Digital Product Manager - York

About the role:

We are recruiting three Digital Product Managers to join the Commercial and Customer Team. The Digital Product Managers will own the vision for and drive the implementation of high quality integrated digital services that improve the experience of our customers.

Each role is focused on one of the following areas:

- Customer data: We’re investing in a customer data platform (Salesforce) which will draw together customer data from all our customer touchpoints, allowing us to provide a personalised and joined up customer experience. Also to develop workflows, process automation and self-service tools to make experiences such as recovering lost property, or claiming compensation effortless.

- Information: Customers strive information throughout their journey, from looking for inspiration to travel, planning, booking, paying, live running, facilities, crowding, etc. We’re continuously improving the quality of information available, and look to provide a holistic service, from personalised alerts, through to on-board announcements.

- Retail transformation: How people pay for travel is going through a revolution, and we aim to bring that to the business Utilising the best of mobile apps, barcodes, ‘tap and go’ with a bankcard, and more etc. make paying for travel effortless, whilst ensuring passengers do pay.

About you:

You have a passion for applying technology to make customer experience better, and the business more efficient. You’ll have a proven track record in digital product management, and be able to demonstrate that you can quickly learn and understand new challenges.

You are an excellent communicator, and can build relationships at all levels in the business. You’re visible, energetic and approachable. You’re comfortable talking directly to customers, and ideally have experience in front line customer research such as focus groups or usability.

You can understand complicated things quickly, and distil them into simple findings for the business.

You understand product management, are well organised and are familiar with the processes and toolkits to help do this effectively.

As part of a small team, you are able to work flexibly from vision to delivery. You can work of your own initiative, with a good sense of when to get support and further endorsement. For smaller projects you’ll act as project manager, analyst and subject matter expert, for larger projects you’ll draw upon the support of others.

In return, you’ll discover brilliant opportunities to grow and progress within the business. Not to mention amazing perks and benefits like free or discounted travel, employee assistance, generous policies, regular pay reviews and a great pension.

NB: You can apply for a specific role, or ask to be considered for multiple roles.

Digital Product management is all about combining customer needs, with business opportunities and technical possibilities. You’ll bring a strong digital/technical background, and be able to quickly learn our customer needs and business opportunities. You will get colleagues enthusiastic about digital opportunities, and be trusted to ensure their concerns are addressed. You’ll push the boundaries, but not chase the impossible.