Job Title: Product Manager – Customer Experience & Loyalty
Job Type: Full Time, Permanent
Working location: London, Hybrid (3 days a week)
Role purpose:
We’re looking for a driven, customer-focused Product Manager to lead the delivery of personalised customer journeys and increase customer loyalty through the innovative use of customer data, marketing orchestration, and data-driven products.
Working closely with our Data and CRM teams, you will own the definition and execution of initiatives that leverage customer insights to drive engagement, loyalty, and lifetime value.
This is a unique opportunity to shape how we use data to create meaningful, personalised touchpoints for our customers. You will play a key role in developing and rolling out our Single Customer View (SCV), Customer Experience Platform and Loyalty capabilities across Travelex markets worldwide.
Key responsibilities:
- Define and maintain aclear product vision and roadmapfor customer experience initiatives in partnership with theSenior Product Manager.
- Own,prioritise, anddelivertheCustomer Experience and Loyalty product backlog, balancingbusiness value, customer impact, and technical feasibility.
- Collaborate withMarketing, Data Engineering, Retail, and other cross-functional teamsto identify opportunities, understand customer needs, and developdetailed product requirements and user stories.
- Usedata-driven insightsto inform product decisions while also consideringcustomer expectations, market trends, and business strategy.
- Work closely with development teams toensure timely, high-quality deliveryof new product features.
- Key point of contactmanaging third party vendors who power our Customer Engagement Platform.
- Balancelean, agile product principleswith apragmatic, value-oriented approachto decision-making.
- Continuouslymonitor, analyse, and optimise product performance, ensuring alignment withTravelex’s strategic goals.
- Proactively collaborate withlegal and compliance teamsto ensure adherence tolocal, regional, and global regulatory requirements.
Role-specific experience and personal qualities:
This vacancy is for someone who isexcited to collaboratewith others to build great products that solve customer problems whilst alsodeveloping their own skills. Below are some important requirements we have in mind for our Product Manager - but you don’t need to tick every box!
- Apassion for product thinking—focused onoutcomes and valuerather than just output.
- Experience withmarketing orchestration, customer data, loyalty or personalisation products(preferred but not essential).
- Comfortableowning a data-oriented productand working withcustomer insights.
- Strong ability touse data for prioritisation, decision-making, and measuring success.
- Experience workingcollaboratively with key stakeholdersto drive product priorities.
- Knowledge ofAgile principlesand experience applying them incross-functional teams.
- Strongrelationship-building and influencing skills.
- Aself-starterwho is proactive, takes ownership, and thrives inindependentwork environments.
- Excellentcommunication skills, able to bridge technical details andcustomer-centric product benefitsfor diverse audiences across global markets.
Why Travelex?
To remain the world’s leading foreign exchange specialist, we are focused on making our customers’ lives simpler, more engaging and hassle free while they travel or move money abroad. We promise to give them the freedom and peace of mind to explore the world, their way – enabling them to travel confidently because they know they have us to lean on.
Customer centricity and digital are at the heart of our business strategy. Our commitment to innovation has never been greater, with the development of several digital-first, greenfield products and services. And with the Travelex's resources, deep industry experience and leading brand we are inventing the future of FX, cross-border e-commerce, and international payments.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
