Head of Product - Customer Experience in London

Hi! We’re UW. We’re on a mission to take the headache out of utilities by bringing energy, broadband, mobile and insurance together into one simple place — one app, one bill, real savings. With 1.3 million customers and ambitions to double in size, UW is transforming its digital customer experience to drive self-service, reduce friction, and create intuitive, habit-forming journeys at scale.

This is a foundational leadership role, suited to an emerging product leader stepping into broader ownership, with scope to scale team and remit over time. If you want to make a measurable impact quickly and build something customers genuinely value, read on.

What you will do

You’ll join a high-autonomy product environment, working closely with Engineering, UX, Data, Operations and Marketing. You’ll help shape how UW delivers digital experience at scale, initially working with a small number of empowered squads in a low-maturity but high-impact environment.

We deliver progress

• Transform the digital experience: Turn a fragmented, legacy journey into a modern, intuitive, high-performing app used regularly by customers.
• Deliver measurable improvements: Focus on onboarding, conversion, retention, engagement and self-service adoption.
• Lead hands-on from day one: Operate as a player–coach, personally driving delivery and experimentation while shaping the foundations of the Digital Experience function.
• Drive experimentation and evidence-led decision making: Run and interpret A/B tests at scale to guide product decisions and customer behaviour change.
• Own and execute the DX product strategy: Align the digital experience strategy and roadmap with UW’s goals.
• Collaborate cross-functionally: Work from concept through delivery and establish product KPIs to ensure customer and business value.

The role is expected to start hands-on with a small team, with leadership scope expanding as the Digital Experience function matures.

Qualifications

You combine strong consumer product craft, deep experimentation experience and the drive to improve customer experiences quickly.

• Experience: Improving high-adoption digital products and working on consumer apps with 200k+ active users.
• Experimentation & funnel improvement: Strong hands-on A/B testing and experimentation capability.
• Behavioural and customer-centric design: Ability to create intuitive, empathetic, behaviour-changing experiences grounded in research, data and customer psychology.
• Leadership suited to an evolving environment: Experience owning complex product areas or leading small product teams.
• Level alignment: Ideal backgrounds include Principal PM, Group PM, or early Director-level leaders who have owned meaningful customer journeys.

Essential experience:

• Strong experience in Senior Product Management focused on digital customer experience.
• Track record of owning complex product portfolios.
• Deep understanding of CX, digital platforms and customer engagement.
• Excellent stakeholder management.
• Experience managing or mentoring product people.
• Ability to work at pace, delivering exceptional customer outcomes.

(Nice to have) Experience working in regulated or complex operating environments.

Why pick UW?

We’ve got big ambitions — you’ll face meaningful challenges and have the support to do some of the most impactful work of your career.

• Industry-benchmarked salary (shared at first conversation)
• Share options & Save As You Earn
• Remote-first with access to UK hubs
• Work-from-anywhere for up to 2 weeks per year
• Discounts on UW services & free Cashback Card
• Matched pension & life assurance (4× salary)
• Family-friendly policies
• Private health insurance, EAP & Virtual GP
• Belonging groups shaping an inclusive culture
• Clear progression through our Product career framework

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do. We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.

Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.