At Dyson, we solve the problems others choose to ignore, with surprising new inventions that defy convention and simply work better. Our Customer team shapes extraordinary experiences for Dyson owners worldwide. We deliver proactive, fast, and thoughtful support that makes customers feel valued. We build loyalty through meaningful engagement, inspire advocacy, and turn every interaction into long‑term connection. Guided by our principles - effortless experiences, global consistency, personalisation, and relentless improvement - we ensure every customer’s journey with Dyson is exceptional.
The Senior leader in the product team who is responsible for Dyson’s ambitions for AI & Automation capabilities.
They will lead the initiatives to digitise customer journeys, unlock self-service capabilities across all touchpoints, and leverage emerging technologies to optimize both Operational Experience (OX) and User Experience (UX). This role is central to transforming Customer Service into a digitally empowered, customer-centric function.
Key Areas of Responsibility
Own the backlog for their pillar: incoming demand (including Q&S) and quality of output.
Own strategic vision for a product Pillar looking out 12-18 months looking at new trends and technology relating to product Pillar
Ensure the backlog is prioritised correctly and benefits cases are accurate
Line manages, support and mentor Product Owners
Take on complex feature or projects – whether it’s supporting a market roll out or steering a complex cross channel initiative
Ensure consistent delivery across platforms
Monitor the performance of development teams and escalate issues to the Head of Product and Head of Product Delivery if needed
Be the expert on the product and the customer experience associated with the capability
Run appropriate governance forums for product area
Ensure the roadmaps are updated in a timely way as development efforts become more accurate and priorities evolve
Ensure ways of working are followed on each project, programme & product management (enhancements)
Ensure Product Owners enforce definition of ready & definition of done at a ticket level
Owns continuous improvements working with other Dyson teams & suppliers to drive consistent ways of working and greater delivery output
Accountable for ensuring Jira admin is accurate
Ensure benefits realisation post release is created by Product Owners and monitor quality of the analysis
Ensure we meet the SLAs to brief requesters and stakeholders
Ensure pillar content is updated at the right time to the right quality for market calls, release notes, etc.
Build strong stakeholder relationships
Bachelor’s or Master’s degree in Computer Science, Data Science, Engineering, or related field.
5+ years in technology-driven roles, with at least 3 years in AI/automation leadership.
Proven experience in digitizing customer journeys and deploying self-service solutions.
An understanding of conversational AI, NLP, RPA, predictive analytics, and cloud-based solutions.
Familiarity with CRM systems, omnichannel platforms, and API integration.
Strong strategic thinking and problem-solving abilities.
Excellent stakeholder management and communication skills.
Ability to lead cross-functional teams and drive changes
Customer-Centric Mindset: Focus on delivering exceptional UX and OX.
Innovation & Agility: Ability to identify and implement cutting-edge technologies quickly.
Data-Driven Decision Making: Use analytics to guide strategy and measure success.
Strong ability to translate product concepts and ideas into functional requirements
Understanding of Agile software development
At Dyson, Reward goes beyond just salary and bonuses. Through a comprehensive package of Financial, Lifestyle, and Health Benefits, we provide support tailored to every stage of life and the moments that matter most.
Working policy
At Dyson, our vibrant campus culture is built on in-person collaboration, creativity, and shared learning. Working side by side not only fuels our innovation, but also creates a strong sense of belonging. To nurture this dynamic and inclusive environment, we do not offer a regular hybrid working arrangement.
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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
