Product Manager Service Design

Position: Product Manager – Service Design experience
Product Manager – Service Design experience!

We are looking for a Product Manager with a strong focus on end-to-end customer journeys and lifecycle thinking to shape and grow our rewards, perks, and cash-incentive propositions.

This role fills a key capability gap: embedding service design thinking within product delivery. The successful candidate will connect customer journeys to execution, ensuring the rewards experience feels coherent, valuable, and intentional from onboarding through to long-term engagement.

While acquisition is performing strongly, this role is squarely focused on reducing early churn and increasing long-term loyalty by delivering meaningful, ongoing value through our rewards ecosystem.

Candidates may come from a Product Management, Product Ownership, or Service Design background, provided they bring strong experience in end-to-end journey design, ideally within loyalty, rewards, incentives, fintech, or subscription-based products.

The Role

You’ll work closely with the Head of Product and cross-functional teams across engineering, design, data, marketing, and commercial partnerships. Your core responsibility will be to own and optimise the in-app rewards journey, ensuring it aligns with customer needs, business goals, and delivery realities.

You’ll take a holistic view of the customer lifecycle—connecting touchpoints, identifying friction, and ensuring rewards, perks, and incentives feel relevant, timely, and easy to understand throughout a customer’s relationship with the product.

Key Responsibilities

Own and evolve the rewards, perks, and cash-incentives roadmap, aligned to customer lifecycle stages

Design and optimise end-to-end customer journeys, ensuring rewards experiences feel joined-up and purposeful

Improve clarity, relevance, and usability of reward features to drive engagement and retention

Analyse customer behaviour, reward usage, and drop-off points to identify opportunities to reduce churn

Collaborate with UX/UI, engineering, marketing, data, and commercial teams to deliver a cohesive service experience

Apply service design thinking to connect customer needs, product decisions, and delivery outcomes

Gather insights through research, testing, and feedback to continuously refine the rewards proposition

Support the expansion and optimisation of the perks and partnerships ecosystem

Communicate product vision, performance insights, and recommendations clearly to stakeholders

Key Requirements

Experience as a Product Manager, Product Owner, or Service Designer in a digital, customer-centric environment

Strong capability in end-to-end journey mapping and customer lifecycle thinking

Experience with loyalty, rewards, incentives, or value-driven digital products is highly desirable

Understanding of customer engagement, retention strategies, and churn reduction

Comfortable using data and insights to inform product and journey decisions

Strong stakeholder management and cross-functional collaboration skills

Experience in financial services, fintech, e-commerce, or subscription-based products is a plus

Why Join?

Play a pivotal role in shaping a rewards proposition that directly impacts customer loyalty

Help embed service design capability within product delivery

Work in a collaborative, forward-thinking digital environment

Competitive salary and benefits package

Opportunity to deliver visible, meaningful customer impact

Benefits:

Hybrid Working

Birthday off

Training and Development Budget

Interested? Please Click Apply Now!

Product Manager – Service Design experience