Product Manager - Digital Partner AI Powered Service

About the role

John Lewis is looking for a Product Manager for its Digital Partner, an AI-powered assistant that helps customers find the right product, answers their questions and supports them after purchase, from order tracking to returns. The role is based at the London Head Office in Pimlico and is permanent, with a hybrid working pattern of around three days a week in the office.

Key responsibilities

• Take Digital Partner to market and own it, deciding what to build and in what order
• Work with Engineers, Designers and Data Scientists, alongside Trading and Agentic Commerce teams
• Act as the voice of the customer, keeping the experience helpful, trustworthy and easy
• Spend time with senior leaders, sharing progress, making the case for investment and taking them on difficult decisions

Required profile

• Experience launching customer-facing digital products and seeing them through adoption and iteration
• Confidence and credibility with senior leaders, able to build advocacy with the Executive team
• Experience leading others in a Product team using Agile (Scrum or Kanban)
• Ability to solve complex problems, balance priorities and stakeholders, and make data-driven decisions
• UK-based, as the role requires hybrid collaborative working

Required skills

• Conversational AI, LLM-based products or AI assistants in a customer-facing setting
• Agent-to-agent interactions or multi-agent orchestration (strong advantage)
• Desirable: AI quality and trust, testing and managing AI response quality
• Desirable: retail or e-commerce experience, MVP delivery and A/B testing

What we offer

• Salary band of £64,500 to £96,000, expected up to £90,000 depending on experience
• Hybrid working, around three days a week in the office
• Pension, life assurance and holiday leave
• Up to £200 towards tutored courses, partner discounts and clubs and societies