Senior Product Manager

Senior Product Manager - Customer Journey

360 Resourcing Solutions

Location:
United Kingdom , Wigan

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a Senior Product Manager to lead the customer experience across some of the Tote’s most critical journeys. In this role, you will be responsible for shaping and strengthening the core experiences that build customer trust and drive engagement throughout the entire lifecycle. You will own key areas covering onboarding, risk and compliance—including Know Your Customer (KYC), Anti-Money Laundering (AML), Payments, and Fraud—ensuring our customers enjoy seamless, intuitive experiences while maintaining the protections and controls essential in a highly regulated industry. This position is highly cross-functional, working alongside teams across Compliance, Legal, Engineering, BI, Commercial, Operations and Product. You will balance customer experience, operational efficiency, and regulatory requirements to ensure the Tote continues to deliver a safe, compliant, and engaging product experience.

Job Responsibility:

Define and lead the Customer Journey Product strategy
Work with key stakeholders to develop a compelling vision for sustainable long-term revenue growth
Collaborate closely with the Product Director and CPTO on the broader Product Vision, as well as team culture and ways of working
Prioritise and shape the roadmap across customer onboarding and compliance in response to evolving business, regulatory and customer needs
Use data and customer insights to identify friction points, evaluate improvement opportunities, and simplify the onboarding experience to maximise conversions without compromising risk mitigation or regulatory obligations
Help stakeholders understand key success metrics, ensuring alignment on progress toward Customer Journey outcomes and how these initiatives contribute to wider business goals
Use product analytics to inform decisions and test the performance of new ideas
Partner with commercial and marketing teams on acquisition and retention strategies
Manage strong relationships with third-party providers to ensure efficiency, quality, and timely delivery
Work with Compliance and Operations teams to ensure regulatory commitments are met
Mentor and support the development of junior product managers
Stay abreast of regulatory frameworks, industry trends, and competitor offerings, continually seeking ways to innovate, reduce friction, and enhance compliance

Requirements:

At least 5+ years of Product Management experience within a highly regulated industry such as Gambling, Banking or FinTech
Proven track record of achieving strong results
Experience across areas such as low-friction sign-up experiences, acquisition funnels, AML, KYC, identity verification, Payments & Fraud, and building or optimising risk and compliance frameworks—particularly within onboarding journeys
Lean, experimental mindset
Strong analytical skills
Data-driven approach
Experienced in leading cross-functional teams and managing complex stakeholder relationships, especially with Legal, Compliance, and Operations
Exceptional communication and collaboration skills
Ability to lead through influence
Comfortable navigating ambiguity, breaking down complex challenges into actionable steps, and consistently delivering meaningful customer impact

What we offer:

Competitive Basic Salary
Discretionary Bonus Scheme
Company Shares Option Plan
Contributory pension scheme
Life insurance (4 x basic salary)
Simply Health Cash Plan
Holiday entitlement (33 days inclusive of bank holidays)
Study Support and opportunity for progression and development
Confidential 24/7 365 employee assistance helpline
Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
Regular social events, charity events and volunteering opportunities

Additional Information:

Job Posted:
January 04, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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