Head of Digital Product

Date: 26-Jan-2023

Location: Farringdon, GB, EC1A 1AA

Company: Royal Mail Group

Royal Mail and our evolving journey

With a long and proud history, Royal Mail is one of the most visible and trusted brands in the UK. We keep people and businesses connected every hour of every day and we’re passionate about harnessing technology to deliver the best possible results for our customers.

Our business is thriving by continuously adapting and adopting advanced technology. We reach every delivery point in the UK and have over 30 million customer touch points per day. We have 165,000 employees, 80,000 PDA’s and 25,000 end IT users. We are in an exciting period of transformation with significant growth in parcel & packet volumes and online services and we’re focusing on investing in the security, technology, processes, and people that are going to help us continue to achieve great things and grow our business. 

We have the UK’s largest “Feet on the Street” network of over 85,000 postmen and women and the lowest reported carbon emissions per parcel of any major UK delivery company. We are committed to providing sustainable services as we deliver against our environmental ambitions. We are investing in technologies such as electric vehicles and drones.

The RMG Commercial team are working to build digital experiences to drive revenue and customer delight across all touchpoints. This is critical to the transformation to a Parcels led Modern Digital business. To deliver, we need talented, experienced people who can work at pace and scale to join us and help achieve our goals.


Role: Head of Digital Product


Job Purpose


  • To build and execute a Product vision, strategy and roadmap for Royal Mail customer facing Digital services.
  • Responsible for development of the Royal Mail app, royalmail.com and underlying shipping systems.
  • Managing the product process across requirements, UX research and design, front and back-end development, reporting, maintenance, and sourcing.


Key Accountabilities


  • Define product vision and strategy aligned with our vision for customer experience and commercial growth
  • Establish and optimise the end-to-end Digital Product Development operating system; factoring customer needs and commercial requirements
  • Establish rigorous roadmap discipline with data driven prioritisation and management
  • Manage the product process across requirements, UX research and design, sourcing, front end development, reporting optimisation and maintenance.
  • Lead, inspire and manage a small internal team and agency resource. Build strong relationships with wider Royal Mail technology community responsible for delivering key services
  • Maximise the efficiency of our product development process so we can iterate fast, respond to user feedback, and be driven by customer needs to develop best in class product.
  • Build flexible, scalable solutions fit for the future and changing needs of the business, influence back-end technology owners and Engineers to build and optimise for future flexibility
  • Champion the user experience, corporate objectives, flexible systems and agile working with the Engineering teams
  • Ensure close monitoring of product performance, CSAT, NPS, customer feedback, competitors, market trends, tech innovations, legal developments, and work closely with all relevant stakeholders or partners to identify new opportunities, needs and problems to solve.
  • Closely manage budget and resourcing inputting into business cases for new product innovations

Key Dimensions

  • Managing a small internal team and key agency relationships
  • Building investment cases and annual budget planning
  • Interfacing with key stakeholders across Commercial, Technology, Customer Service and Legal to help deliver growth targets
  • Negotiating with Technology resource owners for back-end development work, managing internal budget allowances to fund development
  • Designing a Product Roadmap process, taking requirements from key areas in the business to translate into feature enhancements on web and app
  • Managing senior stakeholder interactions (up to CEO level) to understand requirements, manage requests and update on progress
  • Track, deliver and report on key digital performance metrics on the CEO Strategic Scorecard


Key Skills and Experience


  • Around 5+ years of Product Management experience managing both internal and external teams
  • Experience in leading the App product development process
  • Prior experience in maintaining a fair and rigorous Product development process in a large or complex business managing multiple stakeholders
  • Strong technical knowledge of both front and back end technologies
  • Prior experience with Drupal and Xamarin preferred
  • The ability to speak to both technical experts and business specialists clearly and with impact
  • Articulate with exceptional presentation and influencing skills
  • Expert at clearly defining requirements and managing the scoping process
  • Experience in building compelling business cases and estimates (
  • A fair, honest and open outlook, welcoming opinion and diversity
  • An empowering, caring approach to line management with proven experience of building motivated and high performing teams


Location - Hybrid : London and home based




We’re evolving, transforming and working together to innovate and provide a service our customers can trust and recommend. This is tech you’d never expect from Royal Mail pushing the boundaries and delivering a First-Class delivery service.


We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2021 for an 8th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants. 


We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs.




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