• Permanent full time opportunity, at Senior level
• You are passionate about partnering with business stakeholders to drive business and customer outcomes
• You are a able to lead a team to deliver and drive business benefits from new technology while mitigating risk.
• Together we can support the Group to make the most of our customer feedback to deliver better products and services to our customers!

See yourself in our team

The Complaints Transformation Crew drives efficient, quality-assured and consistent complaint handling across the Group, looking for smarter ways to use technology to ensure customer-centricity in the complaint handling practices across the Group.

This role sits within the Strategic Complaints Data Provision and Maintenance Squad, that is responsible for the provision and maintenance of complaint data in Group data assets and aligned with Group data policy. The squad purpose is to ensure complaints data is reliably and securely deliver complaints data to strategic data stores with appropriate controls for access by all user types. The squad requires the ability to support both run, maintenance and any strategic uplift of data and ensure storage complies with Group records management policies and procedures.

 

Do work that matters 

As a Product Owner Strategic Complaints Data Provision & Maintenance you will report to the Crew Lead Complaints Transformation. You will continually look to provide faster and more reliable data which supports the complaints processes across the Group and the uplift of those processes which look to leverage digital assets for fair and consistent customer outcomes, efficient and error free processes and ensure the Group's regulatory obligations are met.

You will be responsible for leading and defining the product/data vision, goals and roadmap. You will also lead the end-to-end development of the product roadmap ensuring maximum output and quality from the squad, applying domain expertise to support prioritisation and successful achievement of business and squad objectives.  While partnering will be key to your success, you will also be just as comfortable with autonomy, having the ability to move forward with less-than-perfect information. You will confidently address stakeholder questions and concerns and possess the ability to accurately evaluate ambiguous situations to reach informed decisions.  You will have the ability to resolve complex issues by first having a clear understanding of the problem, and then using effective strategies and techniques to generate appropriate solutions. 

You will possess excellent written and verbal communication skills to engage, educate and influence wider crews to create a well-considered roadmap which helps deliver to the OKRs defined to improve the overall customer experience in complaints handling and in supporting the provision of data downstream to support the GCR and group wide complaint data needs.

Key Responsibilities 

• Manage the squad’s performance to defined objectives including OKR tracking, etc.
• Drive project exploration and inception to ensure alignment of product and data strategy
• Act as the voice of the customer and business, translating this for the squad
• Incorporate design thinking and analytics to inform product design
• Formulate hypotheses to validate customer problems and define clear learning objectives that will inform product roadmap and prioritisation decisions
• Maintain a healthy prioritised Backlog to deliver business and customer outcomes
• Manage the merchant lifecycle, implementing improvements as required
• Ensure developer documentation is up to date, meeting the needs of users.
• Ensure customers, developers and suppliers have the support they require and problems resolved
• Accountable for addressing impediments, driving decisions and resolving escalations
• Identify, articulate and manage risks and compliance across streams of work
• Lead and develop the product roadmap, and engagement with senior stakeholders/ business units to manage the delivery of product roadmap
• Lead the squad day-to-day to deliver change and lifecycle activities. Manage senior business and technical stakeholders to ensure that prioritisation is understood and agreed to

We’re interested in hearing from people who have: 

• Experience working in an agile environment as a Product Owner
• Customer-first Mindset: always starting with and anchoring back to the customer outcome
• Risk Mindset: this role is for a Risk Champion, with a strong ability to proactively identify and understand, openly discuss and act on current and future risks
• Exceptional stakeholder/supplier engagement skills including presentation skills, communication, negotiation and influencing capability at a senior leadership level with a proven record of managing the needs of varied business stakeholders
• Strong analytical skills and commercial acumen
• In-depth understanding of the better practices in terms of technology delivery and business strategic thinking
• Ability to translate a broad range of complex user requirements into actionable product features
• Passionate leader who lives the core values for themselves and their squad

Advertising End Date: 25/09/2024