Hays
Product Owner - Customer Experience, Service Ownership
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Product Owner - Customer Experience, Service Ownership
£Market Rate
London / Hybrid - 2 days a week on site
3 months
My client is a nationally recognised savings provider looking for a Service Development / Product Owner to help shape and improve customer journeys, services and experiences. Working at the intersection of Product Ownership, Customer Experience and Service Design, the successful candidate will use customer insight, data and stakeholder engagement to drive continuous service improvements and deliver better outcomes for customers.
Key Requirements:
- Own and prioritise the backlog for customer and service improvements, ensuring delivery is aligned to customer needs, organisational objectives and business value.
- Act as the voice of the customer, using insight, feedback, analytics and research to identify opportunities to enhance customer journeys and service outcomes.
- Lead discovery activities to understand customer pain points, validate solutions and define requirements for future service enhancements.
- Work closely with Service Designers, Delivery teams, Operational teams and Customer Experience specialists to develop and improve end-to-end services.
- Drive continuous service improvement initiatives focused on increasing customer satisfaction, engagement and service performance.
- Provide business direction within Agile delivery teams, supporting planning, prioritisation, refinement and acceptance of delivered outcomes.
- Build strong stakeholder relationships across business, operational and technical teams, balancing customer needs with organisational priorities.
- Champion customer-centred and evidence-based decision-making, ensuring services evolve through data-driven insight and measurable outcomes.
- Proven commercial experience in Financial Services / Public Sector / Government / Banking / Savings.
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