BUSINESS FUNCTION:  Customer & Commercial
SALARY: £43,934-£54,173 / Grade ML1/SB3
ROLE TYPE: Hybrid
LOCATION:  York, Leeds, Manchester
HOURS: 37

Digital innovation is changing the way people experience rail travel – and at Northern, our customer products are at the heart of that journey. As an Associate Product Manager based at our York or Manchester offices, you’ll help turn data and ideas into smarter, simpler, more reliable digital experiences for our customers.

You’ll report into and support the Customer Product Manager, helping to plan, deliver and refine the tools and services that make travelling with Northern easier – from journey

planning to buying tickets and beyond. It’s a role where you’ll see the impact of your work every day, helping customers travel confidently across the North.

What you’ll be doing

You’ll play a key role in making sure our digital products meet customer needs and business goals. That means:

•  Helping to shape and maintain the product roadmap, turning customer insight and data into meaningful improvements.
• Capturing and defining requirements for new or enhanced products and features.
• Supporting delivery through backlog management, user stories and clear prioritisation.
• Working with cross-functional teams – from IT and Marketing to Customer Experience and Operations – to keep delivery on track.
• Tracking performance and using analytics, feedback and research to drive continuous improvement.
• Supporting supplier relationships to ensure cost-effective, creative, and high-quality delivery.
• Staying curious about new technologies and industry trends, spotting opportunities for innovation.
• You’ll have scope to make day-to-day decisions and recommendations under the guidance of the Customer Product Manager.
• You’ll also support budget management and supplier relationships to ensure cost-effective delivery.

About you

You’ll bring curiosity, collaboration and a strong sense of purpose to the role. You know how to balance user needs with commercial priorities and aren’t afraid to get hands-on with detail when it matters.

Here’s what you’ll bring:

• Demonstratable experience in customer product management, with good knowledge of end-to-end product lifecycles and varying delivery methodologies (Agile, Scrum, Waterfall).
• A good understanding of UX/UI principles and the ability to translate user insights and performance metrics (e.g. OKRs, KPIs, CSAT) into impactful, customer-centric product decisions.
• Excellent communicator with the ability to influence, negotiate, and build trusted relationships across technical and non-technical teams, suppliers, and stakeholders.
• Experience with Salesforce would be an advantage
• Able to identify opportunities for differentiation, innovation, and cost-effective delivery, balancing commercial value, user benefit, and risk.
• Problem-solving skills with a sharp eye for detail. Capable of balancing competing priorities, multiple initiatives, and making informed decisions under pressure.
• A good understanding of the rail industry's operational and stakeholder landscape is desirable but not essential, along with curiosity and willingness to learn more.
• Comfortable using product management tools (e.g. Jira, Monday, Trello, Confluence, Miro) and with a working knowledge of web and app development principles.
• Experience of managing a pipeline of product deliverables as well as delivering continuous improvement of customer products on time and within budget.
• We’re looking for someone proactive, resilient under pressure, and able to think strategically while keeping customers at the heart of decisions.

Success means delivering digital products on time, aligned with strategic goals, and continuously improving based on customer feedback. 

If you’ve worked in transport, worked with the Salesforce products or have a curiosity about how technology shapes rail travel, even better – but what matters most is your drive to make things better for our customers.

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

• Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
• Generous Pension Scheme: We top up your contributions by 1.5 times.
• Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
• Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.
• Electric Car Scheme: Lease a brand new electric or plugin hybrid car.
• Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.
• Holiday Purchase Scheme: Buy up to 5 extra days of annual leave.
• Employee Assistance Programme: 24/7 support for family, lifestyle, and more.
• Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
• Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe - and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.

No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.