The Vacancy
Salary: £80,000
Location: Aldgate, London (40%) and homebased
The Product Manager will drive and manage technology enabled transformational change, discovery, innovation, and the core platform for the Insurance products for FSCS colleagues and customers. They will be an experienced, highly energised, and motivated individual who is obsessed with managing and optimising great user experiences and data processes, to support the FSCS strategy. The role is a hybrid of Product Owner and Product Management functions
My role:
- Play an integral role in the delivery of a new software platform for our Insurance Products
- Continuously monitoring and optimising the Insurance claims journey, to improve customer satisfaction and other product performance metrics throughout the entire end to end claims lifecycle
- Build strong engagement with the stakeholder network ensuring they are aligned with the Insurance product vision and roadmap and receive all relevant communications.
- Lead and influence a cross functional team to ensure the team delivers products that meet business requirements/needs and delivers the right outcomes for our customers.
- Ensure data-driven decision making, identifying strengths, weaknesses, and opportunity’s, based on interpreting qualitative and quantitative data
- Working directly with the UX team to identify customer research opportunities to identify future roadmap items.
- Develop the end-to-end data processes to ensure FSCS is ready to manage an Insurance failure efficiently and accurately.
- Product owner for the Insurance scrum team. Breaking down and interpreting business problems and managing, prioritising, and grooming a backlog of user stories with detailed acceptance criteria. Managing dependencies and conducting UAT.
- Optimise your delivery team by tracking, reporting, and improving velocity, processes, best practices
- Assist with deployments and production support issues
Customer Strategy and culture
- Be completely customer obsessed, inputting into and championing the customer experience, every moment of every day
- Collaborating and educating the organisation with the rest of the Product team, to transform the customer experience and the face of FSCS in the industry.
Desirable criteria
You will be able to demonstrate the knowledge, experience, or mastery of:
Technical Skills & Knowledge
- Extensive experience as a Product Owner, Product Manager experience
- Demonstrable experience in software/platform transformation programs delivering robust, scalable solutions into the business.
- Expertise at being the voice of the customer
- Experienced at understanding and interpreting customer needs and pain points
- Be able to effectively communicate and influence people and teams
- Ability to manage and align multiple stakeholders
- Experience at contributing towards product strategy and vision
- Have excellent analytical and problem-solving skills, always looking to make data driven decisions
- Have a collaborative approach, working across technical & non-technical teams and managing stakeholders
- Be passionate and effective at delivering a product roadmap and Agile ways of working (SCRUM in particular)
- Be resilient to complexity and ambiguity in a fast-changing environment
- Have strong project management and prioritisation skills
- Be able to run and take part in effective workshops
- Be able to document the complex processes that drive and underpin the customer journeys
Other
- Be hungry to learn and then deploy and share learnings across the organisation
- Be a role model for change
- Be passionate about the user experience
Benefits:
- We offer 26 days of annual leave with the opportunity to buy/sell
- 9%+ pension contributions
- Private medical and dental insurance
- 6 months paid maternity/paternity/shared parental leave
- Discounted Gym membership
About Us
For the past 21 years, FSCS has been getting customers of failed authorised financial services firms back on track.
Our strength is in our numbers. Since 2001, we have helped 6.5m customers and paid back £26bn in compensation. Over the years we have continually strived to be better, faster, and more empathetic to our customers’ needs in an ever more complex financial world. Our people have worked together to make sure we can offer protection and reassurance every step of the way, even during the toughest of times over the last two years. FSCS is an organisation that makes a difference, and in which our people truly make a difference.
We have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic. As a result of this success, FSCS has become increasingly respected, insightful, and influential in the regulatory eco-system. It is an exciting time in our journey as we now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather than cure.
Agile Scrum uat hybrid User Experience (UX) Product management Product Owner