Technology and data underpin everything we do at TfL. From mission critical systems that govern the movement of trains to the development of complex fares and ticketing revenue collection software, technology has become the driver of all aspects of our business. Vast amounts of data is generated as a by-product and used to improve services for our customers.
As a Digital Product Manager, you will join a highly collaborative and creative area of TfL Technology and Data (T&D). TfL Digital looks after TfL’s digital customer experiences (websites, apps and digital in-station display screens) across all travel modes. It covers both the customer-facing interfaces and the enabling technologies that directly power those interfaces (including the TfL ID account and journey planning engine), and work with users of our open data to deliver services on 3rd party platforms.
Information about the role and team
As a Digital Product Manager, you’ll work alongside experienced designers, digital analytics and insight experts and technology experts. You will support the Senior Product Manager by taking ownership of one or more product areas, helping to define and drive forward outcomes and a roadmap. You might be working on supporting customers as they plan and travel around London or helping to deliver a single identity system across digital channels.
You could be championing accessibility, air quality and active travel or perhaps delivering novel ways of providing help and support. The Product Manager supports the Senior Product Manager in being the primary interface with operational business areas, ensuring relationships are strategically managed and working with the wider T&D function to ensure all TfL stakeholders have a clear understanding of product direction.
You will need a thorough awareness of digital technologies and agile delivery methods. You will have a knack for product innovation with one eye on the future and the ability to articulate a product vision and get buy-in from stakeholders across the organisation. You will be delivery-focused with an awareness of budget and operational needs. You will have previous experience working with complex digital products. This Product Manager role will initially focus on developing personalisation platform capabilities that drive tailored customer experiences in TfL Go and other digital channels. This will involve: - Shaping the digital strategy for personalisation, with a focus on how this can support wider TfL objectives. - Leading discovery activities, working closely with Data Science colleagues to explore the available datasets, tools and algorithms. - Working with colleagues from the Customer team to identify behaviour change levers to inform the personalisation proposition across our customer-facing channels. - Working with D&A and Digital colleagues to define a roadmap for the delivery of the personalisation platform. - Defining the success criteria and owning key metrics for the personalisation platform. Co-owning the success measures of customer-facing features that use it. - Evangelising and gaining buy-in from stakeholders across TfL for data-driven personalisation, including the additional business benefits we can gain from this customer insight.
Knowledge or experience of the following would be a distinct advantage: - Data products and services - Identity platforms - Behaviour change psychology
Other Key Accountabilities • Work with stakeholders across TfL to ensure that your products support and deliver business outcomes in line with T&D and Digital strategies. • Understand and champion the needs of TfL’s customers (i.e. the travelling public in London). • Own, manage and maintain pan-TfL roadmaps for your products that meet business and customer needs in a cost effective and efficient manner. • Ensure your TfL product roadmaps are informed by and exploit relevant opportunities presented within the wider technology and data marketplace. • Work with experienced designers, solution architects, development, delivery, and operational teams to define, build and iterate against your product roadmap. • Define and own the performance metrics for your products. • Own product-related engagements between Digital and the wider TfL stakeholder community, ensuring stakeholders are adequately managed and clear direction is maintained.
Skills, Knowledge & Experience
What we'd like from you: Given the focus of this role on personalisation platform capabilities, we are looking for someone with a strong technical understanding and experience working with big data sets, personal data, machine learning, and AI. This could be in either a technical or product management capacity.
We recognise you may not have all the skills, knowledge, and experience listed, so don’t let that put you off applying if you think you would be a good fit for the role. We’re looking for someone who is passionate about creating user-centric products that make Londoners’ lives easier. A self-starter who is happy to take the initiative, juggle multiple priorities, and manage a wide range of stakeholders. Someone who takes a data-driven approach and combines this with other types of insight and can balance business and customer needs to get the best outcomes.
Skills
• Able to define and implement product development strategies and product roadmaps. • Ability to establish, document and prioritise business and customer needs and outcomes – using a range of product techniques. • Ability to define outcomes and ideas to meet these outcomes, working out ways to test the assumptions behind the ideas to increase confidence in them before they are built. • Strong interpersonal skills, including the ability and gravitas to influence at senior levels positively. • Strong planning, problem-solving skills and prioritisation abilities. • Demonstrable mix of creative and technical flair, commercial realism and a pragmatic ‘can-do’ approach. • Demonstrable ability to develop practices of continuous product improvement in the team. • Resilience to work in a challenging environment – with cost pressures and many different priorities and stakeholders to manage.
Knowledge
• Educated to degree level or possess relevant equivalent professional experience. • Knowledge of relevant legislation pertaining to information management within the Government/Public/Transport Sector – e.g. Data Protection Act. • Good knowledge of relevant product domains, including a current overview of the main developments within the industry and macro-level drivers for change. • Knowledge of both agile and waterfall programme delivery methods (e.g. MSP, Agile, SCRUM or PRINCE 2).
Experience
• Successfully managed complex technology, data, or digital products, delivering value within an organisation of size, complexity, and budget that was similar to TfL. • Experience in product ownership and management, ideally gained within a large, demanding organisation with multiple stakeholder groups and operations. • Experience in core product skill set (business and customer needs identification, outcomes definition and prioritisation, requirements analysis and definition, idea and assumption testing). • Experience working to bring customer, business and technology needs together to shape and deliver business outcomes.
Equality, diversity and inclusion We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Application Process
• Please apply using your CV and Cover Letter. The covering letter is to describe what interests you about the role and how you meet the skills, knowledge and experience required for the role. Word format preferred and does not include any photographs or images. • Following this, if you are short-listed, there will be a competency-based interview with a pre-prepared case study presentation. The closing date for applications is 05/12/2024 @ 23:59. We may close this advert early if we receive a high volume of suitable applications.
Benefits In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include: • Final salary pension scheme • Free travel for you on the TfL network • A 75% discount on National Rail Season Ticket and interest-free loan • 30 days annual leave plus public and bank holidays • Private healthcare discounted scheme (optional) • Tax-efficient cycle-to-work programme • Retail, health, leisure and travel offers • Discounted Eurostar travel
