Digital Product Manager

Applefields School; Harrogate; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid work

Flexible working options

Local government pension scheme

Job summary

North Yorkshire Council is seeking a Service Product Manager to join the Service Design and Digital Adoption (SDDA) team within Transformation Services. You will drive discovery, alpha, beta and live phases, shaping roadmaps and backlog priorities with a customer-centric focus.

You will collaborate with UX, service designers and stakeholders across Technology and Customer to deliver high-value digital products for internal and external users.

Qualifications

• Experience with user-centered design and UX interaction design.
• Ability to gather requirements and document user journeys.
• Proven delivery of multi-disciplinary projects using Agile practices.

Responsibilities

• Lead discovery to live product phases for digital council services.
• Define and iterate product roadmaps and backlogs.
• Champion user needs and coordinate with stakeholders across the council.

Skills

User research

User stories

Customer journeys

Agile methods

Change management

Stakeholder management

Delivery leadership

UX analysis

Education

Level 3 qualification

Job description

Grade: JK-L

Contract: Fixed term- Secondments can be considered for internal candidates

Hours: 37 (though part-time working over 30 hours/week may be considered)

Location: Harrogate, North Yorkshire

Hybrid / Office location can be at one of our 4 NYC hubs typically 2 days/week

Immediate start possible

Are you somebody with an interest in digital transformation?

Do you care about making digital services a positive experience for every user?

Would you like to work in an enthusiastic, new team driven to make great digital products?

If the answer is yes, then we want to hear from you!

About the role

With the role internally known as the Service Product Manager, we are looking to add another member of staff into our Service Design and Digital Adoption (SDDA) team within Transformation Services.

The SDDA team are responsible for creating, managing and improving a wide range of digital products that provide core capabilities across council and partner services.

Reporting to the Senior Service Product Manager, you will work alongside other SDDA team members including two other Service Product Managers, UX and service designers, and work collaboratively with numerous stakeholders across the council including Technology and Customer.

This is a unique opportunity to help to design, evolve and manage internal and external facing digital products. As a Product Manager, you will take products through discovery, alpha, beta and live phases of development with the goal of making council services simpler, easier and faster to use. You will devise and iterate the product roadmap and backlog, be a champion for user needs, document product knowledge, and communicate plans and progress through various channels, stakeholder meetings and demonstrations.

About the SDDA team

As part of a multi-disciplinary team, we're changing how the council manages their digital products for the better. Recent projects the team have delivered include:

• Digital council services – these include online services such as garden waste licences, highway fault reporting, blue badge applications, and waste and parking permits. We have also implemented a comprehensive 'Contact Us' solution and developed a brand new website with a location checker to help direct users to area-specific web content.
• Household support fund – delivering a digital process that allows eligible residents to apply for financial support quickly and easily.
• Self-service IT portal – an online platform that allows staff to find answers to their questions and resolve issues independently, without needing to contact a support agent.
• Chatbot - an interactive tool that allows users to get answers to their questions and resolve issues through automated conversations, without needing to contact a support agent.
• Robotic Process Automation (RPA) - a technology that automates repetitive tasks and processes, enhancing user experience by reducing manual effort and increasing efficiency.

About you

We wish to recruit a team member who has a passion for digital and technology service and a genuine customer centric ethos to put the customer at the heart of everything we do. You may currently be in a project management role, or a delivery role in IT, or have experience working in a digital solutioning customer centric role.

The successful candidate will:

• be educated to Level 3 standard (for example A-Level, HND/C) or equivalent;
• understand digital product management methodologies including user centred design and user interaction design;
• have a good understanding of gathering requirements, UX analysis techniques, for example: user research, business process testing, user stories and customer journey mapping; have a good understanding of change management techniques and have delivered change in an organisation;
• have experience matrix managing multi-disciplinary delivery teams;
• be able to work with uncertainty in a fast-paced environment, and still deliver results; have experience of delivering and continuously improving high quality products which deliver value to both the customer and the business;
• have experience of prioritising, planning and delivering work successfully in a project or product environment, product lifecycle management, and using the Agile practice framework; and
• have ongoing professional development in a customer centric digital and technology environment, so are knowledgeable about advancements and opportunities.

What can we offer you?

As a North Yorkshire Council employee, you will benefit from a comprehensive total reward package including a generous local government pension scheme and flexible working options. More information can be found here: Total rewards | North Yorkshire Council

Anticipated Interview Date: w/c 12 th October 2026

NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.

We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.

North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.