Senior Product Owner – Digital Customer Services

Requirements of the role

Contracted to our Wilmslow, London, Edinburgh, Cardiff or Belfast office, however, we offer flexible home and office-based working opportunities. There will be times when you will be expected to attend the office to collaborate with colleagues or travel due to business need.

Why work for the ICO?

• Pay progression scheme.
• Hybrid and flexible working options.
• 25 days paid holiday per year, plus privilege and public holidays.
• Flexi leave (up to 26 additional days leave per year).
• Pension (employer contribution around 28.9%).
• Online discount scheme to save money at major supermarkets, retailers, gyms, restaurants, insurance providers and many more.
• Health Cash Plan.
• Fantastic development opportunities to learn and progress.

Further details can be found on the benefits section of our website .

Job summary

The Senior Product Owner – Digital Customer Services is an important senior role that is pivotal to the ICO realising their strategic aims in the area of Customer Services. The role (as part of wider transformation activity) will be responsible for the introduction, management and ownership of key products used by the customer services teams across the ICO.

It demands a strong business focussed knowledge of customer services environments (e.g. contact centre/customer journey) in parallel with a proven track record of the delivery and management of key digital products aligned with the specific area of customer service (e.g. contact centre and customer experience solutions). The role reports to the Digital & IT, Head of Product and will work closely with key stakeholders in the customer services and digital teams, as well as Transformation & Delivery colleagues, other internal stakeholders and external strategic suppliers/vendors.             

The Information Commissioner’s Office (ICO) is the independent regulator of information rights. In a data-driven world, we provide advice, guidance, and support to organisations enabling compliance with their obligations, as well as protecting individuals and their personal data.

As an employer, we are passionate about making a positive difference to the lives and careers of our people, and we empower you to be curious, impactful, collaborative and respectful.

Job description

• The role contributes early in the lifecycle of a new Product as a key influencer and decision maker
• The role requires developing knowledge of user needs and business goals to frame problems and set priorities for delivery teams
• The role is responsible for solution architecture design relating to their product(s), working to the ICO’s architectural principles and in conjunction with the DDaT (Digital, Data and Technology) architecture directorate
• The role collaborates and consult with stakeholders to ensure Product decisions are aligned with both the Product and DDaT’s strategies
• The role owns the Product roadmap and is responsible for effective management of the Product backlog and the means to deliver it
• Where applicable, the role manages Product engineers, specialists and 3rd party support or development partners
• The role guides the organisation to make appropriate Product decisions by recommending reuse, sustainability and scalability, to achieve value for money and reduce risk
• The role carries out horizon scanning across the industry and wider technological landscape, identifying emerging trends and their potential impact and opportunity for the ICO, and incorporating these into plans

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