Job Title: Product Manager - Customer Experience Transformation

Location: Madrid/London - can be home & office based, but regular attendance to the Madrid/London office is expected

About Us: Pearson is a leading provider of English language proficiency tests, committed to delivering high-quality, reliable, and accessible testing solutions. We are dedicated to ensuring that our PTE (Pearson Test of English) test takers have the best possible experience from registration through to receiving their results.

Job Overview: We are looking for an innovative and experienced Product Manager to lead our Customer Experience Transformation Programme. This role is essential for driving customer value and solving customer problems through strategic initiatives. You will collaborate closely with UX and development teams to translate research findings into a dynamic roadmap that enhances our customer experience for the upcoming year and beyond. This role will involve reducing friction in the user journey, making the process more intuitive and supportive, and managing an upgrade to our underlying systems architecture. The ideal candidate will have a strong background in product management, customer experience transformation, and agile methodologies, particularly SAFe (Scaled Agile Framework).

Key Responsibilities:

Champion Customer Experience :

• Relentlessly focus on understanding and addressing customer needs, ensuring that all initiatives prioritize customer satisfaction and value.
• Lead Transformation Initiatives to develop and implement a comprehensive strategy, aligning with organizational goals and customer insights.
• Implement Change Effectively: Manage the change process while maintaining a strong focus on championing the customer experience throughout all stages of product development.
• Define and track KPIs to measure the success of customer experience initiatives, providing regular updates to stakeholders.

Product Development and Management:

• Define and prioritize product features and enhancements based on customer feedback, market research, and business goals.
• Create and maintain a product roadmap that aligns with the company's strategic objectives.
• Collaborate with cross-functional teams, including engineering, design, marketing, and customer support, to deliver high-quality product releases.

System Architecture Upgrade:

• Lead the management of an upgrade to the underlying systems architecture to support agile development and delivery.
• Ensure that the new architecture aligns with best practices of SAFe and supports continuous integration and delivery.
• Work with engineering teams to ensure seamless implementation and minimal disruption to existing services

Stakeholder Management :

• Communicate product vision, strategy, and progress to stakeholders at all levels.
• Gather and incorporate feedback from internal and external stakeholders to inform product decisions.
• Foster a collaborative and transparent environment to ensure alignment and buy-in from all relevant parties

Agile Methodology Implementation:

• Champion the adoption of SAFe principles and practices within the product development team.
• Facilitate agile ceremonies, such as sprint planning, daily stand-ups, and retrospectives.
• Continuously improve agile processes to enhance team productivity and product quality.

Qualifications:

• Bachelor's degree or equivalent.
• 7+ years of experience in product management, with a focus on transformation programmes, customer experience and agile methodologies.
• Strong understanding of SAFe and experience implementing agile frameworks in a product development environment.
• Proven track record of successfully managing and delivering complex projects.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels with matrix organization environment
• Experience in the education or testing industry is a plus.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment that values creativity and teamwork.
• The chance to make a meaningful impact on the lives of PTE test takers worldwide.

Pearson is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: PRODUCT MANAGEMENT

Organization: English Language Learning

Schedule: FULL\_TIME

Workplace Type: Hybrid

Req ID: 17473