Assistant Head of Product
Band B
Hybrid and home working
3 x roles available
The role:
We require 3 x Assistant Head of Product who will be responsible for leading the delivery of defining, and owning the end-2-end customer experience for Retail Products customers with oversight over delivery of the customer experience throughout the Bank. You will be accountable for attracting customers, balances and renovating existing product range utilising the Bank’s brand and segmentation plan, all within Banks risk appetite.
A great opportunity for candidates who can step up and deputise for Head of Products where required and be responsible for supporting the Head of Product in delivery of the commercial P&L performance for the bank.
KEY ACCOUNTABILITIES
Customer
* Lead the definition and own the e2e customer experience including customer attraction, application, service, usage, customer need changes, key customer help requests, customer interventions, retention strategies and closures.
* Lead on major product and proposition developments to support the banks strategy to have a full and competitive product suite.
* Proactively identify opportunities and changes to the customer experience and have oversight of change to experience within delivery areas. Including leading the product strategy, experience, design and delivery
* Proactively identify, design and deliver commercial activities and opportunities to drive P&L and balance sheet growth
* Senor Ownership of the customer experience.
* Drive delivery against the priority of customer segments, build on the Banks brand positioning through its Values and Ethics.
* Lead development of propositions, utilising existing products to drive improved customer and commercial outcomes
* Develop and manage effective relationships with key delivery stakeholders. Lead collaboration with Marketing to ensure campaign selection and effectiveness
People/Leadership
* Senior product leader, responsible to provide advice and support to the wider product team
* Line Management of Assistant Product Managers
* Lead by example and act as role model across product
* Support a customer-centric culture that inspires and motivates colleagues across the Retail Product set.
* Support the cultural transformation required across Products leading delivery of an enhanced commercial and customer focus
* Set clear objectives, plan, work with delivery areas on the tactics to deliver against the plan and oversee timely adherence.
* Lead effective relationships with key internal stakeholders responsible for delivery of Retail Product customer journey’s and change programmes.
Financial / Commercials
* Lead delivery of Product commercial and customer plans
* Performance Management of the customer experience via effective oversight of delivery areas. In particular oversight of MI, KPIs, change, risks and customer outcomes including trend, model and promotional analysis
* Manage the use of market intelligence, research and customer segmentation to define customer outcomes and define renovation and innovation within the product line. Including platform definition, idea and concept generation, Idea screening, evaluation and delivery
Risk and process
* Identify and manage all regulatory, operational and conduct risks arising from the product set in accordance with the banks risk appetite.
* Ensure the team continually meet all regulatory, risk and control requirements and the appropriate robust governance arrangements are in place.
TECHNICAL CAPABILITIES:
- Makes decisions in relation to support provided and services carried out within company guidelines and broader procedures with substantial freedom in deciding on the best approach to deliver required outcomes.
- Makes decisions within product proposition design, customer experience and commercial outcomes within product line and where representing product in committees.
- Determines allocation of pre-determined resources to achieve plans.
- Agrees operational service levels with key stakeholders.
- Prioritises own workload within context of agreed operating plan.
- Operates within the Bank Delegated Authority Framework (Including the Financial Delegated Authority Policy) commensurate with role level.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
* Extensive and in depth knowledge of the UK Financial Services marketplace, with proven experience of leading significant Banking products / categories (customer needs, product strategies , pricing, product innovation, product management, regulation, competitor activity, market developments and trends).
* In depth understanding of critical category value drivers and commercial outcomes.
* Proven track record in stakeholder management.
* Proven track record in product management.
* Excellent communications / Influencing skills evidenced through a number of techniques.
* Proven leadership capability, particularly within Banking.
- Proven ability in product renovation and innovation.
If your application is selected for recruitment, we will ask if you require any reasonable adjustments in order to proceed to an interview with us. If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk