Product Manager

Job Description

We have an exciting new opportunity for an experienced Product Manager (creditor services) to join the Client Journey team at StepChange Debt Charity. This role is responsible for ensuring the charitys creditor-facing products and services are defined,designed, developed and run to meet the needs of our creditor partners, clients and colleagues, making us a clear partner of choice.As Product Manager, you would take a strategic, end-to-end view of all our creditor services, managing our creditor-facing products/services throughout the product lifecycle as well as supporting the development of new products to bring to market (e.g. thenew SDRP - Statutory Debt Repayment Plan). You would work collaboratively with Charity/Partnership development teams to understand creditor and partner needs, identifying gaps and influencing strategy. With this role you can enjoy the benefits of hybrid working, combining working from home with some days in our new offices in Leeds City Centre plus some UK travel and overnight stays.What you will be doing

• Act as the charitys internal voice of the product(s), service(s) or thematic area(s) for which you are responsible, on matters of performance, client journey, improvement and future development across all delivery channels (online, telephone, webchat,omni-channel, etc.).
• Operate for the most part at a strategic level and consider the full end-to-end service or area/theme for which you are responsible. Ensure that you collaborate both across the charity and externally to understand current and future trends, and the influencethat these trends will have on the needs of clients, colleagues, creditors/partners and the charity.
• Own and communicate to stakeholders at all levels the overall story for your area(s) of responsibility in terms of strategy, direction, proposals, benefits cases, planning, performance, etc. or other agreed measures or aspirations. In particular, workclosely with senior operational, technical and client experience stakeholders influencing all aspects of (proposed or existing) service delivery and improvement.
• Act to ensure the service (existing or proposed) is designed to meet clearly-understood user needs, and to meet its performance and strategic goals. Drive relevant change where needed.
• For existing services, monitor the drop-out/take-up rates of the steps in the user journey across all channels, using insights gained from these metrics to propose and drive service change through a process of prioritised continuous improvement.
• Develop, own and sponsor the delivery of a longer-term product roadmap in line with the charitys wider goals and legislative obligations. Maintain this roadmap on a monthly basis and ensure it is widely communicated to all appropriate stakeholders.
• Set service priorities at a strategic level through an agreed mechanism (charity priority meeting, programme meeting, charity development meetings, etc.).
• Develop and own the benefits case for new services or service changes.
• For existing services, focus the relevant delivery team by clarifying the content of higher-level features and prioritising delivery of these. For new services, work closely with appropriate teams to create and socialise proposals aimed at clarifying thefuture direction, features and benefits of the service - and, if approved, drive these through to delivery

What we want from you

• Degree/graduate qualification, or equivalent professional experience
• Good understanding of the financial services sector, the regulatory framework and current collections processes (desirably having worked in Collections within the financial services sector, or in other regulated sectors)
• Experiencer of managing products and services, in particular those with a B2B focus
• Experience gained in a fast moving, customer- and partner-centric operation supporting successful cross-functional change to benefit the customer/partner
• Personal impact and credibility and the ability to drive ideas and concepts and champion these up to Director level and to teams outside of your own.
• Excellent numeracy and analytical skills, and the ability to effectively analyse complex data
• Experience of using performance / analytics tools and constructing high-level business cases
• Experience using and interpreting market and user research
• Knowledge of consumer journey and segmentation models
• Experience of having acted as a product owner in an agile environment (desirable)

What we offer you

• 24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays
• Hybrid work - the ability to work from home and from our new offices
• An individually tailored personal development plan and ongoing training
• The opportunity to buy and sell annual leave
• Use of a Charity laptop and headset for working from home
• Travel season ticket loans
• Discounted car parking
• Cycle-to-work scheme
• Group personal pension scheme
• Westfield Health cash plan
• Employee assistance programme
• Financial planning
• Long service awards
• Free tea and coffee in the office

About us:StepChange are the UKs largest and most comprehensive provider of free debt advice. Hundreds of thousands of people come to us for help every year. Some are at crisis point and many dont see a way out. We help them to find a way out of their debt problems.We dont judge people; we provide the support, guidance and solutions that are needed. Whatever the situation well look for practical solutions that make our clients lives better.

Keyskills :
B2Bproduct developmentproduct managercreditor servicesclient journey