Customer Portal Product Manager

The Customer Portal Product Manager is responsible for leading the vision, roadmap, and delivery of the Unilode Customer Portal, a key component of Unilode's digital and analytics ecosystem. This role acts as the strategic link between business needs, operational requirements, and technology delivery, ensuring that portal developments enhance visibility, control, and value for our customers. This role oversees the end-to-end lifecycle of product development, from requirement gathering and prioritisation to feature release and user adoption. The role requires strong collaboration with internal and external stakeholders and agile delivery teams, ensuring user-centric, scalable, and secure solutions. It is instrumental in shaping the customer-facing digital experience and driving operational and commercial outcomes.

The scope of this role includes strategic product planning, feature prioritisation, agile delivery, user engagement, compliance alignment, and performance monitoring. It spans multiple stakeholder groups including engineering, UX/UI, data teams, operations, and customer success. The Customer Portal Product Manager ensures business and customer value is delivered consistently through high-performing digital capabilities, while ensuring development aligns with resource availability and IT governance.

Key Responsibilities:

Product Strategy

Business Insight, Customer Focus, Courage

• Define, own, and continuously evolve the product vision and strategic roadmap for the Customer Portal.
• Determine development timelines and feature priorities based on customer requirements, business goals, and resource capacity.
• Translate strategic objectives into structured, prioritised product backlogs with clear value propositions.
• Coordinate development and release planning for internal and external user features.

User Engagement

Collaborate, Customer Focus, Drive Results

• Engage proactively with customers, internal teams, and business users to gather requirements and feedback.
• Represent customer needs in development discussions, ensuring features enhance user experience and functionality.
• Facilitate cross-functional collaboration to manage trade-offs and deliver user-centric outcomes.

Agile Product Delivery

Ensure Accountability, Drive Results, Financial Acumen

• Operate as Product Manager within Agile/Scrum teams, maintaining and prioritising a dynamic product backlog.
• Collaborate with Full Stack Engineers, UX/UI Designers, and Data Engineers to define and deliver high-impact features.
• Define acceptance criteria and validate product increments prior to release.

Continuous Improvement

Customer Focus, Drive Results, Business Insight

• Monitor product performance using KPIs, usage analytics, and customer satisfaction scores.
• Lead product review sessions and integrate learnings into future sprints.
• Identify and implement opportunities for platform optimisation, automation, and innovation.

Product Governance

Ensure Accountability, Financial Acumen, Courage

• Ensure all developments meet Unilode's IT security, data protection, and compliance standards.
• Proactively manage product risks and interdependencies.
• Maintain up-to-date product documentation and communicate roadmap status to key stakeholders.
• Additional duties as assigned.

Our Values in Action:

• Be humble and curious: Actively seek feedback and customer insight to improve the portal experience.
• Inspire, empower and prosper: Champion collaboration across teams to bring customer-focused features to life.
• Team up to be better: Work closely with developers, designers, and data teams to deliver value through teamwork.
• Be passionate about our customers: Build digital tools that simplify access, insight, and action for our users.
• Take ownership and get stuff done: Lead delivery with accountability and urgency.
• Be eager to win: Drive continuous product improvement and innovation in a fast-paced digital landscape.
• Build a better future: Shape the future of digital service delivery through scalable, intuitive design.

The Small Print

This role is critical to advancing Unilode's digital product strategy. The Product Manager must be able to balance competing priorities and influence stakeholders while keeping customers at the centre of all decisions. The ability to lead product planning, translate business needs into digital solutions, and work cross-functionally with delivery teams is essential.

The successful candidate will demonstrate sound judgement, attention to detail, and resilience in a dynamic environment. They will be expected to take ownership of delivery outcomes, maintain high standards of documentation, and ensure alignment with Unilode's technology, customer, and compliance requirements. This document outlines the scope of the role, its alignment with Unilode's competencies and values, and is not an exhaustive list of responsibilities.

Requirements:

Skills and Experience

• Proven experience as a Product Owner, Product Manager, or Business Analyst in IT or digital product environments.
• Experience with B2B customer-facing portals or digital platforms.
• Strong understanding of UX/UI principles and tools (e.g. Figma or equivalent).
• Excellent stakeholder engagement and communication skills across technical and non-technical groups.
• Analytical skills with the ability to draw insights from data to guide decision-making.
• In-depth understanding of Agile/Scrum frameworks and hands-on experience with backlog management.
• Awareness of IT security, data privacy, and regulatory compliance requirements.