Responsibilities: 1.Discovery, Insight & Hypothesis Testing • Lead structured discovery processes to uncover user needs, behaviours, friction points and opportunities. • Conduct and analyse both qualitative (e.g. user interviews) and quantitative (e.g. funnel analytics) insight to inform direction. • Turn insight into hypotheses and measurable experiments; ensure all roadmap features are validated before build. • Manage a test-and-learn loop across early-stage concepts, proposition tests, and usability refinements. 2. Digital Experience Ownership • Own core product journeys across web and app – especially purchase, install, onboarding, and in-life experience. • Define and document product requirements that balance value, effort, and speed to market. • Work with design and engineering to ensure high-quality, efficient, and scalable delivery of product features. • Ensure clear success metrics are in place for every release, and work with data teams to measure them. 3. Competitor Analysis & Innovation • Contribute to continuous monitoring and evaluation of competitor products, feature sets, UX patterns, and positioning strategies. • Feed market learnings into discovery and prioritisation to ensure our product leads, not lags. • Proactively identify emerging technologies, techniques and approaches that could drive step-change improvements in our experience. • Collaborate with engineering and leadership to trial and adopt promising tools, methods, or integrations that improve our differentiation or efficiency. 4. Stakeholder Alignment & Product Operations • Maintain alignment between digital delivery and business priorities – ensuring every release delivers customer and commercial value. • Help communicate product thinking clearly and consistently to internal stakeholders (e.g. commercial, marketing, support). • Contribute to structured product rituals (e.g. grooming, retros, roadmap reviews) to drive momentum and shared focus. • Support operational readiness, including training, documentation, and post-launch learnings. Skills: Help establish the customer insight flows into product. Deliver multiple validated product hypotheses that result in measurable improvements to experience and outcomes. Launch digital improvements that materially improve install success, onboarding ease, support deflection and satisfaction scores. Achieve defined targets for install success, CSAT/NPS, App Store rating, and web/app conversion rate uplift. Reduce cycle time from idea to live feature. Improve the quality and measurability of roadmap initiatives. Strengthen our test-and-learn culture across the product and delivery squads. Deliver competitive product reviews on a regular basis (e.g. quarterly or tied to roadmap cycles). Identify and help implement high-impact innovations in tools, techniques, or experience that improve market position. Operate with autonomy and accountability for the product experience and its performance Focus on high-impact activity – insight-led, validated, and valuable to the customer Act as a connector between strategy, customer, and delivery Drive high standards in documentation, clarity, and cross-functional collaboration Stay curious, stay current – bring new thinking into the team