Senior Product Manager
c. £70,000 per annum
Bedford Based (occasional travel to London)
Hybrid Working
Permanent
As Senior Product Manager, you will assume responsibility for the quality of their products and to 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 delivery teams. The MaPS Product Delivery team delivers a broad ecosystem of digital self-serve tools and services that allow MaPS, and its service delivery partners and stakeholders, to provide digital solutions that meet statutory objectives and support longer-term strategic goals.
As part of a delivery team with a bias for Agile, this role will create and continually improve journeys to deliver customer experiences and improve financial wellbeing for the UK. The role holder is the key interface between strategic and operational stakeholders and the Technology & Change teams, operating as part of a cross-functional squad.
You will be part of a team responsible for developing, managing, and optimising digital self-serve customer journeys and multi-channel experiences for our organisation. You will support the delivery of priority journeys by becoming embedded in the scrum teams and providing the product management expertise required to deliver successful journeys.
You will champion the use of customer insight and data to define new customer experiences to optimise, test and validate existing journeys, and to ensure customers get the best possible experience and to manage a diverse group of stakeholders.
Here is an insight to Money and Pensions Service:
At the heart of the Money and Pensions Service are our values – caring, connecting and transforming – which are the foundation of our success. We are looking for people who align themselves to these values and who will contribute to an inclusive working environment.
Responsibilities
* Effective collaboration with cross-functional teams to design new journeys that satisfy strategic priorities.
* Ensure delivery plans are appropriate, considering impact on service delivery, front-line MaPS colleagues and customer experience.
* Deliver an enhanced customer experience and improvements in customer experience and satisfaction as measured by KPI improvements.
* Promote simplification of propositions and processes as a Product expert during the delivery of new journeys or services.
* Drive a "build once, use many times" approach to deliveries with design systems and component teams, ensuring journeys work within the overall service experience.
* Operate as a primary interface to wider MaPS programmes, applying digital best practices to facilitate consistent journeys aligned with current or planned experiences.
* Embed customer centricity within change processes and governance; shape projects to maximise customer experience, efficiency, and cost reductions within risk and regulatory requirements.
* Identify and mitigate risks and dependencies; work within management controls and escalate issues as appropriate.
* Convert programme and project requirements into work packages delivered by blended in-house and third-party resources.
* Collaborate with stakeholders to prioritise work packages using digital best practices and principles.
Qualifications and Experience
* Experience of agile delivery and the ability to coach and lead teams in agile and lean practices.
* Experience with backlog management and feature roadmap tools; proficient in web analytics and performance monitoring tools.
* Advanced understanding of design, technology and data principles; able to use data and insight to meet user needs across channels.
* Ability to understand customer intent to create end-to-end journeys with a broad understanding of UX design.
* Strong stakeholder management skills with the ability to influence senior colleagues and gain buy-in.
* Broad understanding of the financial services sector; passion for customer experience, accessibility, and continuous improvement with a digital focus.
* Excellent knowledge of mobile apps and services best practices in financial services and other industries.
* Experience engaging with customers and colleagues to create great digital experiences using customer insights and data.
* Hands-on qualitative and quantitative research experience (e.g., depth interviews, focus groups, online communities, diary studies, user research) with direction on methods to use.
* Strong analytical skills, attention to detail, and business judgement; experience using data tools to create digital journeys (analytics, usability systems, AB testing).
* Self-starter, adaptable to change, and able to influence change in fast-changing environments.
* Excellent communication, presentation, and interpersonal skills with the ability to convey a digital narrative to diverse audiences.
* Willingness to work in ambiguous situations with flexibility to adapt.
About Us
At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. We value caring, connecting and transforming, and we are committed to an inclusive working environment that reflects our customers and colleagues.
Our inclusive working environment: we are proud of our diverse workforce and strive for inclusion, equity and belonging. We have networks across LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity and other groups.
We welcome people from all backgrounds and seek to reflect the communities we serve.
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