Job Description

New Product Launch Readiness & Strategic Change Lead (Robot Focus)

Where New Products Meet Customer Love: Leading After Sales readiness for every launch (Robot category and beyond)

About the role

You will be the voice of the owner for all robot new product launches, ensuring we are fully prepared to deliver an exceptional end‑to‑end ownership experience from day one. In addition to the robot category, you will also support NPD readiness across other product categories, collaborating as part of the wider team to ensure all launches meet the highest standards of customer experience.

Beyond launch, you will act as our robot support champion, leading service improvement initiatives and continuously enhancing post launch support. You will understand insights, identify improvement opportunities, and ensure our in‑life support ecosystem evolves in response to owner needs and real world product performance.

With your expertise gained through the robot category, you will also serve as the NPD readiness lead for all connected product activities, to ensure every connected product launches with optimised, seamless customer support journeys. You will work closely with Digital, Engineering and Service teams to embed connected support considerations from concept through to post launch experience. As a change leader, you will shape and deliver high impact changes that elevate the end-to-end ownership experience and our approach to NPD readiness.

Key responsibilities

Product/NPD Launch Readiness

• Champion our owners throughout the NPD lifecycle: embed owner journeys and service needs from concept to post launch, encompassing the end to end lifecycle of an owners product ownership
• Project assessment and definition Lead the assessment of new projects by collating and evaluating critical project information to define NPD readiness requirements, clearly identifying new elements, areas of change, and the appropriate scope of activities for each project or new category.
• Integrated planning: build end to end readiness project plans, identify and manage the critical path and inter-dependencies at portfolio level. Identify and proactively manage risks and issues to ensure transparency, and resolve cross‑functional constraints and trade-offs at pace
• Readiness governance: brief and manage cross functional multi site global teams, track projects, chair readiness forums and surface pass/fail recommendations to product milestone gateways.
• Development Partners: Represent the cross organisational team with our development partners, supporting negotiations on key contract topics to ensure we secure the right foundations for strong long term relationships
• Operational readiness in markets: support and track key market readiness activities, ensuring our owners can self serve, and our support teams have everything they need to care for our owners from day 1.
• Launch monitoring and handover: Represent our owners in early life monitoring activities and ensure early stage improvements are delivered. Ensure the smooth closedown of NPD readiness activities and their handover to ‘business as usual’
• Performance & Reporting: track appropriate launch readiness KPIs, publish readiness reports and brief stakeholders on all products across the NPD readiness portfolio. Prepare summaries for all levels, integrated right up to executive level.

2) In life Support – Robot Champion for Customer Function

• Dyson’s robot focus team: Act as the primary customer function representative for the robot category, championing owner needs across in‑life support within the cross organisational robot focus team
• Service Improvement Lead: Drive targeted service improvement initiatives that strengthen the post‑launch ownership experience. Partner with Engineering, Digital, Quality, Service and Market teams to address root causes and deliver improved owner outcomes
• Learnings for cross category future NPD: Ensure learnings from in‑life support inform future robot NPD and service design.

3) Strategic Change

• Change leadership: lead multi-initiative portfolios of change projects to ultimately improve our owners’ experience. Define objectives and key results, business cases where relevant, and structured plans for delivery and adoption

• Process design: create and re-engineer cross team processes with the opportunity to support better owner outcomes - to improve experience, speed, and cost to serve

• Product Creation Framework: Evolve the product creation framework for After Sales & Support to ensure clear responsibilities and accountabilities across functions involved in NPD readiness, while retaining customer function ownership of the end to end owner experience
• Continual Improvement: Capture lessons learnt and key data insights and ensure we continually evolve what we do and listen to our owners to deliver exceptional customer experiences from day 1

About you

• Proven portfolio delivery leader with experience working in global customer support environments with a passion for our owners and for delivering of world class services
• Outstanding programme/project management capabilities, to deliver projects, cross portfolio programmes and strategic change (typically 5+ years)
• Demonstrable matrix leadership of project managers and workstream leads, coaching best practice and elevating cross functional delivery
• Creative problem solver with a bias for action. Strong attention to detail when it matters, with the ability to zoom out and prioritise
• Excellent communication and governance – including concise reporting through all stakeholder levels and clear decision framing
• Tools: advanced use of Microsoft tools; familiarity with project/portfolio tools (e.g. Jira) and an ability to adapt and learn new ones as required
• Qualifications: Degree or equivalent experience; APM/PRINCE2/Scrum/Agile certifications preferred.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.