Design-led Product Analyst in Walsall

Location: Walsall, West Midlands

Package: Competitive & Benefits

Product at Echo

We are entering a new era of product at Echo. As the world’s water utilities seek to meet heightened expectations of service – from customers and industry regulators – and need to redefine citizens’ relationships with their most essential resource, we are on a mission to reimagine customer experience in water. Our flagship billing technology – Aptumo – is designed specifically for water utilities, and native to the Salesforce ecosystem. We work with 40% of the UK water industry, key clients in Australia, and are designing for growth. We believe that Aptumo is the essential heartbeat of an essential industry transformation; human‑led, technology enabled. We are building a new Product Squad to drive innovation and enhancements, together with our clients.

If you are passionate about transforming transactional service into meaningful relationships; designing for engagement and behaviour change; can straddle detailed process and big picture strategy, this is the role for you. We’re looking for change makers who want to make a difference, know how to collaborate, and can bring new ways of working to our business.

The Role

As a Product Analyst in the Product Squad, you will be client‑facing and a key source of insight. Working across our global markets, you will lead discovery to surface unmet user needs, shape opportunity spaces, and ensure every feature starts from a human question, not a system requirement. You will be leading on key strategic projects, capturing business context and organisational goals, regulatory requirements, and market opportunities. Working closely with UX and our technical delivery teams, your role is to define for positive business and customer outcomes, working closely with partners to transform end‑to‑end journeys and service blueprints. We want this role to act as the bridge between business objectives, user needs, and technical feasibility. You will be embedded in a multi‑disciplinary team, collaborating with UX, Engineering, SMEs and strategic partners. Working closely with our clients will be key to success, and so there is a requirement to travel for face‑to‑face workshops, research and design across the UK, as well as our HQ in Walsall to work with the wider Echo team. You will be given the opportunity to learn, grow, and innovate – working across global markets and with our strategic partners.

As a Design‑led Product Analyst, Your Responsibilities Will Be:

• Undertake user research to understand behaviours, needs and motivations of users, leveraging research insights to help define solution scope
• Incorporate and interpret water industry regulation as key requirements
• Lead discovery to identify unmet user needs and pain points, to frame problem statements that drive scope
• Define user needs, measurable outcomes and hypothesis statements that connect insight to business value
• Work closely with UX to shape flows, journeys and service concepts
• Create structured artefacts (process maps, journey maps, service blueprints, user stories, acceptance criteria) that link user insight to business value
• Test early concepts with users and stakeholders, validating feasibility and aligning the solution with both user‑centric and organisational requirements
• Develop a detailed knowledge of our product, demonstrate features to existing and potential clients
• Create and update documentation for new and existing functionality
• Communicate effectively with clients and stakeholders of all levels

What You’ll Need:

• At least 8 years’ experience across User Research /Product Design /BA/Service Design
• Ability to demonstrate: Analytical skills: systems thinking, insight synthesis, and opportunity framing
• Design‑led skills: user‑centred design techniques (personas, journeys, service blueprints); familiarity with design thinking
• Facilitation skills: conduct stakeholder interviews and manage user group forums, workshops across business, design and technical teams, and strong communication skills to translate
• Confidence producing lean artefacts (user stories, acceptance criteria, service blueprints, hypothesis statements) that guide teams from discovery through to delivery
• Familiarity with agile delivery and iterative design cycles
• The ideal candidate will have previous exposure to water/utility industry, utility billing and/or Salesforce product ecosystem
• Able to walk through requirements, demonstrate functionality and play back new functionality with clients
• Good team player, ability to work effectively in a team environment, sharing knowledge and skills and developing productive working relationships
• Focused and driven on achieving results and a drive to improve and continuously learn and develop
• Experience of managing ambiguity and undertaking forward planning
• Strong commercial focus and awareness
• Ability to manage own time effectively and adhere to deadlines and manage multiple priorities of work simultaneously

Preferred Qualifications:

• Degree level qualified or relevant equivalent qualification or experience
• Double Diamond / Design Thinking (e.g. IDEO, LUMA, Design Council)
• Service Design Network (SDN) certification
• Portfolio of user research and service design work as an alternative to formal credentials

What You’ll Get In Return:

• A competitive salary
• Hybrid working
• Pension scheme with employer contributions
• 20 days holiday + bank holidays
• A supportive and collaborative work environment where your ideas and contributions are highly valued
• Mentorship and guidance from experienced professionals
• 24/7 GP service
• Access to premier benefits – store discounts
• Employee Well‑being programme
• Free onsite parking
• Onsite gym

Who We Are:

Part of the South Staffordshire group, Echo Managed Services is a leading provider of billing software and outsourced customer service solutions. We pride ourselves on delivering outstanding results for our clients and cultivating a culture of innovation and growth. Join our team and become part of a forward‑thinking organisation that values collaboration, integrity, and continuous improvement.