Are you an experienced Product Leader who can develop and deliver the product portfolio vision for our award-winning customer service team?

Use your excellent track record of leading cross-functional agile teams and your strong communication and customer management skills to inspire people to deliver digital transformation and customer results.

Core Responsibilities

• Ability to synthesise business strategy, customer needs, market analysis to develop product vision and strategy that inspires partners, improves the product portfolio and delight customers

• As a key member of the leadership team, support the development of annual portfolio objectives and key results to help the division focus on strategic priorities

• Empower product teams in the division to develop quarterly objectives and key results that align with strategic priorities, providing deeper context, and access to critical team members across the LEGO Group where necessary

• Ability to align important team members by building consensus on strategies and priorities leading to product execution

• Collaborate with insight, foresight and UX research teams to develop a deeper understanding of market / tech trends, customer needs, identifying further opportunities for product discovery that improve experiences for our customers

• Create a culture of experimentation around the development of new opportunities, helping teams formulate hypotheses, and seek validation through time bound experiments with subsets of customers

• Analyse and define key leading metrics that inform the success of products, and work with product and data teams to ensure we can confidently monitor and act upon these metrics

• Support the growth of product managers, providing coaching to so that they can confidently lead product teams through the ideation, development, and launch of innovative products and features.

• Recruit, build, manage, and support the growth of a dedicated, diverse, equitable and expansive team of product managers

• Lead product teams through change, helping them retain focus through ambiguity, and helping them build resilience

• Drive a community-based approach for learning from each other, be active in the product and design community

• Above all, deliver strong and compelling market-leading products that take advantage of the unique LEGO brand, product range and deep customer focus.

Play your part in our team succeeding

The role of the Consumer and Shopper Engagement (CSE) department is to deliver world-class customer service and engagement experiences that live up to the expectations of the LEGO brand and turn customers into brand advocates. The team act as guardians of consumer experience and brand reputation and actively play a part in deepening the relationship each consumer has with the LEGO brand (= LEGO love!).

The CSE Product Leader reports to the Head of Product within the product organisation but also sits on the CSE Leadership Team, making sure that product and portfolio strategy reflect the strategy and needs of the CSE business.

The CSE Products are part of the CSE Digital Transformation that aims to enable automation, value-driving engagement across the LEGO Ecosystem and better customer insights in order to develop significant and long-term relationships with consumers and shoppers.

The CSE Product Leader is responsible for defining portfolio objectives and benchmarking key results for delivering the right customer experience across CSE, including for employees, consumers and shoppers. They will develop medium to long term high-level vision and strategy. They ensure that the CSE product team has clarity, and understanding of the key problems that they need to solve. A Product Leader empowers those teams to develop quarterly objectives and key results that deliver value to both our customers and the LEGO Group.

The CSE Product Leader is responsible for a team of three to five product managers, supporting their development, managing performance, and creating the right culture to empower them and provide them with psychological safety to fail and learn. The Product Leader is key to enabling people to achieve their potential, and improving product management capability across the LEGO Group.

The Product Leader works closely with the Head of Design to agree suitable research plans to discover more about customer needs and motivations. The Product Leader is driven by qualitative and quantitative data - obsessively monitoring metrics and user research findings to optimise products and delight customers.

The Product Leader encourages teams to conduct product discovery, inviting partners to supply to ideation so that we can find solutions that can be scaled into impactful and revenue-generating concepts.

As a hands-on transformational leader, a Product Leader finds the balance between rolling their sleeves up to work with their teams and looks at the bigger picture to implement growth and development, always driven by data and end-user experience

Do you have the determination?

• Relevant Bachelor’s degree or equivalent

• Demonstrable experience as a Product Leader where you have directly implemented product solutions and have enhanced the end user experience

• Proven ability in building and leading strong product teams, inspiring and empowering them to work towards common goals

• Experience in managing complex projects, remaining agile in an ever-changing environment

Key Functional Skills

• A strong networker with strong customer leadership skills.

• A great communicator and ability to clearly articulate the problem and proposed solution

• Strong collaborator with cross-functional teams from tech, design and business

• An enthusiastic self-starter who can manage projects autonomously, with the ability to toggle between attending to detail and steering company strategy

• Customer management capability with strong intuition for business and the ability to work cross-functionally and report back to multiple leaders across the business

• Storytelling and evangelism

• Ability to understand and draw out key themes and trends from analysis of customer and market data

• Technically curious, with a good understanding of software development practices and web/mobile technologies

• Able to make and take ownership for decisions at a fast pace

• Skilled at working effectively with cross functional teams in a matrixed organisation

• Excellent written and verbal communication skills

• Great at providing feedback in a way that is both positive and significant

Product Leadership Skills

• A proven track record of leading cross-functional agile teams through the full product life cycle

• Ability to quickly gain the confidence of the business and colleagues through good communication and influencing skills and acting as an advocate of the Product Management team both externally and internally

• Ensure effective leadership of the team; maintaining a continuous learning environment, setting clear objectives to ensure there is clarity on what needs to be achieved for any given work

• Offer a supportive coaching style, proactively encouraging personal and professional development and achievement across the product team

Individual Skills

• Growth and learning attitude, collaborator, and teammate

• Strong communication skills with comfort speaking with business collaborators

• Strong problem solver with ability to handle and lead the team to push the solution and progress

• Strong left and right brain; known for creativity but also for analytical thinking and rigorous testing, measurement and iteration to drive continuous improvement

• A strong critical thinker who is open to productive, intellectually stimulating debate

• Curiosity, creativity and flexibility; be ready to take initiative and get into the details

• Experience in a contact centre or customer service environment would be good but by no means essential

• Strong English skills – advanced, written and spoken

Join the global LEGO® team

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is proud to be an equal opportunity and an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”