About the Role
We are building a digital retail platform that needs strong business ownership in each functional area. The Product Lead brings practical business knowledge into digital delivery: understanding market, customer, operational and commercial needs, shaping priorities and helping teams build solutions that are useful, adopted and aligned with real business processes.
The role covers the end-to-end customer journey (from lead to contracting, first bill, collection and service) across the acquisition portal, website and self-service area. The app is the centre of it and it is the largest build ahead of us. Spain at launch, then the markets that follow. The person in this role will own the app specification end to end, from onboarding and device connection through to activation and self-service.
Key Responsibilities
Business Domain Leadership
- Act as the business reference point for the customer-facing experience — with the app as the core product surface, alongside the acquisition portal, website and self-service area
- Work with business stakeholders to identify pain points, opportunities, value drivers and target outcomes across the customer journey.
- Translate business objectives into clear product priorities, user journeys, process requirements and acceptance expectations.
- Challenge requests constructively to ensure solutions solve real business problems while avoiding unnecessary complexity or local-only exceptions.
Functional Requirements & Prioritisation
- Own the day-to-day structuring of requirements for the customer-facing experience, including the app roadmap and release sequencing, ensuring that priorities are clear, justified and aligned with business value.
- Break down business needs into epics, user stories, acceptance criteria, process flows and implementation-ready requirements.
- Clarify scope, business rules, dependencies and definition of done with stakeholders and delivery teams.
- Support prioritisation decisions by explaining customer impact, operational impact, commercial value, regulatory constraints and delivery trade-offs.
Business Process & Customer Journey Design
- Map current and target journeys from lead to contracting, first bill, collection and service, including hand-offs, exceptions, controls and customer or internal-user touchpoints.
- Map current and target journeys from lead to activation to contracting, first bill, collection and service, including hand-offs, exceptions, controls and customer or internal-user touchpoints.
- Translate customer journeys and operational journeys into requirements that can be understood by UX, delivery and technology teams.
- Identify opportunities to simplify, automate or standardise business processes while preserving necessary market or functional specificities.
- Support change adoption by ensuring that new digital capabilities fit into the way the business actually works.
Digital Delivery Coordination
- Work within the squad throughout refinement, planning, build, testing, review and release preparation.
- Ensure that business input, clarifications and decisions are available when needed to avoid delivery blockers.
- Support UAT, business validation, defect clarification, release readiness and post-release feedback collection.
- Communicate progress, risks, dependencies and decisions in a clear, business-oriented way.
Cross-functional Collaboration
- Work into Growth as the home function — priorities for the customer-facing experience come from there — while collaborating across Offering, Operations and Customer Service on the business side, and UX, Architecture, Engineering and Data on the delivery side.
- Balance local business requirements with the need for reusable, consistent and scalable capabilities across the digital retail platform.
- Facilitate workshops and decision-making sessions with business and digital stakeholders.
- Help align business stakeholders around what should be built, why it matters and how success will be validated.
- MSc degree from a Top tier University
- 4-6 years of B2C experience in a business-facing role such as digital sales, marketing, customer operations, e-commerce or digital business transformation coming from energy retail or a regulated industry, such as utilities, telecommunications, financial services or e-commerce
- Strong practical understanding of business processes, customer journeys, operational workflows and commercial or regulatory constraints in a B2C environment
- Experience contributing to digital projects, product initiatives, system implementations, customer platform rollouts or process transformation programs
- Ability to translate business needs into structured requirements, user stories, process flows, acceptance criteria and clear delivery priorities
- Good understanding of how digital products are delivered, including agile ways of working, backlog refinement, testing, UAT and release readiness
- Confidence working with cross-functional teams, including business stakeholders, UX, IT, architecture, engineering, data and external delivery partners
- Strong analytical, communication and stakeholder management skills, with the ability to explain business complexity in a structured and actionable way
- Fluent Spanish and English, written and spoken. Italian, French or German language skills considered as a plus
- Experience owning or specifying a consumer mobile app — onboarding, activation, engagement — alongside customer portal, digital sales, CRM, marketing automation or self-service initiatives is highly appreciated
- Experience operating in multi-country or multi-market environments where business standardisation and local market adaptation must be balanced is a plus
- Experience with collaboration and documentation tools such as Jira, Confluence, Miro, Visio, Signavio, BPMN tools is an advantage
