Lead the evolution of conversational and agentic AI capabilities, identifying opportunities to improve customer self-service, reduce avoidable contact and equip colleagues with intelligent tools that enhance service delivery.
• Partner with Technology and Architecture teams to understand the wider service ecosystem, including CRM, knowledge, data, APIs and orchestration, ensuring product decisions maximise existing capabilities and support future innovation.
• Evaluate product opportunities and technical trade-offs, understanding integration dependencies, scalability, resilience and long-term flexibility to avoid unnecessary technical constraints or investment in unsustainable solutions.
• Lead product discovery, experimentation and validation activities, testing opportunities and demonstrating customer and business value before committing to scaled delivery.
• Provide leadership and direction for product management activities, establishing effective product standards, ways of working and prioritisation frameworks while supporting the development of product management capabilities.
• Drive continuous improvement to simplify end-to-end journeys, remove customer friction, improve successful resolution and reduce unnecessary demand across service channels.
• Be accountable for delivering measurable outcomes, including customer experience, successful…