Summary
Overview
Work history
Education
Skills
Accomplishments
Certification
Timeline
Generic

Dave Critchlow

Newcastle

Summary

Innovative Product Manager with a knack for driving product development and team collaboration. Played a key role in launching successful products by fostering cross-functional teamwork and customer-centric strategies. Known for transforming user feedback into actionable improvements, resulting in heightened customer satisfaction and engagement.

Overview

20
20
years of professional experience
1
1
Certification

Work history

Associate Product Manager

HMRC
08.2023 - 04.2025
  • Spearheaded digital assistant development to enhance service containment.
  • Utilised user data insights to validate positive user journeys and enable self-service.
  • Led ATED triage service creation, driving projected digital containment growth by 15%.
  • Developed and optimized service roadmaps based on performance metrics.
  • Guided agile scrum teams in delivering user-centric digital services aligned with HMRC strategy.
  • Engaged stakeholders to meet security, governance, and data performance needs.
  • Key Achievements: Delivered HMRC’s first in-app digital assistant, significantly reducing telephony and post demand.
  • Designed a user outcome-based roadmap for ATED users.
  • Assisted teams with Jira transition and agile sprint optimization.

Product Support Manager

Digital Prison Services, HMPPS Digital
06.2020 - 08.2023
  • Ensured seamless application support models from onboarding to full rollout.
  • Maintained documentation, analyzed ITSM data, and streamlined service desk solutions.
  • Championed agile methodologies, mentoring teams on Jira and sprint planning.
  • Key Achievements: Achieved £45K cost savings via product onboarding streamlining.
  • Developed API-based IT incident reporting proof of concept.
  • Introduced Jira, Confluence, and Scrum agile ceremonies to optimize workflows.

3rd Line Application Support

HMPPS Digital
01.2016 - 06.2020
  • Diagnosed, resolved, and restored critical product issues.
  • Created self-reporting applications for prisoners, improving accessibility.
  • Key Achievements: Developed training video tutorials for third-party legacy applications.
  • Enhanced digital self-service capabilities for users.

Retail Manager

Topps Tiles
01.2005 - 09.2015
  • Clear and effective leader, using my clear and effective communication skills with staff, customers and stakeholders, coaching staff to deliver a great customer service experience whilst driving revenue and growth.
  • Managing budgets, forecasting sales and profitability.
  • Effectively time managing a team working at pace, handling multiple responsibilities efficiently.
  • Key Achievements: Developing high performing teams.
  • Enhanced revenues and reputations of poor performing stores within the company.

Education

L3 Diploma -

Retail & Retail Management
04.2001 -

Skills

  • Agile methodologies
  • Scrum frameworks
  • Digital product development
  • User experience optimisation
  • Stakeholder collaboration
  • Communication
  • Data-driven decision-making
  • Analytics
  • SLA management
  • IT service operations

Accomplishments

Awarded for user-centric behaviours and strategy by Justice Digital in 2019

Certification

Certified Scrum Product Owner Accredited, Scrum Alliance , 2025

Introduction to Service Design Accredited, HMRC, 2025

Product Manager Accredited, Pendo, 2024

AI Product Manager Accredited, Pendo, 2024

Justice Digital Agile Accredited, 2022

Timeline

Associate Product Manager

HMRC
08.2023 - 04.2025

Product Support Manager

Digital Prison Services, HMPPS Digital
06.2020 - 08.2023

3rd Line Application Support

HMPPS Digital
01.2016 - 06.2020

Retail Manager

Topps Tiles
01.2005 - 09.2015

L3 Diploma -

Retail & Retail Management
04.2001 -

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Dave Critchlow