Product Owner - Service Platforms & Experience

Post Office Ltd; City Of London; Híbrido; GBP 80.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

27.5 days annual leave

Up to 18% on target bonus

Annual car allowance

Generous pension with 10% employer

24/7 digital GP and EAP

Life assurance and income protection

Online courses and development

Discounts on benefits platform

Descripción de la vacante

Post Office Ltd in London seeks a Product Owner for Service Platforms & Experience to define and deliver the product vision, strategy and roadmap across service platforms. You will drive a modern, integrated ecosystem enabling seamless interactions for colleagues, postmasters, business customers and consumers.

The role focuses on case management, CRM, workflow, knowledge management, self-service and AI-enabled capabilities, shaping a data-driven product landscape and aligning with enterprise

Formación

• Proven experience as Product Owner/PM in complex enterprise tech environments.
• Experience shaping service platform products for multiple stakeholder groups (colleagues, customers).
• Experience defining vision, strategy and roadmaps with measurable value focus.
• Ability to own and prioritise product backlogs translating needs into priorities.
• Experience in large-scale programmes aligning to strategic outcomes.
• Influence across teams, suppliers, and stakeholders with accountability for value.
• Translate business needs into coherent product outcomes and delivery plans.
• Balance live service stability with ongoing product evolution in critical environments.
• Experience integrating service capabilities across enterprise architectures.
• Use data, insights and user feedback to drive decisions and adoption.

Responsabilidades

• Define and deliver product vision and roadmap for service platforms and experiences.
• Collaborate with Technology, Operations, Architecture and Transformation to align with enterprise priorities.
• Drive evolution from fragmented solutions to a cohesive, scalable product ecosystem.
• Prioritise backlog and balance customer outcomes with technical constraints.

Conocimientos

Product ownership

Roadmap development

Backlog management

Value delivery

Stakeholder management

Measurable outcomes

User needs focus

Cross-functional collaboration

Transformation delivery

Herramientas

Case management

CRM

Workflow

Knowledge management

AI capabilities

Self-service

Descripción del empleo

Summary

Salary: Competitive plus comprehensive benefits package

Grade: 3a

Reporting Line: Technology Product Director

Contract Type: Permanent

Working pattern: Hybrid

Location: London

Closing Date: 25th November

What To Expect

The Product Owner for Service Platforms & Experience is responsible for defining and delivering the product vision, strategy and roadmap for the platforms and capabilities that underpin service experiences across the Post Office. The role focuses on creating a modern, integrated service ecosystem that enables seamless, efficient and customer‑centric interactions for colleagues, postmasters, business customers and consumers.

Working across the end-to-end service technology landscape including case management, CRM, workflow, knowledge management, self‑service and emerging AI‑enabled capabilities the role will drive the evolution from fragmented solutions to a coherent, scalable and data‑driven product ecosystem.

As a senior product leader, the role works closely with Technology, Operations, Architecture and Transformation to align product direction to enterprise priorities, ensuring platforms deliver measurable improvements in customer outcomes, operational efficiency and colleague productivity.

What We Can Do For You

• 27.5 days annual leave (rising to 30 after 2 years), plus bank holidays
• Up to 18% on target bonus opportunity
• Annual car allowance
• Generous pension scheme with minimum 10% employer contribution
• Access to 24/7 digital GP services and our Employee Assistance Programme
• 6 x Life assurance and income protection after 12 months service
• Over 400 online courses, mentoring, apprenticeships, and development programmes
• Access to our benefits platform for exclusive discounts & savings

What You’ll Need To Succeed

To be successful in this role you will be well versed in:

Experience

• Proven experience operating as a Product Owner/Product Manager within complex, enterprise‑scale technology environments
• Strong experience defining, shaping and evolving service platform products that support colleague, business customer and consumer experiences
• Experience setting product vision, strategy and roadmaps, with a clear focus on measurable value, product outcomes and user needs rather than delivery outputs
• Experience owning and prioritising product backlogs, translating strategic outcomes, user needs and operational requirements into clear product priorities
• Experience working within large‑scale programmes, shaping product direction and ensuring alignment to strategic, operational and technology outcomes
• Experience influencing multiple teams, suppliers and stakeholders, providing clear product direction while maintaining accountability for outcomes and value
• Experience translating business, customer, colleague and operational needs into coherent product outcomes, priorities and delivery plans
• Experience balancing live service stability, resilience and performance with ongoing product evolution in business‑critical environments
• Experience integrating service product capabilities within complex enterprise architectures, including dependencies across service, customer, operational, data and digital platforms
• Strong experience using data, insight, service performance measures and user feedback to drive product decisions, prioritisation, continuous improvement and adoption

Skills And Capabilities

• Strong product ownership across vision, roadmap, backlog, and value delivery
• Ability to balance transformation delivery with operational stability
• Excellent stakeholder management across Technology, Operations, and senior leadership
• Strong analytical and problem‑solving skills
• Ability to operate in complex, highly regulated environments
• Strong communication skills, translating technical concepts into business outcomes
• Collaborative and product‑focused, with a strong sense of ownership and accountability

About Us

At Post Office Ltd, we’re proud to be at the heart of communities across the UK, upheld by the dedication and service of our postmasters. We offer essential services that people rely on every day, from parcels and banking to identity and government services. While we continue to evolve with digital innovation, our commitment to personal, face‑to‑face service remains core to who we are.

Our journey is one of reflection, growth, and meaningful change. We’re looking for people who think differently. Those with resilience, purpose, and a deep sense of responsibility to our postmasters, partners and the communities they serve. If you’re driven by the chance to make a real impact and help shape a future, built on progress and integrity, we’d love to hear from you. For more details visit [e-mail]

Application Guidance

Our commitment to embracing diversity extends beyond just words. While we’ve outlined key skills above, we recognise that great candidates come from a variety of backgrounds. We value diverse perspectives and are committed to building an inclusive workplace where everyone can thrive.

As a Disability Confident Employer, we recognise the value people with disabilities can bring to our business. If you require any reasonable adjustments throughout the recruitment process or would like further details on the job description, please contact [e-mail]