Product Manager – Customer Experience

My Dublin-based client is a specialist in the Healthcare industry. They are currently working on multiple transformation projects aimed at building new business services from scratch and enhancing their customer experience.

My client has now created a brand-new position on the team for a Product Manager to establish the customer journey and enhance the customer experience within an omnichannel environment (face-to-face, phone, digital, etc).

This will be a senior hands-on role where you will oversee and deliver the customer journey and go-to-market strategy.

Job Responsibilities

• Play a key role in the strategy and delivery of customer-focused healthcare services that are being built from scratch.
• Develop a deep understanding of the customer experience (CX) including: needs, priorities, challenges, etc.
• Create detailed customer journey maps across each touchpoint within an omnichannel environment (e.g. face-to-face, phone, website, etc).
• Identify the MVP (Minimum Viable Product) and deliver a strategic go-to-market plan.
• Drive initiatives that enhance service delivery, customer experience, and digital solutions.
• Oversee the entire service delivery lifecycle from design to launch, and beyond.
• Conduct business & data analysis to discover evidence-based customer insights, market trends, & service challenges.
• Facilitate workshops and collaborate with stakeholders across different functions (Operations, Clinical, Digital, Change, etc.).
• Take responsibility for the successful planning, project management, and delivery of these services.

Experience Required

• 5-10 years’ experience acting as a Product Manager / Customer Experience Manager.
• Proven track record of designing and implementing Customer Experience programs & customer journey maps.
• Experience overseeing the building and rolling out of a new product / service into the market.
• Experience designing Customer Experience across different touchpoints (face-to-face, phone, website, etc).
• Must have a customer-focused approach with evidence-based decision-making skills.
• Comfortable working in a changing environment, with an ability to accommodate new information and prioritise workload accordingly.
• Experience working in an omnichannel industry would be desirable (e.g. healthcare, retail, banking, etc).

Essential and Desirable Skills

• Strong project management and organisation skills.
• Excellent communication and stakeholder management.
• Solid research, data analytics, and business analysis skills.
• Knowledge of digital concepts and web technologies.

Benefits

• Be a part of an exciting transformation programme aimed at building & enhancing healthcare services.
• Collaborate within a small, experienced, & multi-functional team.
• Autonomy and ability to take ownership of your work.
• Very flexible hybrid working options available.
• Performance bonus.