Senior Product Manager - FTC

Role OVO-View

Team: Product 

Salary banding: £55,660 to £73,480

Experience: Senior

Working pattern: Full-Time

Reporting to: HoD/Product Lead

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Dynamic, Ownership-oriented, Customer-centric

Top 3 qualities for this role: Proactive, Decisive, Strategic

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

Working as PL/Senior Product Manager, you’ll have the opportunity to transform digital experiences, platforms and tools and define the future of these products. These help our customers identify, pay for and use the right products for them, in a way that suits them. At OVO you’ll work with a talented team of engineers, researchers, experience designers and analysts. You’ll build data-driven and hypothesis-led customer experiences, which deliver against our business strategy.

You’ll experiment your way to fulfilling customer needs and providing value, and you'll often be found story-mapping, canvas-filling, needs-assessing, optimising, stakeholder-managing and test-and-learning. You’ll work closely with the Head of Product and other Product Managers across our domains too.

We’re looking for a candidate who can challenge how things are done currently, pushing themselves and others to innovate to improve their approach to problems. 

This role in a nutshell:

We’re looking for senior product managers to join our growing OVO Energy Product teams. OVO Retail encompasses everything from customer facing experiences to agent tooling; supporting our members and helping them on their journey to zero carbon by bringing them the right products, at the right time, at the right price. Our teams focus on shaping, defining and delivering the digital experiences for our millions of members and our internal team. 
You’ll be working as part of our Collections tech team.  They provide tools, services & platforms to support our customers in debt, working with internal teams to help them manage.   We have ambitious plans for the evolution of this team to help evolve the customer experience and create more personalised, data & digital experiences.

Your key outcomes will be:

• Senior Product Manager – Building a Scalable Collections Service
• Working as a Senior Product Manager, you’ll have the opportunity to transform digital experiences, platforms, and tools, defining the future of these products. You will focus on designing and delivering a compliant, scalable collections service that helps our customers stay on track with payments, recover overdue balances, and access tailored support where needed.
• At OVO, you’ll work with a talented team of engineers, researchers, experience designers, and analysts to build data-driven, hypothesis-led customer experiences aligned with our business strategy. You’ll experiment your way to meeting customer needs and providing value, often engaging in activities like story-mapping, canvas-filling, needs-assessing, optimizing, stakeholder-managing, and test-and-learning.
• You’ll report to the Product Lead, supporting the development and continuous improvement of the collections service. Your role will be central to optimizing processes, reducing arrears, enhancing customer outcomes, and ensuring compliance with relevant regulations.
• Support the Product Lead in owning the product vision, strategy, and roadmap for the collections service.
• Design and deliver a compliant, customer-centric collections service that balances business performance with the needs of vulnerable customers.
• Collaborate closely with stakeholders across compliance, legal, finance, and operations to ensure the collections service meets regulatory standards and business objectives.
• Create innovative solutions to help customers manage payments effectively, such as personalized payment plans, proactive reminders, and self-serve tools.
• Utilize data and insights to identify trends in customer payment behavior, predict risk, and prioritize initiatives that reduce arrears while improving customer satisfaction.
• Partner with engineering teams to ensure the technical delivery of collections tools and platforms is robust, scalable, and adaptable to future business needs
• Gather online and offline customer insights — including research, customer contact, complaints, and reviews — to shape the service offering and optimize performance.
• Ensure accessibility and fairness in the collections process, embedding customer-centric design principles to support those in financial difficulty or vulnerable situations.
• Monitor performance metrics, including arrears reduction, payment success rates, and customer satisfaction, and adjust strategies to continuously improve outcomes.
• Tackle challenges and knowledge gaps with persistence and a solutions-oriented mindset.
• Demonstrate a strong understanding of the wider business and strategic context when making decisions.
• Communicate clearly and deliver professional, confident presentations to stakeholders, including legal, compliance, and executive teams.
• Lead your team with enthusiasm, collaboration, and a commitment to delivering results.
• Delivery of a scalable collections service that aligns with regulatory requirements and industry best practices.
• Improved outcomes for both customers and the business, including reduced arrears, increased payment success rates, and enhanced customer satisfaction.
• Proactive identification and implementation of opportunities to innovate and optimize the collections journey, using rapid iteration and customer testing.
• Effective stakeholder management to ensure alignment across compliance, operations, legal, and product teams.
• A culture of collaboration, innovation, and continuous improvement within your team and the wider organization.
• We’re looking for someone who can challenge the status quo, pushing themselves and others to innovate and improve their approach to collections challenges. Your focus will be on delivering and optimizing exceptional experiences while building a world-class collections service that’s scalable, customer-focused, and compliant.

You’ll be a successful Senior Product Manager here at OVO if you…

• You are an accomplished and experienced product manager with a proven track record of delivering positive business outcomes.
• You are comfortable with the ambiguity that comes from working in a fast-paced environment, highly matrixed environment and adaptable to changing market needs
• Experienced across software development and Agile practices
• You have a good understanding of Agile methods, cross functional working and development at different stages of the product life cycle.
• Experienced using optimisation tools, journey analysis tools etc.
• You are comfortable prioritising initiatives and ideas based on value and impact, and you can clearly articulate those decisions.
• You are equally comfortable working with leaders and team members alike.
• You have strong analytical skills, able to cut through opinions with data. You are tenacious and find that data you need.
• You are experienced in working in a matrixed organisation with multiple stakeholders.
• You are data driven in measuring the impact of what you build and have a track record of improving your customer’s experience.
• Experience in the energy and/ or of a highly regulated industry would be advantageous
• Experience digitising ‘offline’ customer experiences and any machine learning is a plus.

Let’s talk about what’s in it for you

We’ll pay you between £55,660 and £73,480 depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay.  It’s an extra 9% of your salary on top of your core pay to use as you like. You can take it as cash, add to your pension, or choose to spend it on a huge range of flex benefits.

Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays).

For your health
With benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and more

For your wellbeing
With gym membership, gadget, travel and cyber insurance, workplace ISA, will writing services, DNA testing, dental insurance, and more

For your lifestyle
With extra holiday buying, discount dining, culture cards, tech loans, and supporting your favourite charities with give-as-you-earn donations

For your home 
Get up to £300 off any OVO Energy plan (when you pay by Direct Debit), plus personal carbon offsetting and great discounts on smart thermostats and EV chargers

For your commute
Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans

Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..