Senior Customer Product and Service Manager

Job content

Do you have experience managing the end-to-end user experience of one or more digital services?

Can you lead, support, and inspire a team to develop and deliver services that prioritise user needs?

We are looking for Senior Customer Product and Service Managers to join us at the Driver and Vehicle Licencing Agency (DVLA) and wed love to hear from you!

Job Description

DVLA delivers wide reaching digital services to the UK public and industry. We maintain a register of 49 million driving licence holders and 40 million vehicle keepers. If you have ever applied for a driving licence, changed vehicle, re-licensed your vehicle or completed a vehicle enquiry you would have used one of our services.

As Senior Customer Product and Service Manager, you will play a vital role in supporting the Lead Customer Product and Service Manager in managing the end-to-end, cross-platform user experience of one or more of our digital services, for the duration of its lifecycle from initial development to continuous improvement.

Its an exciting time to join DVLA as we consolidate our position as a dynamic, digital organisation which provides high quality, innovative, customer-centric services.

You will work within cross-functional teams that include developers, user researchers and content designers to help them design, build, and deliver high quality digital products that prioritise users needs.

If you want to build upon your skills and experience in an award-winning team while working on digital services that have a real impact for our customers, we encourage you to apply.

Responsibilities

Including but not limited to:

Supporting the Lead Customer Product and Service Manager in the planning and implementation of new services or changes to existing services

Helping to define the scope and direction of the development and continual improvement of one or more services, supporting the transition to live operational running

Leading a multi-disciplined team to design user-focussed services based on user needs

Defining user journeys, translating relevant findings from user research with the team, and communicating insight to other Senior Customer Product and Service Managers and Lead Customer Product and Service Managers

Collaborating, building, and maintaining relationships with all DVLA business areas to design, continually improve and deliver services

Managing the resolution of incidents associated with their services

Please see the attached Role Profile for more detailed information about the role and responsibilities.

About You

We are looking for someone who has experience of product management and ownership who knows how to apply tools, terms and concepts of product management in a variety of ways to balance between needs of users, the business and technology.

You have a sound understanding of product design, technology, and data principles, and will be able to identify and implement solutions for assisted digital and to improve services for our users.

You will bring strong leadership skills, with the ability to lead, support and inspire your team, and enjoy working collaboratively with internal and external stakeholders to ensure that we provide services that are fit for purpose.

Above all else, you will be passionate about delivering a high quality and consistent user experience, championing user needs throughout the organisation and ensuring that user needs are met.