Senior Product Manager - Mortgages

Location Manchester
Discipline: Retail Banking
Job type: Permanent
Contact name: Zoe Taylor

Contact email:
Job ref: 013442
Published: 21 days ago

Senior Product Manager - Mortgages

Manchester/ Remote

Band B £46,000-57,800 + car allowance 

2022 has already been a milestone year for The Co-operative Bank celebrating 150 years of ethical banking in which we have delivered against the ambitious turnaround plan set three years ago to elevate the financial strength and stability of the Bank.


These results demonstrate that our leading position on ethical and social matters is not only good for our communities, but also delivers strong commercial outcomes. As ethics and sustainability become increasingly important to consumers, now more than ever, there is an important role for an ethical bank like us in the market place.


We are longstanding advocates of hybrid and flexible working and offer remote working in roles that allow, with the opportunity to spend 1-2 days in the office where desired.


The role:

As a Senior Product Manager in Mortgages you’ll be responsible for defining and owning the end-2-end customer experience for our Mortgage customers. You’ll attract customers, balances and renovate the existing product range whilst utilising the Bank’s brand and segmentation plan all within Banks risk appetite.


Key Accountabilities:

*       Define 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.

*       In respect of securitised mortgages, lead effective relationships with key delivery stakeholders both internal and external industry bodies and oversight of 3rd party suppliers. The role will interface with the FCA, PRA, APPG, FOS, Capita and lobby groups to ensure the Bank remains safe.

*       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

*       Senor Ownership of the customer experience.

*       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


Knowledge, Skills and Experience Required:


*       Extensive and in depth knowledge of the UK Financial Services marketplace, in particular Mortgage

*       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.


What You Can Expect From Us:


*       Flexible and remote working

*       27 days holiday, plus opportunity to buy 5 extra days

  • Competitive pension / income protection / life assurance

*       Positive, friendly work culture that promotes work life balance

*       Commitment from employers on continued learning & development

*       Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.

  • 2 paid days for volunteering per year
  • ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.  
  • Family friendly policies and supportive working environment
  • Recognition scheme and a culture in which we celebrate success 
  • Colleague network groups committed to inclusion and diversity within our Bank.


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.


If you require more information or this document in a different format, please contact  


As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.