Digital Product Manager

  • Job Reference: 00000040-1
  • Date Posted: 6 February 2018
  • Location: London
  • Salary: On Application
  • Skill Set: Digital
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: admin admin
  • Email: jobs@fscs.org.uk

Job Description

Digital Product Manager

Job overview

Reporting directly to the Digital Transformation Lead, the Digital Product Manager will be part of the team, transforming the customer experience digitally and online for FSCS. The role holder will be an experienced, highly energised and motivated individual who is obsessed with delivering great digital customer experiences, to manage and optimise the online customer journeys and supporting processes.

Who we are

At FSCS we keep people’s lives moving by protecting them when authorised financial services firms fail. We are the single, independent UK compensation scheme for all regulated financial services, the first of its kind in the world. The Scheme protects deposits in banks, building societies and credit unions as well as insurance policies, investment advice and services and home finance. We are non-profit and independent and a great place to work if you enjoy making a difference to people's lives.

Our Culture

At FSCS we recognise and reward people’s hard work and contribution and actively support personal and professional development.  Our people make a difference to other people’s lives and we like to recognise their impact through social events, team lunches and away days, fund raising activities and giving back events.

Our Values

We put the customer at the heart of everything we do at FSCS. Our values are designed to ensure that all staff are able to affect the impact on our customers:

 

Accountable

  • We always do what we say we will do. People can trust us to deliver.

  • We put FSCS and what FSCS is trying to achieve above all else.

  • We have the humility to acknowledge when we are wrong and learn from our mistakes.

 

Challenge

  • We encourage constructive and appropriate challenge.

  • We are brave and honest in questioning each other and receptive to questions ourselves.

  • We strive daily to add greater value for all our customers.

 

Collaborative

  • We believe in our collective strength. We work better together.

  • We respect each other’s expertise and use it to achieve common goals.

  • We work as one to do what we agree is right.

 

What the role will deliver

  • Demonstrate good experience of digital product management

  • Be able to effectively  communicate and influence people and teams

  • Have excellent analytical and problem solving skills, always looking to make data driven decisions

  • Have a collaborative approach, working across technical and non-technical teams and managing key stakeholders

  • Be passionate and effective at delivering a product vision and agile ways of working

  • Be able and resilient to complexity and ambiguity in a fast-changing environment

  • Have strong project management and prioritisation skills

  • A working knowledge of Agile product development methodology and scrums

  • Be able to run and take part in effective workshops

  • Be able to document, manage and govern the complex processes that drive and underpin the customer journeys

 

What we are looking for

Customer journey design, management and optimisation

  • Accountable for the design, management and optimisation of all customer journeys. ensuring they continuously meet customer needs and our customer satisfaction targets

  • Continuously monitor and optimise  the Journey and product performance throughout the entire end to end customer lifecycle

  • Identifying strengths / weaknesses and opportunity’s, based on data and insights

  • Working closely with the Digital team to create and agree product user stories and be ready to test them

  • Driving innovation and product improvement across the whole product portfolio

  • Acting as product expert when engaging with other business areas

  • Identifying content needs throughout the customer journey and working with content producers to ensure it meets their needs

  • Managing User acceptance testing for all new product features

  • Driving digital and industry best practice across all journeys

  • Be hungry to learn and then deploy and share learnings across the organisation

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 Digital team, to transform the customer experience and the face of FSCS in the industry.

Other

  • Be a role model for change

  • Be passionate about the customer

  • Be hungry to learn

We have a generous benefits package offering a competitive salary, 26 days’ holiday plus Bank Holidays, pension, discretionary bonus, enhanced maternity and shared parental pay and leave, health and dental insurance and more. We are based in the City of London in corporate offices with excellent access to major transport links.

All our roles are offered with flexibility in mind so no matter your circumstances please apply.