I build and scale impactful Product and R&D teams

Get over roadblocks and ambiguity to build healthy, high performing, impactful teams.

I have 18+ years of experience in companies with real product and design craft in their DNA. I'm currently bringing this experience to MARKT-PILOT, transforming R&D for a rapidly scaling business in the market pricing and intelligence space.

  • Mathew is the most talented product expert and empathetic leader I have had the pleasure of working with. His strategic mindset and execution skills make him an invaluable asset to any organisation. Mathew is a magnet for top talent. He not only leads his own teams with inspiration and clarity but also elevates the teams he collaborates with.

    Clemens Komorek, CEO and Founder at Zalion

  • Mat is truly one of the best product leaders I've had the chance to collaborate with over the course of my Customer Success career. He is customer-centric first and foremost, and [..] he sees the commercial success of the organisation as an indicator of the success of his Product team, and feels accountable for those results.

    Shannon Jaritz, VP of Customer Success at SoSafe

  • 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 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.

    Christine Zdelar, Director of Product Management at Intercom

Director, Product

MARKT-PILOT ⋅ October 2024 to now

Built the Product and Design team from scratch, and drove the transformation of a struggling R&D organisation. Set our product direction and strategy, development methodology, customer co-creation programme, integration with GTM org etc.

  • Created and hired Product and Design team (8 direct reports).

  • Defined product strategy and roadmap.

  • Defined product development methodology.

  • Customer co-creation programme.

  • R&D<>GTM collaboration and rituals.

  • Product career paths and performance management.

  • MP ONE, a new and differentiated approach to pricing intelligence and execution (in beta, launching Jan 2026).

Director, Product Management

SoSafe ⋅ February 2023 to December 2024

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 (11 direct reports), and recognised with SoSafe’s ‘Lighthouse Leader Award’.

Group Product Manager, Messenger

Intercom ⋅ May 2019 to December 2022

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.

  • 3X increase in mobile business.

  • 5X increase in self-serve support rates.

  • 3X increase in engagement rates.

  • 68% reduction in first response times.

  • Hired Messenger Product team and led the group.

  • Defined product strategy and roadmap for my group.

  • R&D<>GTM collaboration and rituals.

Product Manager

NewsWhip ⋅ October 2017 to May 2019

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.

Product Manager, Mobile

Zendesk ⋅ October 2015 to September 2017

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.

Responsible for mobile strategy, roadmapping, research, problem exploration, solution definition, and execution etc.

  • 7X growth of Chat SDK.

  • 2X growth of Support SDK.

  • PM for 3 teams simultaneously.

  • Partnership with Fabric to increase distribution.

Director, Service Improvement

King ⋅ June 2014 to October 2015

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.

  • Scaled support services to handle >100k interactions per month with a team of just 50 agents.

  • VIP programme.

  • Responsible gaming programme.

  • Voice of the player initiative.

Business Analyst

ThoughtWorks ⋅ November 2013 to May 2014

The ThoughtWorks Technology Radar is ThoughtWork's opinion on what's hot (and not) in tech each quarter, and was previously delivered as a PDF download. In this project I worked with an Engineer and Designer to build a digital experience. It was a hit, and in the years since it was launched it has remained largely unchanged.

I also worked with the UK Government's Redundancy Payments Service (RPS) to bring their claims process to the web, replacing the expensive and time consuming paper and OCR process that existed previously. This was also the first time that the RPS had used an agile approach to software delivery, and a large part of my role was pairing with the Product Owner and Business Analysts to help them gain the skills to continue the work when ThoughtWorks' engagement came to an end.

Manager

Accenture ⋅ October 2007 to November 2013

During 6+ years at Accenture I worked on and led a plethora of challenging financial services business, software, and infrastructure programmes over those years. That meant working for some of the world's largest retail and commercial banks, in the UK and abroad.

  • Barclays Bank Faster Payments scheme.

  • Lloyds Banking Group credit card re-platforming.

  • Lloyds Banking Group business intelligence data warehouse.

  • Lloyds Banking Group new operating model for international payments and CHAPS.

  • Lloyds Banking Group merger — sanctions operating model and implementation.

  • Royal Bank of Scotland global infrastructure renewal programme.

  • Lloyds Banking Group AML programme management.

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