Industry Product Owner, Financial Health & Vulnerability

Join us as an Industry Product Owner

• If you have a passion to design and run our Industry Journey & Operations for NatWest vulnerable arrears customers, this role could be for you
• You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
• This is your opportunity to drive all business performance and proposition activities, making sure our customer journey runs with true customer and commercial focus

What you'll do

Through your role as an Industry Product Owner, you’ll drive and deliver a prioritised journey backlog to improve the end-to-end customer journey, identifying opportunities and providing your expertise. On top of this, you’ll be delivering, consolidating and automating all business performance and proposition activities that keep the customer journey running seamlessly.

Day-to-day, you’ll be:

• Monitoring competitor, industry and regulatory developments across the journey portfolio and actively identifying responses to market, policy and customer needs
• Managing incidents effectively, and looking for opportunities to increase resilience within the customer journey
• Striving to deliver a world-class customer experience and placing the customer at the heart of all we do
• Making empowered decisions to deliver the prioritised journey backlog

The skills you'll need

You’ll be a subject matter expert in product proposition and process design. Additionally, you’ll have excellent knowledge of critical Agile capabilities and ways of working, as well as the ability to exercise change delivery, customer experience design, commercial management and analytics.

We’ll also expect:

• Good experience of building and maintaining relationships with external stakeholders across the debt advice sector, charities, industry bodies and policy forums to identify emerging needs, influence positive customer outcomes and inform backlog priorities
• Experience representing an organisation in industry forums and partnerships, working with charities, debt advice organisations and policy stakeholders to shape future customer support journeys and deliver better outcomes for customers in financial difficulty
• Experience of driving and delivering innovative ideas through Agile ways of working, looking at harnessing digital and technological advances that truly benefit our customers
• A proven ability to adapt to quickly changing environments
• A talented communicator who can inspire and engage both customers and colleagues

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