ABOUT THE ROLE
Here at John Lewis, we have always been known for market-leading service, and for Partners on the shop floor who know their stuff and genuinely want to help and support customers.
We are looking for a Product Manager - The Digital Partner- who brings that same expertise to customers online and on our app.
It's an AI-powered assistant that helps customers find the right product, answers their questions with the confidence of a Partner who knows the range, and supports them after they've bought, from tracking an order to sorting a return.
It's new for the Partnership, it's high profile, and we're now moving from a working proof of concept to a product our customers will use every day.
Salary Band - £64,500 to £96,000
Expected salary up to - We are looking for candidates up to £90,000 depending on the experience you would bring to the role
Contract type - This position is a permanent contract
Working pattern/flexible working - The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs, whilst balancing the needs of the business. We typically aim for around three days a week in the office for collaboration and attendance of key meetings.
Location - This role is based at our London Head Office campus in Pimlico.
Please note you need to be based in the UK for this role to support hybrid collaborative working
As Product Manager, you'll take Digital Partner to market and own it from there. You'll decide what we build and in what order, working with Engineers, Designers and Data Scientists, alongside our Trading and Agentic Commerce teams.
You'll be the voice of the customer in every decision, making sure the experience feels unmistakably John Lewis: helpful, trustworthy and easy. Because this is one of the Partnership's most visible programmes, you'll spend real time with senior leaders, sharing progress, making the case for investment and bringing them with you on the hard calls.
We're looking for someone who has launched digital products and seen them through adoption and iteration. You'll be confident and credible with senior stakeholders, and able to make complex technology simple for people who aren't technical. You'll care deeply about customer experience and use data and research to keep improving it. Experience with conversational AI, LLM-based products or agentic systems is a strong advantage. If you've worked on agent-to-agent interactions or multi-agent orchestration, we'd especially like to hear from you.
This is new ground for the Partnership, and you'd help shape how we do it.
Essential skills/experience you’ll need
Launching digital products: You've taken new customer-facing digital products to market and seen it through adoption and iteration.
Senior stakeholder influence: You're confident and credible with senior leaders, with the ability to build advocacy with the Executive team.
Customer experience: You care about the detail of the customer experience and use research and data to keep improving it.
Experience leading others within a Product team using an Agile development methodology (such as Scrum or Kanban).
Able to solve complex problems and take a new perspective on existing solutions.
Proven ability to respond to and prioritise changing demands effectively.
Ability to balance multiple priorities, stakeholders and timelines.
Making data oriented decisions.
Conversational AI: Experience with conversational AI, LLM-based products or AI assistants in a customer-facing setting.
Agentic systems: Experience of agent-to-agent interactions or multi-agent orchestration.
Desirable skills/experience you may have
AI quality and trust: An understanding of how to test and manage the quality of AI responses, including accuracy, guardrails and evaluation.
Retail and e-commerce: Experience in retail or e-commerce, ideally in product discovery (search, recommendations, product content) or post-purchase customer service…