Product Manager – Customer Experience & Loyalty

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 a clear product vision and roadmap for customer experience initiatives in partnership with the Senior Product Manager.

• Own, prioritise, and deliver the Customer Experience and Loyalty product backlog, balancing business value, customer impact, and technical feasibility.

• Collaborate with Marketing, Data Engineering, Retail, and other cross-functional teams to identify opportunities, understand customer needs, and develop detailed product requirements and user stories.

• Use data-driven insights to inform product decisions while also considering customer expectations, market trends, and business strategy.

• Work closely with development teams to ensure timely, high-quality delivery of new product features.

• Key point of contact managing third party vendors who power our Customer Engagement Platform.

• Balance lean, agile product principles with a pragmatic, value-oriented approach to decision-making.

• Continuously monitor, analyse, and optimise product performance, ensuring alignment with Travelex’s strategic goals.

• Proactively collaborate with legal and compliance teams to ensure adherence to local, regional, and global regulatory requirements.

Role-specific experience and personal qualities
 

This vacancy is for someone who is excited to collaborate with others to build great products that solve customer problems whilst also developing 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!

• A passion for product thinking—focused on outcomes and value rather than just output.

• Experience with marketing orchestration, customer data, loyalty or personalisation products (preferred but not essential).

• Comfortable owning a data-oriented product and working with customer insights.

• Strong ability to use data for prioritisation, decision-making, and measuring success.

• Experience working collaboratively with key stakeholders to drive product priorities.

• Knowledge of Agile principles and experience applying them in cross-functional teams.

• Strong relationship-building and influencing skills.

• A self-starter who is proactive, takes ownership, and thrives in independent work environments.

• Excellent communication skills, able to bridge technical details and customer-centric product benefits for diverse audiences across global markets

Why Travelex?
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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