Industry Product Owner, Financial Health & Vulnerability

Overview

As Industry Product Owner, you will shape and run the Industry Journey & Operations for NatWest vulnerable arrears customers, driving a prioritised backlog to improve the end-to-end journey. You’ll consolidate performance and proposition activities to keep the journey running with a customer and commercial focus. You work with cross-functional teams to deliver a world-class customer experience while responding to market and regulatory changes. This role offers impact through digitisation, resilience, and close collaboration with external stakeholders and policy forums.

Responsibilities

• Prioritise and manage the journey backlog to optimise the end-to-end customer experience
• Monitor competitor, industry, and regulatory developments and respond to needs
• Manage incidents and seek opportunities to increase resilience in the journey
• Deliver and automate business performance and proposition activities
• Make empowered decisions to drive backlog priorities and customer outcomes
• Collaborate with stakeholders across debt advice sector, charities, and policy forums
• Champion customer-centric design and agile delivery within the team

Key requirements

• Subject matter expert in product proposition and process design
• Strong knowledge of Agile capabilities and ways of working
• Experience in change delivery, customer experience design, commercial management and analytics
• Proven ability to build relationships with external stakeholders across debt advice sector and policy forums
• Experience representing the organisation in industry forums and partnerships
• Ability to drive and deliver ideas through Agile and digital technologies
• Adaptability to quickly changing environments
• Effective communication to inspire and engage customers and colleagues

• communication
• engagement and inspiration
• adaptability
• Agile methodologies
• customer experience design
• analytics

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