About the Role

CustomerFirst is seeking an experienced and highly impactful Senior Product Manager to join the team. You'll play a leading role in radically reimagining public services.

You'll initially join the squad transforming DVLA's medical licensing service a complex, high-volume service that citizens rely on. You'll bring together colleagues across GDS and DVLA and across disciplines to deliver rapid changes to customers and to the colleagues providing the service.

Working across multidisciplinary teams, you'll turn insight into action, balancing strategic vision with hands-on delivery. You'll help shape product strategy, drive prioritisation and build the conditions for teams to succeed, while championing the modern, outcome-focused approaches that sit at the heart of the CustomerFirst mission.

Purpose of the Role

The role exists to ensure CustomerFirst delivers products and services that create meaningful value for users while supporting wider organisational transformation objectives.

You will help us:

· Define and deliver product strategies that improve outcomes for citizens, frontline staff and government.

· Turn customer insight, operational evidence and data into clear product priorities.

· Lead a multidisciplinary team through all stages of the product lifecycle.

· Champion agile ways of working within the team and across the wider organisation

· Establish product management best practice across CustomerFirst programmes.

· Support partner organisations to adopt modern, outcome-focused approaches to delivery.

· Build capability within product teams and leave a sustainable legacy of improved product maturity.

Success Measures

By the end of the engagement, you will have:

· Led products through key lifecycle stages, delivering measurable progress against agreed outcomes.

· Established and communicated a clear product vision, strategy and roadmap for transformation activity.

· Delivered evidence-based product decisions that improved user experience, operational performance or organisational efficiency.

· Built strong alignment between stakeholders, delivery teams and programme leadership.

· Demonstrated clear examples of user needs driving prioritisation and delivery decisions.

· Improved product management maturity across CustomerFirst and partner organisations.

· Created reusable approaches, tools and techniques that strengthen future CustomerFirst delivery.

Responsibilities of the role:

You will:

· Be someone who combines strategic thinking, strong delivery leadership and excellent stakeholder management.

· Be comfortable operating in ambiguity, bringing clarity to complex environments and helping teams focus on the outcomes that matter most.

· Be someone who believes that great products emerge from a deep understanding of user needs, rigorous prioritisation and continuous learning, and who can demonstrate how modern product management accelerates transformation and improves public services.

· Define product vision, strategy and roadmaps that deliver measurable outcomes for users and the organisation.

· Coach and lead teams in Agile and Lean practices, experiment and champion new ways of working to improve delivery

· Lead products through discovery, delivery and continuous improvement, making evidence-based decisions throughout the product lifecycle.

· Champion user-centred and data-driven decision making, ensuring teams remain focused on the problems that matter most.

· Work with multidisciplinary teams to prioritise effectively, manage dependencies, optimise delivery flow, and produce impactful outcomes at pace.

· Build product management capability through coaching, mentoring and sharing best practice.

· Develop strong relationships with stakeholders, aligning teams around shared goals and outcomes.

Skills and experience required:

You will have:

Essential Experience

· Significant experience leading complex digital products, services or transformation programmes.

· Experience delivering impact in complex, fast-moving and ambiguous environments.

· Strong track record of setting product strategy and delivering measurable outcomes.

· Experience using user research, insight and data to inform product decisions and prioritisation.

· Expertise in roadmap development, product lifecycle management and outcome measurement.

· Experience leading multidisciplinary teams and championing agile ways of working.

· Excellent stakeholder management skills, with the ability to influence and build consensus at senior levels.

Ideally, you will have:

Desirable Experience

· Experience working across product and delivery capability

· Experience delivering large-scale service transformation or citizen-facing services.

· Knowledge of operational transformation, service redesign or customer experience improvement.

· Experience coaching, mentoring or developing other product professionals.