Product Manager - Contact Centre

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services - we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

What you will do:

• Own the product backlog and delivery roadmap for our contact centre’s remote and colleague-assisted channels
• Translate the domain and platform strategy into clear squad-level outcomes, priorities, and acceptance criteria for unified communications across telephony, chat, and social media channels
• Lead the definition and build of a unified communications solution that gives colleagues one consistent way to support customers across telephony, chat, social media, and other channels
• Prioritise work by balancing customer value, business impact, delivery feasibility, technical health, and regulatory requirements across contact-centre and virtual servicing journeys
• Act as the primary product manager for the squad, making timely trade-offs to maintain delivery momentum on case# management and colleague scheduling initiatives
• Partner closely with Engineering, Architecture, Operations, Risk, and Compliance to ensure solutions are viable, secure, and meet regulatory standards
• Define and track success metrics such as customer outcomes, contact-resolution rates, colleague adoption, operational performance, and time-to-value for remote engagement channels
• Ensure alignment between squad delivery and wider colleague channels domain, platform, and enterprise priorities
• Actively manage dependencies across other squads and elevate risks or conflicts where required
• Use customer insights, data, agentic capability, and operational feedback to redefine human-assisted and virtual journeys

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

What you will need:

• Experience working as a Product Manager, Product Owner or similar role combined with a strong understanding of core banking products and customer journeys
• Demonstratable experience delivering products or features in a regulated and complex environment, utilising agentic capability to expedite requirement gathering and refinement
• Proven experience building a unified communications proposition from the ground up, bringing together telephony, chat, and social media into a single colleague-facing solution
• Strong facilitation skills for backlog refinement, planning, and stakeholder alignment sessions
• Familiarity with modern digital platforms, APIs, and system integration concepts, particularly telephony, chat, and contact centre technologies
• Exposure or familiarity with agentic tooling would be desirable, particularly voicebot or AI assisted colleague servicing
• Awareness of regulatory, risk, and control considerations in financial services
• Understanding of agile delivery models and how product management operates within them
• Excellent communicator who clearly articulates priorities, trade-offs, and outcomes while effectively influencing and collaborating across product, technology, operations, and control functions
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

Our promise to you…

• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Good luck!

#LI-Loveyourjobatlast