About the job

Summary

“A team manager and strategy leader opportunity has been newly created in this large digital product and marketing team. The Senior Product Lead will work with other subject matter experts to devise the strategy and co-ordinate agile working of the web-based guidance offering from the Money and Pension Service.

Your role as Senior Product Lead will be to manage, direct and support 4 Lead Product Owners who are responsible for their key areas of the digital service: the core website function - user journey and infrastructure of the money guidance digital service. “

Working for MaPS;

At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves to our values.

Caring. We care about our colleagues and people whose lives we are here to transform.

Connecting. We will transform lives through our ability to make positive connections.

Transforming. We are committed to transforming lives and make a positive societal impact.

We help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.

By fostering our values, we are very proud of the inclusive working environment that we have created. We are committed to attracting people of all backgrounds, we want our colleagues to reflect our customers and the people we assist.

Job description

The Senior Product Lead;

The role of the Senior Product Lead is to take full responsibility for a team of experienced Product Owners, who together are responsible for the quality of all digital products. You will own all aspects of definition and ongoing management of the solution.

You will use your knowledge of user needs and business goals to determine the approach and set priorities for your delivery team while managing and motivating all involved.

The Money and Pension Service digital team delivers a broad ecosystem of digital tools and services that allows MaPS and its service delivery partners and stakeholders to provide digital solutions that meet both their statutory objectives and to deliver against the longer term strategic goals and agendas for change.

As a manager of this key delivery team, you will need to demonstrate previous experience in Agile methodologies.

The customer journeys will change over time but initially they include debt, pension guidance and guided pathways to multiple services.

Responsibilities

The key responsibilities of the Senior Product Lead will be:

• Coaching and mentoring the team, fostering an atmosphere of constant personal development

• Setting and monitoring objectives to guide, support and develop performance

• Allocating team members to development squads appropriately to optimise both outputs and skills development

• Managing a team delivering enhanced customer experience, uplift seen in customer experience and satisfaction as measured by the increase in agreed KPI’s.

• Effectively working collaboratively with cross functional teams to ensure design of new journeys to satisfy the strategic priorities.

• Ensure delivery plans are appropriate, considering impact on Service Delivery, front-line MaPS colleagues and customer experience.

• Build and integrate processes for simplification of propositions, processes, as a Product Manager expert throughout the delivery of new journeys or services

• Drive the “build once use many times” approach to deliveries, ensuring consideration is given to how new journeys will work as part of the overall service experience, not just optimised for one journey

• Embed the concept of Customer centricity within change processes and governance and within the team.

• The role holder will work with multiple stakeholders and use best Digital practices/principles to ensure optimal requirements using interpretation and prioritisation for work package grouping.

To work as the Senior Product Lead for the Money and Pension Service, you will be required to have the following management skills and experience as well as being a credible digital product manager;

• You'll need experience of agile delivery, working and contributing to an agile delivery model and environment.

• You will have experience using tools such as Target Process or JIRA, and be proficient in use of Google Analytics, and confident in using data and insight to optimise digital journeys.

• You'll also need the ability to teach and coach others and be an experienced line manager within an Agile environment.

• Demonstrate the ability to understand customer intent to create end to end customer journeys with a broad understanding of UX design.

• The ability to engage with senior colleagues as part of a team and to influence decision making with compelling insight and analysis.

• To have a broad understanding of the financial services sector.

• To be passionate about customer experience, with a continuous improvement and digital focus.

• Excellent knowledge and understanding of mobile apps and services best practice both in financial services and other industries.

• Proven in engaging with customers and colleagues to break new ground.

• Passionate about customer insights, data and creating great digital experience.

• Strong analytical skills, excellent attention to detail and good business judgment.

• Experienced using data tools to create a digital customer journey (analytics, usability systems, AB testing)

• A great communicator and know how to sell an idea, capable to communicating a digital narrative to a broad range of stakeholders through excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organisation.