Product Experience Lead

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Product Experience Lead

Business Unit &Team:

Product Team

Location: Cape Town, South Africa

Job Rank: Associate Director

Job Summary:


Product Experience Lead ensures our ability to deliver a market leading

customer experience. The role combines the disciplines of customer support and

user experience design with a strong underlying emphasis on a data-driven

approach to product management.


Functions of the Job:

Manage a global product support team

  • Lead and manage a global
    team of product support specialists, including a dispersed network of
    specialists from a range of business units outside of EY Catalyst.
  • Proactively execute
    collaborative and cross-functional solutions to product-related issues.
  • Build the capability of
    the support team to solve increasingly complex issues.
  • Identify and eliminate
    root cause barriers to issue resolution accuracy and quality.
  • Oversee the quality of
    the team’s work, provide coaching and training.
  • Design and manage work
    processes to constantly improve service trends and reduce waste and rework.
Manage product feedback
  • Set up and monitor
    analytics and reporting across feedback channels.
  • Work closely with the
    Portfolio Analyst to identify opportunities for product improvements that will
    reduce the support burden and improve customer experience.
  • Act as the key liaison
    between the product team and client enablement team, providing two-way feedback
    and maintaining positive and productive relationships.
  • Ensure that product
    feedback is sufficiently detailed and correctly channelled to Product Owners.

Bring innovative approaches to user support and

product adoption

  • Own the playbook that

    maps the customer/product journey and details product support strategies for

    each stage of the customer lifecycle.

  • Actively engage in new

    product launches by collaborating with various technical and non-technical

    teams to ensure a seamless product support experience.

  • Actively contribute to

    the product development strategy.

  • Drive the self-service

    support strategy.

  • Use data to design and

    implement proactive support interventions that make use of machine learning and

    AI capabilities of our supporting technologies.

  • Research user

    behaviours and turn these into insights for proactive support strategies.

Manage product Service Level Agreements and


  • Ensure that product

    service level agreements (SLAs) are met; report on SLA adherence.

  • Manage incident

    management and escalation processes; drive resolutions and positive customer


  • Build productive

    working relationships across various EY entities to collaboratively solve

    Product issues.


Making Responsibilities:

  • Manage complex

    relationships internally and externally.

  • Exercise negotiation

    skills to navigate complex client needs with an established product roadmap to

    support mutually beneficial solutions.

  • Manage a budget.

and Skills Requirements:
  • Exceptional
    communication skills to build and maintain relationships with clients and
    colleagues across a number of roles and disciplines.
  • Overcome barriers to collaboration,
    communication and process effectiveness to ensure teams can work effectively
    across departments to deliver exception client service.
  • Highly
    effective investigative, critical, analytical, and problem-solving skills.
  • Formal knowledge of and working
    experience with industry-leading customer experience practices and frameworks.
  • Working practical knowledge of user
    experience design principles.
  • Experience
    with customer support/ticketing systems.
  • High
    level of project management competence.

  • Management of a global product support team.
  • Cross-functional oversight of resources
    outside of the Catalyst team, who contribute to our customer support
  • The
    incumbent must be proactive, disciplined and self-managed to be successful in a
    predominantly remote team.
  • A minimum
    of 10 years of working experience in account management, client
    management, user experience management or similar roles.
  • A tertiary
    education or equivalent work experience.


Min education
Secondary school
Required experience
10 Years
Not defined
Not defined
Not defined



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