Product Lead - Customer Service

Location: City of Westminster

Senior Product Leader – Customer Experience Service Transformation

(Product Lead / Product Director / Head of Product / CPO level)

Public Sector | Contract | Attractive Market rate

We’re looking for a senior product leader to drive customer experience transformation across public facing services in a complex public sector environment.

This is a portfolio level role, leading end to end customer service products and services, setting vision and strategy, and shifting organisations towards outcomes based, product led delivery.

We want someone who can disrupt the status quo, challenge established ways of working, and materially improve how services are experienced.

What You’ll Do

* Own and lead the product vision and strategy for public facing customer service and experience

* Provide portfolio level leadership across complex, multi channel services

* Drive transformation of customer service models, platforms, and operating approaches

* Move delivery from activity and output focused to outcomes led product thinking

* Influence senior leaders and stakeholders across policy, operations, and digital

* Champion modern, user centred, data driven product practices

What We’re Looking For

* Senior level product leadership experience (Product Lead, Head of Product, Product Director, or CPO equivalent)

* Strong background in customer service and customer experience, ideally within public or highly regulated environments

* Experience leading complex portfolios, not just individual products or teams

* A credible disruptor — confident challenging legacy approaches and leading change

* Comfortable operating at scale, with visibility and impact at executive level

Final date to receive applications:
Close of Business Monday 26th January

- Smart Sourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all