Senior Product Manager – Customer, Access & Identity

Senior Product Manager – Customer, Access & Identity

Department: Product & Technology

Employment Type: Full Time

Location: London

Reporting To: Group Product Director

Description

We are looking for an experienced Senior Product Manager to take the lead on our Customer, Access and Identity roadmap, owning a portfolio of initiatives that bring together our customer data and modernise how customers access our products. This is a pivotal role in shaping how we identify, authenticate, and understand our customers across the business, and in turning a newly combined organisation into a single, coherent customer experience.

You will own the product vision, strategy, and roadmap for access and identity, leading the implementation of Zephr as our central access management platform and driving the roll‑out of single sign‑on (SSO) and SAML across our estate. Working closely with Engineering Leads, Data teams, Commercial and Operations stakeholders, and third‑party vendors, you will translate a complex, cross‑system landscape into a clear, prioritised delivery plan, and hold the line on what “good” looks like technically and commercially.

As a recently merged business, we want to make the most of our data: providing consistent, joined‑up experiences for our customers, smoother processes and better insight for our teams, and greater value from our customer intelligence overall. This is a hands‑on role for someone comfortable moving between strategy and detail, who is technically and data literate, and who can carve a clear line on improvements and see them through. Ideally you will have led projects of comparable scale and complexity before.

Key Responsibilities

• Own the product vision, strategy, and roadmap for Customer, Access and Identity, aligning multiple initiatives behind a clear set of outcomes and success measures.
• Lead the implementation of Zephr as the central access management platform, defining the target model for how customers, accounts, and entitlements are structured and how access is granted, maintained, and reported.
• Drive the roll‑out of SSO and SAML across our products and systems, ensuring a secure, consistent, and low‑friction authentication experience for customers and internal users alike.
• Lead the work to bring together customer data from across the merged business, establishing a single, trusted view of the customer that supports both customer-facing experiences and internal decision‑making.
• Partner with Product Managers, Engineering Leads, Data teams, and business stakeholders to translate strategic goals into prioritised roadmaps, requirements, milestones, and clearly defined success measures.
• Champion consistent, joined‑up customer experiences, removing the fragmentation that can follow a merger and ensuring customers are recognised and served consistently wherever they interact with us.
• Improve internal processes and insight, giving teams smoother workflows and better, more reliable data to work from, and optimising the value we draw from our customer intelligence.
• Manage cross‑system integrations and third‑party dependencies, coordinating with vendors and internal teams to align schedules, releases, and handovers and to reduce delivery risk.
• Identify, prioritise, and drive improvements across the access and identity landscape, making clear decisions on scope and trade‑offs and holding teams to a high standard of technical and data quality.
• Provide clear visibility of progress, risks, dependencies, and decisions to stakeholders at all levels, translating technical detail into concise business updates and escalating early where needed.
• Work effectively across global teams, coordinating stakeholders, engineering, and delivery partners in different regions and time zones to keep initiatives aligned and moving.
• Define and track the metrics that matter, using data and customer insight to measure impact, inform prioritisation, and continuously improve outcomes over time.

Skills, Knowledge and Expertise

• Proven senior product management experience delivering initiatives in customer data, access, identity, or closely related domains, with clear end‑to‑end ownership from strategy through to delivery.
• Strong technical and data literacy, comfortable engaging deeply with engineering and data teams on architecture, integrations, and data models without needing everything simplified.
• Practical understanding of access management and identity concepts, ideally including access management platforms such as Zephr (or similar), together with SSO, SAML, and broader authentication and entitlement models.
• Experience bringing together and making use of customer data across systems, with familiarity with customer data platforms, CRM, subscription or entitlement systems, and the challenges of building a single view of the customer.
• Demonstrable experience leading projects of significant scale and complexity, ideally including post‑merger or cross‑system integration work involving multiple stakeholders and legacy platforms.
• Confident communicator and decision‑maker, with strong stakeholder management and facilitation skills and the ability to carve a clear direction and bring teams and leadership along with it, including experience working across globally distributed teams and time zones.
• Strong command of core product and delivery disciplines, including roadmap and backlog prioritisation, dependency and risk management, and stakeholder reporting, with comfort working across Agile and phased delivery approaches.
• Experience in information services, publishing, subscriptions, or similarly complex data‑rich environments would be beneficial, as would experience with content and data ingestion, metadata management, workflow optimisation, or AI‑enabled processes, and a relevant qualification in product management or delivery.

Benefits

Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:

• Start of employment:
  
  • Eye care
  • Employee Assistance Programme
  • A day off for your birthday
• After 3 months employment:
  
  • Pension (4% employer contribution and 4% employee contribution)
• After 4 months employment:
  
  • Life assurance
• After probation:
  
  • Cycle to work scheme
  • Season ticket loan
  • £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
  • Puregym access
  • Perks at work platform access
• After 1 year service:
  
  • Private healthcare
• Additional Perks:
  
  • Company socials
  • Access to Employee Affinity Networks
  • Mentoring scheme
  • Volunteering Day
  • Mortgage Advice
  • Work from anywhere (2 weeks)
  • Generous parental leave

We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.

‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’