Service Development Manager
At Pearson, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it's one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology - and each other to surpass these boundaries - we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.
The HE Service Delivery team is a dynamic, agile team supporting all parts of our UK Higher Education and International Qualifications business to identify and win opportunities to deliver services and products that support teaching and learning in a blended or online environment. In 2017, the team will be supporting revenue targets in excess of GBP17m.
These products and services include, but are not limited to:
- Course design, development & production services
- Content services
- Technology training and implementation services
- Evaluation and analytics services
- Market & customer research, testing and engagement services
The Service Development team is one of four teams within Service Delivery. Its remit is to design and develop new services, as well as continuously improve existing services, to meet universities' needs, reflecting the UK HE market's rapidly changing context and in alignment with Pearson UK HE business priorities. It also offers expertise in product lifecycle practice & tools, customer/partner engagement, and impact evaluation & analytics to support product and service development in all parts of the UK HE business. We pride ourselves on collaborating closely with the UK HE community and working with them so that our products and services are developed in an agile and collaborative way to be customer/learner centric, impactful and profitable.
The Service Development Manager's role is to confidently design and develop services that meet our customers' and learners' needs, focusing on creating and executing market research, market development and customer engagement plans to test, validate and deliver new services as well as help to scope and define business model and go-to-market plans. They are also responsible for creating networks and strengthening relationships within the UK HE market to ensure we are seen as an important partner in supporting excellent teaching in blended or online environments.
The Service Development Manager forms a key part of the wider Service Delivery team and plays a crucial role in matrix project teams working closely with sales, business development, marketing, production and customer experience colleagues with a common purpose and aligned goals to deliver against a clearly defined proposition.
- Maintain excellent understanding of the UK HE sector including policy, people and politics, and seek out commercial opportunities that will allow us to accelerate the growth of our Higher Education business in the UK.
- Manage a pipeline of new services through our stage/gate approval process from idea through opportunity development and into successful validation/growth. Identify customer/learner problems to be solved, scope and define possible solutions, articulate and test value and continuously review for product-market fit using PLC practices and tools.
- Work with colleagues in the Strategic Consulting and Sales teams to define the revenue opportunity, understand competitor landscape and solutions, shape the proposal, and agree pricing and business model.
- Gather customer insights by completing appropriate market research, collating and analysing results to inform ongoing service design and development. Listen, understand and respond to customer feedback and perspectives.
- Plan and execute market development activities for each service, shaping best practice for customer engagement and market testing programmes to build early adopters and advocates. Ensure close customer engagement on the service as it develops (prototyping, piloting), embedding efficacy through the testing process, and taking on board recommendations to ensure the service meets market needs.
- Collaborate with wider marketing, sales and implementation teams to support the development and execution of successful market launch and on-going prospecting, marketing and communication plans for each service. Be accountable for identifying, shaping and creating content pieces to support these plans.
- Create, execute and evaluate partner/customer engagement programmes with the HE community across all services as needed. Set up systematic dialogue with our customers to ensure their needs are being represented through the development process so that services achieve product-market fit with the ultimate goal of driving growth in our Service Delivery business.
Required Skills and Experience
- Demonstrable experience in a Product Development, Marketing Manager or Market Development Manager role
- Skilled ability in the use of market research techniques such as surveys, focus groups, questionnaire design, observations etc. possibly certified with relevant market research qualification
- Strong experience in product/services design, solutioning, positioning, pricing, value proposition creation and competitive analysis
- Experience working directly with customers, building relationships and developing communities both in person and online
- Exceptional communication and influencing skills, both written and oral, and proven experience of working with a wide range of stakeholders. Able to work effectively in a heavily cross functional teams in a fast-paced environment
- Strong strategic and commercial judgement and excellent organisational and analytical skills
- Able to use own initiative and judgement, and take appropriate decisions
- Resilient and energetic
- Good understanding of the UK Higher Education sector, and government policy for Higher Education a bonus