Product Manager - Customer-Facing Digital Service (Public Sector)

About the Role
The Product Manager owns the product direction for customer-facing digital services. The role focuses on improving end-to-end customer journeys, simplifying self-service experiences, increasing adoption, and ensuring that digital products are intuitive, reliable, and aligned with customer needs and organisational outcomes.

• Define the CX product vision, roadmap, priorities, and measurable customer outcomes.
• Translate customer pain points, feedback, service gaps, and business needs into user stories and backlog priorities.
• Prioritise features that improve self-service adoption, usability, conversion, retention, satisfaction, and service completion.
• Work with designers and engineers to optimise mobile, web, accessibility, and service journey experiences.
• Track CX metrics such as CSAT, NPS, task completion rate, adoption, user engagement, drop-off points, and support deflection.
• Coordinate with business units, customer-facing teams, service owners, communications, and support teams to align delivery priorities.

Preferred Skills

• Strong understanding of customer experience design, service journeys, user research, and digital self-service adoption.
• Ability to translate customer pain points, operational feedback, and business needs into clear product outcomes, user stories, and prioritised backlogs.
• Experience working with cross-functional agile teams, including designers, engineers, business owners, service teams, and support functions.
• Good appreciation of web and mobile product delivery, usability, accessibility, content clarity, and end-to-end service completion.
• Comfortable using product analytics, customer feedback, CSAT, NPS, drop-off analysis, adoption metrics, and support data to guide product decisions.
• Strong stakeholder management and communication skills, with the ability to align delivery priorities across business, technology, and customer-facing teams.
• Outcome-oriented mindset with the ability to balance customer needs, organisational priorities, delivery constraints, and measurable impact.