Industry Product Owner, Financial Health & Vulnerability

RBS; Birmingham; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

NatWest is seeking an Industry Product Owner to lead the Industry Journey & Operations for vulnerable arrears customers. You will design and run backlogs, consolidate and automate business performance and proposition activities to keep the customer journey smooth and focused on value.

You’ll monitor industry, regulatory developments, manage incidents, and collaborate with external stakeholders across charities and policy forums to shape future customer support journeys, delivering a world-class

Qualifications

• Subject matter expert in product proposition and process design.
• Excellent knowledge of critical Agile capabilities and ways of working.
• Ability to exercise change delivery, customer experience design, commercial management and analytics.

Responsibilities

• Drive and deliver a prioritised journey backlog to improve the end-to-end customer journey.
• Deliver, consolidate and automate all business performance and proposition activities that keep the customer journey running seamlessly.
• Monitor competitor, industry and regulatory developments across the journey portfolio and identify responses to market, policy and customer needs.
• Manage incidents effectively, looking for opportunities to increase resilience within the customer journey.
• Strive to deliver a world-class customer experience and place the customer at the heart of all we do.

Skills

Product ownership

Agile methodologies

Change delivery

Customer experience design

Analytics

Stakeholder management

Job description

Join us as an Industry Product Owner

• If you have a passion to design and run our Industry Journey & Operations for NatWest vulnerable arrears customers, this role could be for you
• You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
• This is your opportunity to drive all business performance and proposition activities, making sure our customer journey runs with true customer and commercial focus

What you’ll do

Through your role as an Industry Product Owner, you’ll drive and deliver a prioritised journey backlog to improve the end-to-end customer journey, identifying opportunities and providing your expertise. On top of this, you’ll be delivering, consolidating and automating all business performance and proposition activities that keep the customer journey running seamlessly.

Day-to-day, you’ll be:

• Monitoring competitor, industry and regulatory developments across the journey portfolio and actively identifying responses to market, policy and customer needs
• Managing incidents effectively, and looking for opportunities to increase resilience within the customer journey
• Striving to deliver a world-class customer experience and placing the customer at the heart of all we do
• Making empowered decisions to deliver the prioritised journey backlog

The skills you’ll need

You’ll be a subject matter expert in product proposition and process design. Additionally, you’ll have excellent knowledge of critical Agile capabilities and ways of working, as well as the ability to exercise change delivery, customer experience design, commercial management and analytics.

We’ll also expect:

• Good experience of building and maintaining relationships with external stakeholders across the debt advice sector, charities, industry bodies and policy forums to identify emerging needs, influence positive customer outcomes and inform backlog priorities
• Experience representing an organisation in industry forums and partnerships, working with charities, debt advice organisations and policy stakeholders to shape future customer support journeys and deliver better outcomes for customers in financial difficulty
• Experience of driving and delivering innovative ideas through Agile ways of working, looking at harnessing digital and technological advances that truly benefit our customers
• A proven ability to adapt to quickly changing environments
• A talented communicator who can inspire and engage both customers and colleagues

Hours

35

Ways of Working:Hybrid