University of the Arts London (UAL) is a world-leading creative University for teaching and research in art, design, fashion, communication and performing arts. UAL is made up of six renowned colleges and hosts several centres and institutes that further the University’s mission and social purpose, through the students and ideas we send out into the world and the partnerships we build to achieve social, environmental, and economic progress.

Digital & Technology at UAL is on an exciting journey, transitioning from a ‘classic’ IT approach to a user-centred product approach to technology. We are investing in our people, and the processes enabled by digital, to evolve and transform the student and staff experience at UAL.

Product Management is an evolving discipline within Digital & Technology at UAL, supporting the next step in our journey towards product management and user-centric design. Over the last two years we have been scaling our capabilities, shifting focus from a technology and project-centric approach to the design of intuitive, positive user experiences, and optimised digital services that can scale to support the ambitious growth outlined in our strategy.

As a Product Manager within the CRM Service, you will take ownership of key products and initiatives that directly improve how staff manage relationships with students and others across the University. This team is responsible for CRM systems that staff rely on every day - from enquiry management for prospective students, to Disability support to enable student learning, through to building lifelong relationships with alumni and industry partners.

You will lead the roadmap of user-focussed improvements for our core CRM system Salesforce plus other specialist CRM systems including Maximizer. Working closely with multidisciplinary teams, stakeholders and partners, you will shape priorities, deliver measurable outcomes, and contribute to the evolution of the overall service roadmap.

In this recruitment round, we are seeking a Product Manager to join our CRM Services team at an exciting time of transformation, as we shape and embed a relationship management strategy across the university to build a connected, data-driven ecosystem that strengthens engagement with students, alumni and partners. This is an opportunity to make a meaningful impact within a values-driven organisation committed to creativity, inclusion and social purpose.

Experience

• Experience managing and continuously improving off-the-shelf digital products through their lifecycle, using discovery, user insight and data to prioritise and refine roadmaps.
• Extensive experience of working with a diverse range of stakeholders and external partners to deliver and develop digital products and services.
• Experience of working on user-centred products, including understanding user behaviours and improving user journeys.
• Experience of Agile and Scrum, as well as other software and product development and delivery methodologies.
• A broad understanding of enterprise technology and how digital products operate within complex organisations; experience or knowledge of this within a Higher Education environment would be advantageous.
• Demonstrable experience of driving and championing new ways of working while bringing people along with you.

UAL is a world-class university, shaping the creative industries worldwide, and staff have access to a range of benefits, training and personal development to recognise and reward the contributions they make, and to encourage excellence, creativity and diversity, including:

• Competitive salary package of £52,977- £63,815 per annum, depending on experience
• 34 days annual leave plus public holidays
• Generous, defined benefit pension scheme
• Family-friendly policies, including 26 weeks of full maternity or paternity pay

HAYS Technology have been retained by University of the Arts London to manage the search and recruitment of this role. For all enquiries, please contact Breanna Mahan at Hays Technology.