Responsibilities
* Define and understand the customer - Work with Product Owners and stakeholders to identify key customer segments. Use data, anecdotes, and direct engagement to build a clear picture of their needs and behaviours.
* Explore problems and opportunities - Use insights from data and frontline colleagues to uncover customer pain points and identify opportunities for improvement.
* Facilitate solution design - Lead workshops and ideation sessions to co-create end-to-end solutions that reduce failure demand and elevate value. Support the creation of future-state artefacts like press releases and FAQs.
* Visualise the customer experience - Create and iterate on visuals (e.g. journey maps, rich pictures) that communicate the future experience. Develop user stories that reflect real user needs and business value. Prioritise Product Owners and identify dependencies with delivery teams.
* Use Agile tools to manage user stories, acceptance criteria, and supporting artefacts. Maintain a backlog that has sufficient work ready for development.
* Lead refinement sessions to break down features, clarify requirements, and ensure stories are testable, valuable, and feasible.
* Collaborate with engineers, developers, and product managers to ensure alignment between business goals, user needs, and technical feasibility.
* Drive value - Define the key customer benefit for each feature or product iteration. Use this to guide delivery and assess progress.
* Establishing the outside-in perspective through understanding customer journeys through working side-by-side with colleagues who support our members, as well as using data from the digital product and direct interaction with customers to understand the end-to-end customer and colleagues' journeys.
Qualifications
* Experience applying design thinking approaches, such as Working Backwards, to define problems, shape solutions and visualise future experiences.
* Proficient in using Agile tools to manage product backlogs, track progress, and facilitate collaboration.
* Skilled in writing clear user stories, translating user and business needs into clear, concise stories with well-defined acceptance criteria.
* Strong data literacy, with the ability to analyse large datasets and simplify complex data into clear visualisations or summaries to support decision-making.
* Proficient in visual communication, using diagrams, flowcharts, and journey maps to represent complex systems, processes, or user interactions helping stakeholders quickly grasp key concepts and align on solutions.
* Solid understanding of modern technology stacks and digital platforms, including APIs, cloud services, and integration patterns.
* Deep understanding of Agile and DevOps principles, delivering value iteratively, building in quality, and optimising for learning, flow, and continuous improvement.
* Experienced in designing and facilitating workshops from small stakeholder interviews to larger discovery sessions.
Benefits
* Annual discretionary bonus scheme
* 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
* Holiday trading scheme allowing the ability to buy and sell additional annual leave days
* Matching employer pension contribution (up to 10% per annum)
* Colleague mortgage (conditions apply)
* Salary sacrifice scheme for hybrid & electric car
* A commitment to training and development
* Private medical insurance for all our colleagues
* 3 paid volunteering days per annum
* Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
* We care about your health and wellbeing - we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
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