Product Manager - Switching

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential.

That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

We’re looking for a Product Manager - Switching to lead and improve the journeys customers take when they switch to or from British Gas. Switching is one of the most important customer and agent moments, and this role ensures those journeys are smooth, reliable and well‑supported.

This role begins once a sale is completed and spans account creation, industry registrations, progression to on‑supply and first bill, and when customers leave - objections, exit fees and final bill. A key commercial priority is reducing sales leakage and maximising the number of customers who successfully go on‑supply.

Working in the AX team, you’ll own the switching product and capability - shaping the tools, rules and improvements that help agents and operational teams handle switching journeys confidently and consistently. You’ll partner closely with operations who run the day‑to‑day processes as well as Digital Product Managers to ensure switching experiences remain aligned across all channels.

UK flexible with occasional travel to offices for ad-hoc team meetings.

• Own and improve the switching capability for both gaining and losing customers, ensuring journeys are simple, predictable and easy for colleagues to support.

• Maximise successful onboarding by strengthening the journey from sale, account setup, on‑supply and first bill, reducing friction and minimising sales leakage.

• Enhance agent tools and guidance so frontline and back‑office colleagues can confidently resolve switching queries and manage complex cases.

• Lead the development and prioritisation of switching capability across account setup, industry flow handling (DTN, IX, CSS, DIP, DCC), objection management, ET resolution and billing.

• Strengthen the loss journey by ensuring objections are raised accurately and promptly and that customers receive clear, accurate final bills on time.

• Work closely with CX and Digital Product Managers to ensure switching communications and touchpoints align across the wider customer experience.

• Drive performance across key switching metrics including switching time, ET rates, objection accuracy, First Bill On Time and Final Bill On Time.

• Collaborate with operations, billing, metering and industry teams to identify and remove switching bottlenecks and improve overall journey reliability.

• Operate confidently within the FMRSswitching framework and maintain awareness of upcoming changes such as MHHS.

• Use data, insight and operational feedback to design improvements that make switching faster, clearer and more effective for customers and colleagues.

• Proven experience in Product Management, including backlog ownership, writing user stories, defining requirements and working within agile delivery teams.

• Strong understanding of energy switching and industry flows (DTN, IX, CSS, DIP, DCC).

• Data‑driven approach, comfortable using performance metrics, operational insights and failure analysis to guide decisions and measure outcomes.

• Experience working effectively with engineering/technology teamsto deliver product changes in complex enterprise environments.

• Ability to work…