Senior Product Manager - Customer & Advocacy

Job description

Create your best future and join Everyday Banking as a Senior Product Manager - Customer & Advocacy What’s the role?: This role sits within Everyday Banking and plays a key role in shaping and delivering the Customer Advocacy and Service Experience strategy across the Line of Business. You’ll focus on lifting customer advocacy, reducing friction and complaints, and strengthening customer‑led decision making. Working across Product, Operations, Risk, Customer Advocacy and frontline teams, you’ll turn customer insights, complaints data and performance metrics into clear priorities and actions that improve customer outcomes and retention. You’ll also take on a visible leadership role — mentoring junior team members, facilitating cross‑functional alignment, and influencing senior stakeholders through clear narrative and insight‑led recommendations. This is a full‑time, permanent role, open to location, with flexible and hybrid working available. What do I need?: Strong experience working with customer experience, advocacy, complaints or service performance , including NPS and customer sentiment metrics Confidence translating data, insights and trends into clear narratives and recommend...