Job Title: Product Manager - Customer Experience Transformation

Location: Madrid (can be home & office based, but regular attendance to the Madrid office is required)

Reports to: Head of Product – Platforms

Division: English Language Learning

 

About Pearson

Learning is no longer just a stage of life but a lifelong journey. In an era where AI is moving at a breathtaking pace and where there is huge demand for new talent with new skills, the world needs learning more than ever before.

Whether it’s upskilling in the workplace, developing a team, getting ahead in school, making the grade at university, or learning a new language, millions of people around the world trust Pearson products and services to help them realize the life they imagine through learning.

We hold learners, educators, and enterprises at the heart of our thinking. Our five interconnected business divisions work together to meet people’s evolving learning needs. We’re proud to be a trusted partner in the moments that matter throughout their lives.

About English Language Learning (ELL)

Our vision is to become the world’s leading destination for committed learners to learn and prove their English proficiency. English is a gateway to the world. It is a mandatory requirement in more than 150 national curricula, and there are over 1.5 billion people worldwide learning English today.

 

Job Overview:

We are looking for an innovative and experienced Product Manager to join a squad in our Platform portfolio. Our platform serves our institutional and corporate learners and customers. This role will involve helping build the learning management system of the future, ensuring it has the features and capabilities it needs to be a leader in the English Language Learning market around the world. It 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 Business to Business product management, the education market, and an agile, can-do mindset, balancing attention to detail on user experience with a strong ability to understand technical concepts.

Key Responsibilities:

Champion Customer Needs:

Relentlessly focus on understanding and addressing customer needs, ensuring that all initiatives prioritize customer satisfaction and deliver maximum customer 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.Effectively refine initiatives and capabilities and produce clear and concise user stories.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.

Platform Improvement:

Partner with engineering to manage the improvement and upgrade to the underlying systems architecture to support agile development 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:

Take part in and champion agile ceremonies, such as sprint planning and retrospectives.Work with the team’s Scrum Master to continuously improve agile processes, enhancing team productivity and product quality.

Ideal Attributes and Qualifications:

Bachelor's degree or equivalent.Ability to conduct business in English.7+ years of experience in product management, with a focus on transformation programs, customer experience, and agile methodologies.Strong understanding of 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.Experience in the education 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.

 

Diversity, Equity & Inclusion 

We’re committed to equity and opportunity, so that all learners can realise the life they imagine and see themselves in our services and products. We believe learning is a powerful force for change and that diversity, equity and inclusion are fundamental to who we are. We’re committed to addressing all forms of systematic racism, discrimination and inequality in everything we do. We also believe in giving everyone in the company the chance to help shape a more inclusive culture, in which everyone feels a sense of belonging and in which everyone acts with integrity day-in, day-out. To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience. We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity. 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.  We are a Stonewall Gold and Top 20 LGBT+ inclusive employer, Investors in People Gold, Race Charter signatory, Disability Confident employer and Working Mums Top Employer.