Product Manager - CX Platforms

We are establishing a new CX Platforms portfolio within our Digital Product & Delivery team. This role will lead the ongoing product ownership of Zendesk and Amazon Connect, defining the vision, governance model, and evolving roadmap for service platforms, agent experience, automation, and AI enablement.

What You Will Be Doing

• Own and evolve the CX Platforms portfolio across Zendesk and Amazon Connect

• Define and continuously refine the service technology roadmap aligned to organisational priorities

• Establish the long-term vision for service platforms within CX

• Align platform investment to measurable commercial outcomes (cost-to-serve, operational efficiency, CX KPIs)

• Embed governance, prioritisation, and structured change control practices

• Lead AI and automation initiatives across service operations

• Reduce key-person dependency through sustainable platform ownership and documentation standards

• Partner closely with Operations, ERP, IT, and other Digital product portfolios

What We Are Looking For

• Strong product management capability, ideally within service or contact centre technology

• Experience owning Zendesk, Amazon Connect, or comparable service platforms

• Demonstrated ability to define roadmap and measure value realisation

• Commercial mindset — understands cost-to-serve, operational efficiency, and service performance metrics

• Experience leading platform maturity or transformation initiatives

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