Product & Experience Manager

We are looking for a Product & Experience Manager to drive the development, improvement and adoption of our products and customer experiences across our mental healthcare and child development ecosystem.

The role will sit at the intersection of customer needs, clinical requirements, business objectives, technology and design. The person will identify opportunities, define solutions, work with internal and external teams to execute them, and measure whether they are creating meaningful impact.

Key Responsibilities

1. Product Ownership

Own the product roadmap and prioritisation of features and improvements.Identify product opportunities based on customer feedback, business requirements and emerging trends.Translate ideas and requirements into clear product briefs, user stories and feature specifications.Work closely with technology and development teams to take products from concept to launch.Coordinate product testing, feedback, iterations and launches.Ensure products are continuously improved based on usage and feedback.2. Customer Experience

Map the end-to-end customer journey across our services and digital platforms.Identify gaps, friction points and opportunities to improve the customer experience.Understand the needs of different stakeholders including clients, parents, psychologists, therapists, counsellors, schools and internal teams.Conduct customer/user feedback exercises and translate insights into actionable improvements.Develop initiatives that improve onboarding, engagement, retention and overall customer satisfaction.3. Digital Products & Platforms

Drive the development and enhancement of digital platforms, apps and technology-enabled services.Work with UX/UI teams to ensure products are intuitive, accessible and engaging.Evaluate new technologies, automation and AI opportunities that can enhance user experience and operational efficiency.Ensure digital products remain aligned with clinical, ethical and organisational requirements.4. Cross-functional Collaboration

Act as the bridge between business, clinical, operations, marketing, technology and design teams.Gather requirements from stakeholders and prioritise them based on impact and feasibility.Manage multiple projects and stakeholders simultaneously.Ensure timely execution and clear communication of product priorities.5. Product Analytics & Performance

Define and monitor product KPIs.Track user acquisition, activation, engagement, feature adoption and retention.Analyse customer behaviour and identify opportunities for improvement.Use data, customer feedback and business outcomes to make product decisions.Present regular product performance updates to leadership.6. Innovation

Identify new opportunities to improve how mental healthcare and child development services are accessed and experienced.Develop and test new product concepts and pilots.Research relevant technology and consumer experience trends.Collaborate with clinical teams to ensure innovation is meaningful, responsible and appropriate.Key Deliverables

Product roadmap and prioritisationCustomer journey mapsProduct requirement documents / user storiesFeature development and launch plansUser feedback and insightsProduct performance dashboardsProduct adoption and engagement initiativesNew product/feature pilotsContinuous customer experience improvementsKey KPIs

Product adoption and active usersFeature adoption and engagementCustomer satisfaction / NPS / CSATCustomer retention and repeat engagementCustomer journey drop-offsProduct launch timelinesUser feedback resolutionDigital conversion and engagementBusiness impact generated through product initiativesSkills & Competencies

Strong product management and ownership mindsetCustomer-centric thinkingExcellent project and stakeholder managementStrong analytical and problem-solving skillsExcellent communication and presentation skillsUnderstanding of UX/UI and customer journey designAbility to work effectively with technology and development teamsAbility to convert ambiguous ideas into structured solutionsStrong execution and follow-throughComfortable working in a fast-paced, evolving environmentQualification & Experience

Bachelor's or Master's degree in Business, Technology, Design, Healthcare Management or a related field.48 years of experience in product management, digital products, customer experience, healthcare technology or a related field.Experience managing consumer-facing digital products or service platforms is preferred.Experience in healthcare, mental healthcare, education or child development will be an added advantage.Ideal Candidate

We are looking for someone who can think like a product manager, understand like a customer and execute like a project leader.

The ideal candidate should be curious, highly organised, commercially aware and comfortable working across clinical, technology and business teamswith a strong focus on creating products and experiences that people actually want to use.

Compensation: .