Product Manager - Customer Experience Transformation

Job Title : Product Manager - Customer Experience Transformation

Location : Madrid (can be home & office based, but regular attendance to the Madrid office is required)

Reports to : Head of Product – Platforms

About Pearson

Learning is no longer just a stage of life but a lifelong journey. In an era where AI is moving at a breathtaking pace and where there is huge demand for new talent with new skills, the world needs learning more than ever before.

Whether it’s upskilling in the workplace, developing a team, getting ahead in school, making the grade at university, or learning a new language, millions of people around the world trust Pearson products and services to help them realize the life they imagine through learning.

We hold learners, educators, and enterprises at the heart of our thinking. Our five interconnected business divisions work together to meet people’s evolving learning needs. We’re proud to be a trusted partner in the moments that matter throughout their lives.

About English Language Learning (ELL)

Our vision is to become the world’s leading destination for committed learners to learn and prove their English proficiency. English is a gateway to the world. It is a mandatory requirement in more than 150 national curricula, and there are over 1. 5 billion people worldwide learning English today.

Job Overview :

We are looking for an innovative and experienced Product Manager to join a squad in our Platform portfolio. Our platform serves our institutional and corporate learners and customers. This role will involve helping build the learning management system of the future, ensuring it has the features and capabilities it needs to be a leader in the English Language Learning market around the world. It will involve reducing friction in the user journey, making the process more intuitive and supportive, and managing an upgrade to our underlying systems architecture.

The ideal candidate will have a strong background in Business to Business product management, the education market, and an agile, can-do mindset, balancing attention to detail on user experience with a strong ability to understand technical concepts.

Key Responsibilities :

Champion Customer Needs :

• Relentlessly focus on understanding and addressing customer needs, ensuring that all initiatives prioritize customer satisfaction and deliver maximum customer value.
• Lead Transformation Initiatives to develop and implement a comprehensive strategy, aligning with organizational goals and customer insights.
• Implement Change Effectively : Manage the change process while maintaining a strong focus on championing the customer experience throughout all stages of product development.
• Define and track KPIs to measure the success of customer experience initiatives, providing regular updates to stakeholders.

Product Development and Management :

Platform Improvement :

Stakeholder Management :

Ideal Attributes and Qualifications :

What We Offer :

Diversity, Equity & Inclusion

We’re committed to equity and opportunity, so that all learners can realise the life they imagine and see themselves in our services and products. We believe learning is a powerful force for change and that diversity, equity and inclusion are fundamental to who we are. We’re committed to addressing all forms of systematic racism, discrimination and inequality in everything we do. We also believe in giving everyone in the company the chance to help shape a more inclusive culture, in which everyone feels a sense of belonging and in which everyone acts with integrity day-in, day-out. To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience. We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity. The information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process. We are a Stonewall Gold and Top 20 LGBT+ inclusive employer, Investors in People Gold, Race Charter signatory, Disability Confident employer and Working Mums Top Employer.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company : Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions : Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to : Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

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