Product Owner - Personal Account Servicing, Open to flexibility

£83,550 - £111,400 per annum
01 Aug 2017
21 Aug 2017
Lloyds Banking Group
Contract Type

Product Owner - Personal Account Servicing, Open to flexibility

Lloyds Banking Group (LBG) is committed to be the best bank for consumers and businesses in the UK. In terms of size and scale we're the biggest retail bank in the UK and we're already a leader in the field of Digital banking with over twelve million active retail customers, eight million of whom regularly use mobile banking. We're investing heavily across our multi brand portfolio, which includes Lloyds Bank, Halifax, Bank of Scotland and Scottish Widows, as customers seek more innovative ways of managing their money and their relationship with their bank. 60% of the Group's Retail, Consumer Finance and Insurance products are now met digitally. It's where our customers are choosing to be, and naturally it's a huge focus area for the bank.

So there's never been a better time to join us…..

Our culture in Group Digital brings together smart, talented, driven people from a diversity of backgrounds; people are at the core of who we are. We appreciate each other as individuals whose careers have taken all kinds of paths. We stop and thank each other, we help each other. Your ability to connect with your team, provide innovative solutions and create an environment where all can thrive is critical to your success.
Over the next two years Personal Account Servicing (PAS) Transformation will embark on an ambitious programme which will entail end to end re-design of the customer experience across key servicing journeys such as registering for digital, making payments and changing contact details.

And that's where you come in…

As PAS Product owner, you'll be accountable for leading and driving the transformation of servicing journeys within the Easy Digital and Reduction in Paper themes. Working with agile methodologies, you'll lead a cross-functional team to identify and deliver customer and business value at pace, resolving complex risks and issues and ensuring the support of GEC-level sponsors via fortnightly working group sessions.

It's all about bringing together your commercial, business development skills and knowledge of great customer experience to deliver innovative improvements and solutions. Excellent leadership, judgement, organisational and commercial skills are vital, along with the ability to communicate and influence a wide range of key stakeholders.

You'll lead and role-model transformational change delivery, putting the customer and colleague at the heart of all PAS propositions. You'll own the vision and roadmap for your theme of work and the individual initiatives that fall within the theme, demonstrating benefits through improved performance across customer, business performance and delivery KPIs. You'll use test and learn approaches to maximise early delivery of customer and business benefits, using PAS sponsors working group to ensure trade-off decisions are managed in a transparent and robust way. You'll manage costs and benefits, resolve complex risks and issues and engage with a broad network of stakeholders to ensure the wider business understands and supports the change.

Key Accountabilities:

  • Demonstrate passionate commitment to putting the customer and colleague at the heart of PAS propositions
  • Use customer research, data insights and external benchmarks to develop and maintain the vision and roadmap for the theme and the initiatives within the theme
  • Identify and prioritise opportunities to deliver service improvements to customers and colleagues
  • Monitor progress, regularly assess changing priorities and re-plan as required
  • Identify and resolve risks and issues impacting the theme and the broader programme
  • Challenge the status quo and demonstrate curiosity with regulation and policy
  • Deliver PAS business case commitments within agreed project budgets
  • Ensure stakeholders are supportive and involved in key decisions
  • Lead, develop, coach and inspire a highly motivated team to deliver customer improvements using CJT methodologies

In terms of your background we'll be looking for you to have a proven track record as a Senior Manager from a top tier consulting firm and/or held strategic roles in large scale digital transformations, where you'll have experience of delivering a large portfolio of change, shaping theme vision and roadmap. Your deep insight into business and products and your understanding of CJT (Customer Journey Transformation) programme context, will enable you to maintain a holistic view of the journey and ensure that the end-to-end experience is strong. As a senior leader, we'll expect you to inspire and lead your team to overcome challenges, by setting clear direction in complex situations and having oversight on business decisions. You'll think about problems in an innovative way together with strategic understanding of project delivery change lifecycle. Credibility is vital, enabling you to communicate, influence and constructively challenge stakeholders and articulate trade-offs to executives to facilitate outcomes / decisions.

In return for your expertise you'll benefit from our competitive and tailored remuneration package, establish your profile quickly at the highest levels, through access to the groups most senior decision makers. And be at the forefront of changing the way banking works and be empowered to drive this change. We're also one of the first major employers to promote flexible working to all its employees - understanding the importance of good work-life balance.

If this sounds like you and you've the skills and background we're seeking, then we'd love to hear from you…

To find out more about our Innovation and Transformation please follow this link: