AMS PSR

On behalf of National Savings & Investments, we are looking for a Service Development Owner / Product Owner (Customer Experience) (Inside IR35) for a 3 month contract based in London (2 days per week)

NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £218 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.

A small company with a big reach. We care for colleagues, respect one another, invest in our people and manage talent effectively.

This role is subject to Baseline Personnel Security Standard and financial credit checks.

As a Service Development Owner / Product Owner (Customer Experience) your main responsibilities will be:

• Represent the voice of the customer across assigned services and customer journeys.
• Develop a strong understanding of customer needs, behaviours and pain points using research, analytics and feedback.
• Identify, shape and prioritise service improvement opportunities that deliver measurable customer and business value.
• Lead discovery activities to validate customer needs and define effective solutions.
• Collaborate with service designers, researchers, operational teams and delivery teams to develop improved customer journeys and experiences.
• Manage and prioritise service backlogs, ensuring work aligns with customer value, business priorities and delivery capacity.
• Define customer needs, business requirements and desired outcomes for delivery teams.
• Act as the business representative within Agile delivery teams, providing day-to-day direction and prioritisation.
• Participate in sprint planning, backlog refinement and acceptance of delivered solutions.
• Build strong relationships with business, operational, technical and delivery stakeholders.
• Represent customer and service priorities within governance, delivery and change forums.
• Support continuous improvement initiatives to enhance customer satisfaction, engagement and service performance.

Essential:

• Experience as a Product Owner, Digital Product Manager, Customer Experience Manager, Service Designer, Service Improvement Lead, or a similar customer-focused role.
• Proven experience improving customer journeys, digital products or customer services.
• Experience working within Agile or iterative delivery environments.
• Experience managing and prioritising product backlogs, roadmaps or service improvement pipelines.
• Strong experience using customer insight, analytics, research and feedback to drive decision making.
• Experience leading discovery activities and translating customer needs into prioritised requirements.
• Strong stakeholder management and influencing skills across multidisciplinary teams.
• Experience working with delivery, technology, operations, design and business teams.
• Excellent understanding of customer-centred service and product development.
• Strong communication, facilitation and requirements gathering skills.
• Ability to balance customer needs with business objectives and delivery priorities.

Desirable:

• Experience within Financial Services, Banking, Savings or FinTech.
• Public sector or government experience.
• Experience working within multi-supplier delivery environments.
• Experience working alongside Service Design or User Experience (UX) teams.
• Experience improving digital self-service platforms, online customer journeys or mobile applications.
• Knowledge of accessibility and inclusive design principles.
• Experience delivering customer-focused digital transformation or service improvement initiatives.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a member of the Disability Confident Scheme, NS&I guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".