King's College London

About Us

The King’s community is dedicated to the service of society. King’s Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas: educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world. Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.

The Student Knowledge & Information department brings together colleagues who are focussed on helping students to get the information they need quickly and easily and also to engage with their programme and university life more broadly, through management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications. Our remit covers all King’s students, from enrolment to graduation.

The Digital Innovation for Student Success (DISS) team harnesses cutting-edge technologies to elevate the student experience at King’s College London. From advanced CRM systems to mobile apps, AR/VR, and bespoke AI solutions developed in-house, we create tools that empower staff and students. With a focus on improving communication and relationship management, we ensure continuous innovation and provide comprehensive support to colleagues across the university. 

We are part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King’s students and their education. As a directorate we manage the student lifecycle from application to graduation and beyond, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.

About The Role

Role purpose

The Digital Product Solutions Manager plays a pivotal role within the Digital Innovation for Student Success (DISS) team, focusing on the support and enhancement of key digital products, including Microsoft Dynamics 365 CRM, mobile apps, and other services that drive student engagement from enrolment to graduation. This role is critical in the successful onboarding of new digital services, ensuring they align with governance standards while providing ongoing operational support across central services and faculties.

As a key member of the DISS team, you will work closely with colleagues across the university, contributing to a dynamic, multidisciplinary environment that combines expertise in AI, UX, data insights, and digital product development, all grounded in design thinking. Together, we are advancing impactful, user-centric solutions that enhance student engagement and support university-wide.

Responsibilities

• Product & Service Onboarding: Lead the onboarding and rollout of new CRM services and other digital products. Collaborate closely with service leads and stakeholders to identify business needs, translate them into functional requirements, and design effective solutions.
• Operational Support: Provide ongoing operational support to users of the Microsoft Dynamics 365 CRM and other integrated systems, addressing challenges and collaborating with IT and governance teams to ensure swift resolution and smooth operation.
• Service Transition: Guide the transition of new digital products from the onboarding phase to business-as-usual operations. Ensure proper documentation, training, and support are in place for a seamless handover.
• Stakeholder Engagement: Build and maintain strong relationships with faculty members, central services, and other stakeholders to gather feedback, promote best practices, and ensure continuous improvement in digital service delivery and CRM usage.
• Collaboration & Consistency: Work collaboratively with a wide range of teams such as King’s IT and the Relationship Management Service, ensuring consistency in the adoption and use of digital platforms, including AI tools, mobile apps, and CRM systems. Promote best practices and adherence to governance guidelines.
• R&D and Innovation: Manage annual R&D projects, particularly during the summer, which are undertaken by student interns and focus on exploring new technologies to improve student success and the overall digital experience. Oversee and guide interns as they conduct user and market research to develop innovative solutions. Collaborate with teams working on AI, mobile applications, and other digital innovations, ensuring that projects align with strategic goals and provide meaningful insights.

This is an exciting opportunity for candidates passionate about enhancing the student experience and success by applying their skills in customer relationship management (CRM) software and digital product support. You will have the chance to develop and expand your expertise in stakeholder management within a dynamic and complex organisation.

We welcome applications from candidates with experience both within and beyond the Higher Education sector, as long as they can demonstrate the key skills and experience required to excel in this role.

This is a full-time position (35 hours per week) offered on an indefinite contract.

About You

To be successful in this role, we are looking for candidates to have the following skills and experience:

Essential criteria

1. Experience in Digital Product Management: Proven experience in managing digital products such as CRM systems, mobile apps, and other digital services, particularly in a large organisation or educational setting. Must have experience leading product lifecycle management, from concept to deployment.
2. CRM Expertise: In-depth knowledge and experience in implementing and supporting Microsoft Dynamics 365 CRM or similar platforms, with a focus on user support and service enhancements.
3. Project Management & Agile Experience: Demonstrated experience in leading projects using Agile methodologies (or similar frameworks), with a strong track record of managing digital product development, ensuring timely and high-quality service delivery.
4. Business Analysis & Solution Design: Strong skills in working with service leads and stakeholders to identify business needs and translate them into effective digital solutions.
5. Operational Support Experience: Extensive experience providing operational support for digital platforms, including troubleshooting and collaborating with IT and governance teams to resolve issues efficiently.
6. Stakeholder Engagement & Relationship Building: Excellent interpersonal skills with the ability to build and maintain strong relationships with internal stakeholders, including faculty members and central services, to drive the adoption and improvement of digital systems.
7. Service Adoption & Training: Experience in developing training programs for diverse user groups, ensuring effective adoption and use of digital tools across departments.
8. Line Management Experience: Demonstrable experience in managing and mentoring junior staff, supporting their development and ensuring high standards of performance.

Desirable criteria

1. Professional qualifications: Qualifications in product management (e.g., Certified Scrum Product Owner (CSPO), Agile Certified Product Manager (ACPM)). Microsoft Dynamics certification, or a project management certification (e.g., PRINCE2, AgilePM, or Scrum Master) are also desirable.
2. Change Management: Experience in managing organisational change in relation to the adoption of new digital platforms and services, including stakeholder buy-in and communication.
3. Business Partnering: Proven experience in business partnering roles, working closely with stakeholders to align digital products with strategic goals, support decision-making, and drive service improvement and adoption.
4. R&D and Innovation Projects: Experience participating in or leading R&D initiatives, particularly exploring emerging technologies and driving innovation in digital products.
5. Experience with AI and Automation Tools: Familiarity with AI-driven tools or automation systems used in educational settings, with experience in integrating such solutions into digital products.

Full details of the role and the skills and experience required can be found in the attached job description which is provided on the next page.

Further Information

We pride ourselves on being inclusive and welcoming. We embrace diversity and want everyone to feel that they belong and are connected to others in our community.

We are committed to working with our staff and unions on these and other issues, to continue to support our people and to develop a diverse and inclusive culture at King's.

We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.

To find out how our managers review your application, please take a look at our ‘ How we Recruit’ pages.

This role does meet the requirements of the Home Office and therefore we are / are not able to offer sponsorship for candidates who require the right to work in the UK.