Director, Product Operations

Position: Director, Product Operations & Experience
Location: Greater London

Director, Product Operations & Experience page is loaded## Director, Product Operations & Experience locations:
G
-London-5 Canada Square time type:
Full time posted on:
Posted Todayjob requisition :
R0114398
** About the Role
** We’re hiring a senior leader to build and run the unified Product Experience & Operations function that powers a modern, evidence-driven, dual-track product organisation. You will stand up the central backbone for product lifecycle, insights, experimentation, and enablement—bringing UX Research, Design Ops, Product Ops, and UAT together under one operating model. Your mandate is to embed continuous discovery and delivery across squads, organise around customer-centric Product Areas, and make decisions with a KPI tree anchored on Net Revenue Retention.
** Key Responsibilities
** Process Design & Optimisation
* Define, document, and continuously improve the end-to-end product lifecycle (intake → discovery → delivery → launch → post-launch), with clear artefacts, RACI and stage gates.
* Standardise templates and operating cadences (roadmaps, portfolio reviews, OKRs) to reduce duplication and improve flow from evidence to decision.
* Establish the Product Council operating rhythm tied to an outcome-based planning process (OKRs), ensuring portfolio alignment to the KPI tree.

Data & Analytics Enablement
* Drive product instrumentation and telemetry; deliver self-serve, real-time dashboards for adoption, retention, and product health.
* Build a top-to-bottom KPI tree linked to division North Star metrics, with NRR/GRR as primary outcomes for prioritisation and post-launch reviews.

Customer & Market Insights
* Stand up an always-on discovery program (JTBD interviews, usability testing, design partner councils) and a central VOC/insights repository and decision log used by all squads.
* Systematically synthesise qualitative and quantitative signals into risk-adjusted opportunity assessments to inform business cases and roadmaps.

Cross-Functional Program Leadership
* Lead the change to customer-centred Product Areas and persistent squads; embed dual-track (discovery + delivery) practices across the portfolio.
* Orchestrate cross-disciplinary taskforces (Product, Engineering, Data, Compliance, GTM) to deliver the transformation roadmap and early wins.

Tooling & Automation
* Select and operate the stack for backlog/roadmap, discovery management, documentation, feature-flagging/A-B testing, and product analytics.
* Pilot LLM-assisted synthesis for research, workshop materials, and persona updates to increase throughput and decision speed.

Training & Enablement
* Design onboarding and practice training (discovery methods, OKRs, analytics fluency, writing great PRDs) with self-serve content to scale adoption of standards.

UAT & Experience Quality
* Establish the UAT function and governance to reduce escaped defects and raise reliability in a regulated domain;
* Own UX strategy, standards, and the multi-product design system (tokens/components/patterns) with clear governance (design crits, DoR/DoD, design QA), content & IA standards, and an accessibility baseline (WCAG 2.2 AA) embedded across discovery-to-delivery.
* Operationalise, enable, and measure UX at scale: partner with Engineering for system parity (e.g., React/Storybook), performance & accessibility testing; run UX enablement (playbooks, templates, training) and dashboards tracking task success/time-on-task/error rate, SUS/CSAT, accessibility conformance, and design-debt burn-down.
** Qualifications & Skills
** Experience* 10+ years across Product/UX/Operations with proven success building central Product Ops and scaling discovery-to-delivery practices in multi-product portfolios.
* Track record of implementing insights repositories, KPI trees, and portfolio governance that improve NRR/GRR and time-to-value.

Education
* Technical degree (e.g., Engineering/CS) preferred.

Technical Skills
* Hands-on with BI/analytics (e.g., Power BI), Agile tooling (Jira/Confluence), product analytics, feature-flag/A-B platforms, and discovery tools.

Analytical & Strategic Thinking
* Expert at market sizing, opportunity assessment, and translating discovery evidence into…