We are looking for a customer-obsessed Mobile App Product Manager to shape and continuously improve a market-leading app experience at the core of our digital ecosystem.The app is the primary channel for customer self-service, payments, usage tracking, plan management, and support. It plays a critical role in customer satisfaction, revenue protection, and cost-to-serve optimisation. Working at the intersection of Product, Engineering, UX/UI, Marketing, Analytics, and Customer Operations, you will define the iOS and Android product vision, own the roadmap, and ensure each release delivers measurable customer and commercial impact within a high-volume, regulated environment.You will be accountable for both product discovery and delivery, partnering cross-functionally to launch stable, intuitive, high-adoption experiences and continuously improve key digital journeys.Reporting to the Head of Product, you will collaborate closely with design, delivery, CRM, marketing, customer service, CRO, and analytics teams to drive high-impact releases and ongoing optimisation.
Responsibilities:
Mobile Product Strategy & Ownership
- Define and own the mobile app product strategy aligned to subscriber growth, retention, ARPU, and digital self-service adoption.
- Set a clear roadmap balancing feature innovation, platform improvement, and technical resilience.
- ·Champion mobile-first experiences — not web replicas — that leverage native capabilities and OS best practices.
Customer Experience & Journey Improvement
- Own and optimise core in‑app journeys including onboarding, mobile number management, payments, plan changes, add‑ons, roaming, usage visibility, and support.
- Use customer research, data insights, and operational feedback to drive usability improvements.
- Reduce friction, increase digital containment, and improve first‑time resolution through seamless end‑to‑end design.
Product Discovery & Problem Solving
- Lead discovery sprints including problem framing, ideation, prototyping, and usability testing.
- Work closely with UX/UI to define customer problems, validate hypotheses, and shape solutions.
- Partner with Analytics and CRO to run A/B tests and experimentation.
End-to-End Delivery & Technical Alignment
- Own the backlog, define requirements, and provide clear direction to engineering teams.
- Ensure alignment with architecture, APIs, identity, billing, payments, and wider telco systems.
- Oversee release planning, QA readiness, and post‑release stability, including crash‑free sessions and performance metrics.
Commercial & Operational Impact
- Partner with Finance, Customer Operations, and Product to analyse cost, benefit, and risk for new initiatives.
- Establish a clear mobile strategy and roadmap with cross‑functional alignment.
- Build strong relationships across Engineering, Marketing, Customer Ops, and CX.
Measurement & Continuous Improvement
- Define and track KPIs including adoption, engagement, conversion, digital containment, NPS, stability, and crash‑free sessions.
- Monitor post‑launch performance and drive continuous optimisation through data‑led insights.
- Use analytics tools and experimentation platforms to validate decisions and guide prioritisation.
Skills:
- Proven experience in mobile app product management, ideally in telecom, utilities, fintech, subscription, or other high‑volume customer service industries.
- Strong understanding of in‑life customer journeys, subscription management, and operational processes.
- Experience working in scale‑up, high‑growth, or transformation environments.
- Data‑driven decision‑maker with strong analytical skills (Excel, Power BI; SQL beneficial).
- Strong understanding of mobile UX patterns, app store processes, release cycles, mobile performance metrics, and platform guidelines (iOS/Android).
- Excellent communication and stakeholder management skills.
- Interest in AI‑enabled capabilities (support automation, personalisation, insight generation) is a plus.
Success Indicators for the First 6 Months:
- Deliver high‑quality app releases with strong adoption and reduced friction in key journeys.
- Improve conversion and engagement in at least two priority journeys.
- Demonstrate measurable reduction in avoidable service contacts from in‑app improvements.
- Establish a clear mobile strategy and roadmap with cross-functional alignment.
- Build strong relationships across Engineering, Marketing, Customer Ops, and CX.