In the Journeys team we are passionate about delivering world-class experiences to our customers at every part of their account journeys. Reporting to the Head of Product - Journeys, as the Product Manager, you will be responsible for developing the product experience for customer account touchpoints and servicing touchpoints at all stages of the Customer Lifecycle, and supporting other key Customer Tribe initiatives aligned to customer benefit and the strategic goals of our brands.
This role will also be responsible for building out the strategy, roadmap and delivering improvements to all aspects of our Payments & Help system offerings for the Paddy Power and Betfair brands.
Based on customer needs and business opportunities, you will work with the wider Product Team, Commercial, Technology, Customer Operations, Data, Marketing teams and others to deliver a customer obsessed, world class product experience for the brands in our UK&I division that is scalable to multiple languages and jurisdictions.
You will be obsessed with how our customers interact with our products, using data and insights to ensure we solve customer problems, testing and validating hypotheses to develop a pipeline of compelling products that will help to deliver an unmistakable brand experience that embeds simplicity in all journeys.
You will also work closely with a broader community of Product Managers across the Flutter Group to share and leverage learnings and best practice.
What you'll be doing:
Champion the customer
Be customer obsessed, relentlessly putting the customer at the heart of products and decisions.
Be metric-and-data-driven, monitoring and reporting on product and customer KPIs, aligned to the strategic goals of Paddy Power and Betfair.
Clearly articulate the respective customer "why" behind initiatives.
Understand distinct segment personas, drivers of performance, behavioural attributes pain points and customer journeys and use evidence to demonstrate customer needs.
Gather and manage customer feedback from surveys, user research, customer data & analytics and experiments to drive product improvements or new product opportunities.
Capture and translate customer problems and user needs into requirements and priorities.
Align Product Roadmap to Flutter UK&I Product Strategy
Responsible for converting an end state vision into a deliverable roadmap of customer improvements focused on the Payments and Customer Service space.
Provide clear product direction and focus on measurable outcomes and success metrics, not solutions.
Product Lifecycle Management
Live and breathe evidence-based product development and product management.
Accountable for achieving Customer Tribe KPIs, that help drive our brand goals.
Obsess about driving positive customer impact, measuring and tracking key product performance.
Work with other Product colleagues, Customer Support, Commercial, Trading, Legal & Compliance, Data and Technical teams to identify opportunities and improve customer experience, and ultimately deliver product performance.
Co-ordinate competitor and market activity monitoring and continuously assess strengths, weaknesses and opportunities for our products.
Coordinate product launches with Product Managers, Marketing, Operations and Commercial teams and ensure that our propositions land with our customers.
Ensure all initiatives have defined customer needs, clearly articulated value impact and time-based success metrics that are agreed with key stakeholders.
Collaborate with stakeholders to define & communicate the customer outcomes.
Work collaboratively with stakeholders to ensure buy-in, alignment and successful delivery of the Customer roadmap vs. success metrics.
Needs to assist in identifying and developing top talent both external to the team and within the team.
Needs to line manage and mentor junior members of the team.
Needs to champion ideation sessions within and beyond the product management team.
Needs to look for global product synergies and look to drive relationships across the UKI division (Paddy Power, Betfair and Sky Betting and Gaming) and the wider Flutter Group.
As Product manager, you will be:
Customer Obsessed: Builds strong relationships and trust with stakeholders; champions the needs of customers and the importance of exceeding expectations; builds and delivers solutions that nails the basics; prioritises customer satisfaction and builds commitment in others to provide outstanding service.
Passionate to learn and grow: Displays a growth mindset and is prepared to fail in aid of learning and developing; shows an active desire to learn new things and take on new challenges.
Effective Communicator: Provides clarity on goals; is effective in all types of communication; adjusts communication style to fit the audience; consistently communicates the vision for Customer and to inspire, energise and motivate others throughout PPB to create a supportive environment for cooperative discussion; ensures others understand how their efforts positively impact the bigger picture.
Quality Decision Maker: Makes quality, long and short-term decisions at pace considering various inputs and through collaborating effectively; regularly practices and encourages cross-functional problem solving and decision making; comfortable with data and evidence-based decision making.
Wins Together: Gains trust and support of others; can establish and engage networks to get stuff done; seeks out opportunities to partner across organisational boundaries.
Nimble: Is energised by new and unfamiliar situations and quickly adapts; open to new ideas and ways of working; proactively shares lessons learned across the organisation.
Hungry for Results: Drives teams in the matrix to achieve and exceed results with agility, pace and energy through high impact, bold and challenging objectives; always takes accountability for results and can cut across silos to make the right decisions that they and others can be proud of; develops a strong reputation with stakeholders for being trusted, fair and for doing what's right.
Commercially Savvy: Develops a solid understanding of business drivers and the industry to support decisions.
EDUCATION, QUALIFICATIONS & EXPERIENCE
You will have a minimum of 3 years' experience working in an e-commerce or m-commerce environment, ideally in a B2C product role.
Experience working in Payments is essential.
You will bring experience in personnel management.
Experience owning complex online products and working with senior stakeholders.
Knowledge of the sports, betting /gaming industry would be an advantage.
By submitting your application online, you agree that your details will be used to progress your application. If your application is successful, your details will be used to administer your HR record. If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective Paddy Power Betfair roles.
Flutter Entertainment are an equal opportunities employer and support workforce diversity.