Company Overview

The organisation develops digital products and services designed to provide practical, accessible, and valuable experiences for customers. Its teams aim to understand how users discover products, complete important tasks, engage with available features, and continue using services over time.

The organisation recognises that sustainable product growth depends on more than adding features. It requires understanding customer behaviour, removing friction, improving usability, and ensuring that product changes deliver measurable benefits. Product, design, engineering, analytics, marketing, and customer support teams collaborate to improve the complete customer journey.

The organisation is seeking a Product Manager with a strong customer focus and an analytical approach to growth. The successful candidate will help identify barriers to adoption, prioritise improvements, and coordinate initiatives that strengthen customer satisfaction, engagement, and retention.

Role Summary

The Remote Product Manager — Customer Experience & Product Growth will focus on improving the customer journey and increasing the value users receive from digital products. The role covers customer discovery, product onboarding, feature adoption, engagement analysis, retention initiatives, and continuous experience optimisation.

The successful candidate will use customer interviews, support feedback, behavioural analytics, usability findings, and business performance data to identify friction points and define product improvements. Working with designers and engineers, the Product Manager will develop practical solutions, coordinate implementation, and assess whether changes improve the intended customer and business outcomes.

The role requires a balanced understanding of customer needs, commercial objectives, product usability, and experimentation. Rather than relying on assumptions or isolated feedback, the successful candidate will use evidence to identify opportunities, test ideas, and guide decisions about which improvements should be prioritised.

Key Responsibilities

• Develop and maintain a product improvement roadmap focused on customer experience, product adoption, engagement, and retention.
• Map key customer journeys to understand how users discover, register for, onboard to, navigate, and receive value from the product.
• Identify points of friction, abandonment, confusion, and unnecessary complexity through research, product analytics, and customer feedback.
• Conduct or coordinate customer interviews, surveys, usability sessions, and other research activities to understand user motivations and unmet needs.
• Analyse customer behaviour and product usage patterns to identify opportunities to improve onboarding, activation, feature adoption, and continued engagement.
• Work with data analysts to define meaningful product growth metrics and establish baselines for measuring improvements.
• Develop clear product hypotheses explaining the customer problem, proposed intervention, expected outcome, and method of evaluation.
• Partner with UX/UI designers to improve navigation, information architecture, accessibility, interaction patterns, and overall product usability.
• Collaborate with engineering teams to translate experience improvements into technical requirements, user stories, and acceptance criteria.
• Prioritise product enhancements based on customer impact, expected business value, implementation effort, evidence strength, and technical dependencies.
• Coordinate initiatives designed to simplify onboarding, improve product discovery, reduce user confusion, and help customers reach meaningful outcomes sooner.
• Work with marketing and customer success teams to understand acquisition sources, customer expectations, recurring questions, and feedback following product launches.
• Evaluate feature adoption and identify why customers may not be discovering or using available product capabilities.
• Design and coordinate controlled experiments, including A/B tests where appropriate, to compare potential product improvements.
• Assess experiment results using suitable measurement methods and avoid drawing conclusions from insufficient or misleading data.
• Monitor retention, engagement, conversion, task completion, customer satisfaction, and other relevant indicators according to the product’s objectives.
• Investigate recurring customer complaints and support requests to identify underlying product problems rather than treating every issue as an isolated incident.
• Coordinate the release of customer-facing improvements with engineering, design, marketing, support, and operations teams.
• Review customer feedback following releases and determine whether additional clarification, usability adjustments, or product changes are necessary.
• Develop business cases for product initiatives, including the customer problem, target segment, expected benefit, risks, and proposed measurement approach.
• Ensure customer experience improvements consider accessibility, privacy, security, performance, and relevant regulatory requirements.
• Maintain product documentation, research summaries, experiment records, roadmap updates, and decisions affecting customer experience.
• Communicate product priorities and progress to stakeholders, explaining the evidence supporting key decisions and the trade-offs involved.
• Identify opportunities to reduce unnecessary steps, improve self-service functionality, and make product interactions more efficient.
• Contribute to a continuous discovery and improvement culture in which customer evidence informs product decisions throughout the development lifecycle.

Requirements and Qualifications

• Professional experience in product management, growth product management, customer experience, product ownership, or a related digital product role.
• Demonstrated ability to identify customer problems and translate research or behavioural evidence into product improvements.
• Understanding of customer journey mapping, product discovery, usability principles, and iterative product development.
• Experience defining product requirements, writing user stories, managing backlogs, and coordinating delivery with engineering teams.
• Familiarity with product analytics tools and customer behaviour measurement, such as Amplitude, Mixpanel, Google Analytics, or comparable platforms.
• Ability to interpret conversion, activation, engagement, retention, and customer satisfaction metrics in the context of product objectives.
• Understanding of experimentation principles, including hypothesis formation, test design, measurement, and interpretation of results.
• Experience collaborating with UX/UI designers, software engineers, analysts, marketing teams, and customer support professionals.
• Strong analytical and problem-solving skills, with the ability to distinguish evidence-based opportunities from unsupported assumptions.
• Ability to prioritise customer improvements while balancing business objectives, technical constraints, and available resources.
• Excellent written and verbal communication skills, including the ability to present customer insights and product recommendations clearly.
• Familiarity with Agile delivery practices and tools such as Jira, Linear, Confluence, or similar platforms.
• Awareness of accessibility, privacy, responsible data use, and inclusive product design.
• Ability to manage multiple improvement initiatives and maintain clear records of decisions, dependencies, and results.
• A degree in business, human-computer interaction, psychology, marketing, information systems, or a related discipline is advantageous; equivalent practical experience is also valued.
• Professional proficiency in English is required; knowledge of Estonian is an advantage.
• Confidence working independently and collaboratively in a distributed, remote-first environment.

Benefits

• Fully remote working arrangement within Estonia.
• Full-time, permanent employment focused on customer experience and measurable product improvement.
• Opportunities to influence onboarding, usability, feature adoption, engagement, and customer retention.
• Collaboration with design, engineering, analytics, marketing, and customer-facing teams.
• Opportunities to develop expertise in product experimentation, behavioural analytics, customer research, and growth strategy.
• A working environment that values customer evidence, practical experimentation, and clear accountability.
• Opportunities to contribute to improvements that simplify customer interactions and strengthen the overall product experience.
• Professional development through cross-functional projects and ongoing product learning.

Application Instructions

Applicants should submit an up-to-date CV highlighting product management experience, customer research, product analytics, and examples of customer-facing improvements. Explain how you have identified user problems, prioritised changes, coordinated implementation, and evaluated the resulting impact.

Candidates may include a portfolio or concise case study showing a customer journey improvement, onboarding initiative, usability project, or product experiment. Where possible, describe the original problem, the evidence used, the intervention, the metrics evaluated, and the lessons learned. Remove confidential customer information and proprietary business data.

Applications will be evaluated on customer understanding, analytical judgement, prioritisation, cross-functional collaboration, and the ability to translate customer insights into measurable improvements. Please apply through the official application channel associated with the vacancy and provide only information relevant to your qualifications and experience.

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