Senior Product Manager - Customer Journey

We are looking for a Senior Product Manager to lead the customer experience across some of the Tote's most critical journeys. In this role, you will be responsible for shaping and strengthening the core experiences that build customer trust and drive engagement throughout the entire lifecycle. You will own key areas covering onboarding, risk and compliance including Know Your Customer (KYC), Anti-Money Laundering (AML), Payments, and Fraud, ensuring our customers enjoy seamless, intuitive experiences while maintaining the protections and controls essential in a highly regulated industry. This position is highly cross-functional, working alongside teams across Compliance, Legal, Engineering, BI, Commercial, Operations and Product. You will balance customer experience, operational efficiency, and regulatory requirements to ensure the Tote continues to deliver a safe, compliant, and engaging product experience.

What Youll Be Doing

• You will define and lead the Customer Journey Product strategy, working with key stakeholders to develop a compelling vision for sustainable long-term revenue growth.
• You will collaborate closely with the Product Director and CPTO on the broader Product Vision, as well as team culture and ways of working.
• Your role will include prioritising and shaping the roadmap across customer onboarding and compliance in response to evolving business, regulatory and customer needs.
• Using data and customer insights, you will identify friction points, evaluate improvement opportunities, and simplify the onboarding experience to maximise conversions without compromising risk mitigation or regulatory obligations.
• You will help stakeholders understand key success metrics, ensuring alignment on progress toward Customer Journey outcomes and how these initiatives contribute to wider business goals.
• You will use product analytics to inform decisions and test the performance of new ideas.
• Additionally, you’ll partner with commercial and marketing teams on acquisition and retention strategies, and manage strong relationships with third-party providers to ensure efficiency, quality, and timely delivery.
• Working with Compliance and Operations teams, you will ensure regulatory commitments are met.
• As a senior member of the team, you will also mentor and support the development of junior product managers.
• Finally, you will stay abreast of regulatory frameworks, industry trends, and competitor offerings, continually seeking ways to innovate, reduce friction, and enhance compliance.

What We Are Looking For

• You will bring at least 5+ years of Product Management experience within a highly regulated industry such as Gambling, Banking or FinTech.
• You should have a proven track record of achieving strong results and experience across areas such as low-friction sign-up experiences, acquisition funnels, AML, KYC, identity verification, Payments & Fraud, and building or optimising risk and compliance frameworks particularly within onboarding journeys.
• A lean, experimental mindset, strong analytical skills, and a data-driven approach are essential.
• You should be confident using insights to identify opportunities, make strategic trade-offs, and guide product direction.
• We’re looking for someone experienced in leading cross-functional teams and managing complex stakeholder relationships, especially with Legal, Compliance, and Operations.
• Exceptional communication and collaboration skills are key, as is the ability to lead through influence.
• You should be comfortable navigating ambiguity, breaking down complex challenges into actionable steps, and consistently delivering meaningful customer impact.

What’s in it for you?

• At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do.
• Within this role you'll develop a broad range of skills and experiences that can enhance your career at the Tote.
• Additionally, our company benefits package includes:

• Competitive Basic Salary
• Discretionary Bonus Scheme
• Company Shares Option Plan
• Contributory pension scheme
• Life insurance (4 x basic salary)
• Simply Health Cash Plan
• Holiday entitlement (33 days inclusive of bank holidays)
• Study Support and opportunity for progression and development
• Confidential 24/7 365 employee assistance helpline
• Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
• Regular social events, charity events and volunteering opportunities