A little about me
My 17+ year career spans consulting, product management, and product leadership roles at companies like SoSafe, Intercom, Zendesk, King, and Accenture. I’m known for my ability to realise ambitious goals, and for doing so in a highly cross-functional way — I’m a firm believer that a good product isn’t just about the features you ship, it’s about the entire end-to-end experience.
I’m a hands-on Product Manager and believe in doing what’s required to move at speed in pursuit of our mission. I encourage experimentation and proving hypotheses in practical ways wherever possible. As a result, I thrive in small and medium sized businesses where pace of delivery/innovation are key.
I’ve built and managed product teams, defined effective strategy, tackled complex problems, and worked with cross-functional teams to ship valuable solutions.
✉️ Drop me a line to explore how we might work together >
👇 Skills and job history down below
“He has a rare mix of empathy and motivational abilities, while also being able to zoom into the product nitty gritty and zoom out to ensure teams grasp the big picture. All of this enabled him to lead one of our most ambitious Messenger releases ever.”
— Brian Donohue, VP of Product at Intercom.
“I’ve seen Mat build great teams and great product time and time again, and always with excellent results, and on top of that, he’s just a lovely person to work with. Any product company would be lucky to have Mat on their books!”
— Paul Murphy, Principal Designer at Personio.
“I watched and learned from him as he navigated incredibly ambiguous problem areas while launching Intercom’s new Messenger and up-levelling our group’s strategy. He has strong product and customer intuition and isn’t afraid to be decisive, but Mat also has a knack for reaching into the depths to pull out the one metric or data point a group may need to build confidence in a decision.”
— Christine Zdelar, Group Product Manager at Intercom.
✅ Building and managing product teams
✅ Vision and strategy (incl. OKRs and $$$ goals)
✅ Go-to-market and Sales motion design
✅ Value proposition design
✅ Impact-focused roadmapping
✅ Problem exploration and solutioning
✅ Qual & quant research and analysis
✅ Experimentation
✅ Strong communicator, empathetic leader
✅ Cross-functional collaborator by default
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SoSafe provides security awareness training and human risk management that puts people first. The platform reduces human risk by leveraging behavioral science to sharpen employees’ security instincts.
Transformed R&D department into a high impact team — defined product strategy and methodology, process simplification and improvement, performance management and hiring, and cultural change. Responsible for Product Management and Content teams (from 4 to 11 direct reports), and recognised with SoSafe’s ‘Lighthouse Leader Award’.
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Director, Product Management (Feb 2023 - Present)
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Transformed Product into a high performing, high impact team.
Contributed to [redacted 😉] year on year ARR growth through product innovation and diversifying product lines to support international expansion. On track to contribute to [redacted 😉] ARR growth again for 2024.
Notable projects:
R&D transformation, Product vision and strategy, product career paths and performance management, Human Risk OS, Personalised Learning.
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Sales, marketing, and support teams at more than 25,000 businesses use Intercom's all-in-one customer communications platform every day to drive faster growth through better relationships.
Responsible for Intercom’s flagship product — the Messenger — with over 4 billion consumer interactions and conversations globally each year. Grew the team to ~50 people across 4 teams, making the Messenger a renewed strategic priority for the company.
Defined the vision and strategy for Intercom’s Next Gen Messenger — the biggest, most ambitious update to Intercom’s Messenger in over 5 years, aimed at increasing customer acquisition and retention. Also kickstarted the expansion of outbound messaging features by launching Mobile Carousels and other in-product messaging tools to build a differentiated position in the market.
Repaired a broken relationship between R&D and Sales, setting the standard for collaboration and a focus on measurable business outcomes.
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Group Product Manager, Messenger & Mobile (Jul 2021 - Dec 2022)
Principal Product Manager, Mobile (Nov 2020 - Jul 2021)
Senior Product Manager, Mobile (May 2019 - Nov 2020)
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3X increase in mobile business, 5X increase in self-serve support rates for our customers, 3X increase in engagement rates, 68% reduction in first response times.
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NewsWhip is the only real-time media monitoring platform that predicts the stories and topics that will matter in the hours ahead, giving communications professionals the clarity they need for quick and confident decisions.
Responsible for strategy, roadmapping, research, problem exploration, solution definition, and execution for net new innovation and products. Transformed company ways of working, building greater transparency and alignment across the business.
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Product Manager, APIs, Integrations, and Syndication (Oct 2017 - May 2019)
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Generated $1M ARR in my first year with the Syndication API, decreased churn rates with key workflow integrations.
Notable projects:
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Zendesk is a service-first CRM company that builds software designed to improve customer relationships.
Mobile products had been without leadership for six months, and lacked customer focus, direction, and structure. Responsible for remediating this unhealthy setup.
PM for 3 teams simultaneously, responsible for strategy, roadmapping, research, problem exploration, solution definition, and execution etc.
Developed a partnership with Fabric (Google, ex. Twitter) to drive increased adoption of mobile offerings.
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Product Manager, Mobile (Jun 2016 - Sep 2017)
Platform Enablement Manager (Oct 2015 - May 2016)
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7X growth of Chat SDK and 2X growth of Support SDK.
Notable projects:
Support and Chat SDK v2, Help Center redesign, Fabric partnership, Custom chat UI.
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King is one of the world's best known mobile entertainment creators, best known for the Candy Crush series of games.
Owner of Player Operations team, responsible for processes and technology used to support and engage King’s players (eg. Candy Crush Saga). Managed Data Scientists, Product Managers, Business Analysts, and Software Engineers.
Defined new support strategies that are now ubiquitous in casual gaming; in-game support, community forums, behaviour-based profiling and segmentation (instead of just pay), churn detection, responsible gaming support processes etc.
Drove voice of the player initiative to bring studios closer to their players, including company wide interactive wallboards and player events.Developed the first VIP strategy and programme to drive brand awareness and customer loyalty.
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Director, Service Improvement (Apr 2015 - Oct 2015)
Manager, Service Improvement (Feb 2015 - Apr 2015)
Business Analyst (Jun 2014 - Feb 2015)
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Scaled support services to handle >100k interactions per month with a team of just 50 agents.
Notable projects:
Player community, in-game support, VIP programme, responsible gaming process, Voice of the Player.
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ThoughtWorks is a leading global technology consultancy that integrates strategy, design and software engineering to enable enterprises and technology disruptors across the globe to thrive as modern digital businesses.
Responsible for reinventing the ThoughtWorks Technology Radar, the company’s key piece of thought leadership for technologists. Built a digital platform and go-to-market strategy around the Technology Radar and relaunched it.
Partnered with the UK’s Redundancy Payments Service (RPS) to build their first fully digital service, as part of the UK government’s digital transformation initiative. This included transforming the department’s approach to software development to be more agile and experiment-focused.
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Business Analyst (Jul 2021 - Dec 2022)
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Increased distribution and readership of the Radar. Increase in number of claimants for redundancy payments served in less than a week.
Notable projects:
Digital Technology Radar, Digital Redundancy Payments.
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Accenture is one of the world’s largest consulting and business process outsourcing companies in the world.
During 6+ years at Accenture I led a wide range of challenging financial services business, software, and infrastructure programmes. That meant working for some of the world's largest retail and commercial banks, in the UK and abroad, with a specialism in anti-money laundering programmes and complex payment services mergers.
Key roles: AML Programme Manager, ePayments Programme Manager, Infrastructure Technical Lead, Sanctions Programme Manager, Credit Card Migration Lead.
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Manager (Oct 2007 - Nov 2013)
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£2M in cost savings after remediating a failing sanctions programme. £3M increase in revenue by identifying additional infrastructure opportunities and pursuing the deal. Successful merger of HBoS sanctions and ePayments tools/processes into Lloyds Banking Group. Successful implementation of Faster Payments at Barclays, including being the first bank to make the first transaction.
Notable projects:
Anti-Money Laundering transformation, Voice and data network transformation, Lloyds/HBoS merger — ePayments, Sanctions, Faster Payments implementation.