Senior Product Owner - Next Generation Contact Centre

Department for Work and Pensions
Blackpool, UK
16 Aug 2019
21 Aug 2019
Contract Type
Full Time
Senior Product Owner - Next Generation Contact Centre: Up to £51,193, 20%+ pension contributions, great benefits, flexible working and work life balance

If you're creative with a passion for learning new things, want to be empowered to make decisions and challenge the norm, and want to bring your ideas to a MASSIVE digital challenge then you'll love it here. And we'd love to hear from you.

We're looking for talented Senior Product Owner to join DWP's Digital Channels project and become a key part of one of the UK's biggest and most high-profile digital transformation programmes, a once-in-a-generation reform of government products and services.

What is Digital Channels?

Digital Channels is a key enabler in DWP's journey to becoming a modern, digital organisation. And it's big. We're redesigning and delivering distinct but interrelated communication channels to over 20 million citizens each year. We handle 120million transactions each year, rising to 210million by 2022/23.

With a focus on intelligent technology, citizen-led design, and automation, we're developing an Omni-channel service that will provide a high quality, integrated and seamless customer experience and save up to £450m by 2023.

You'll join our award winning Next Generation Contact Centre (NGCC) team.

DWP's Next Generation Contact Centre is the largest contact centre network operating in the UK. Supporting more than 28,000 agents in over 135 locations as they deal with 6 million calls per month, we have a unique opportunity to transform the way DWP communicates with citizens.

Our service is built on a market-leading Genesys platform, unlocking functionality that will allow DWP to deliver an orchestrated, Omni-channel experience for citizens, improve internal communication, support information sharing and assure security.

NGCC and Genesys won the Gold Award for Innovation at the European Contact Centre and Customer Service Awards. Over the next three years we will continue to innovate to enhance the user experience and drive efficiency.

You and your role

As a Senior Product Owner, you will manage the development of highly visible and key strategic products within Next Generation Contact Centre for DWP Digital. You'll provide strategic and tactical product management and product decisions, leveraging your knowledge of user needs and business goals to frame problems, manage the roadmap and set priorities for the delivery team.

You'll have extensive experience in the creation, design or conception of a significant programme in an organisation or product of significant scale. That could be a large application, system or service or even a significant change programme.

Some banking and payments experience would also be really useful. Here you'll provide expertise and leadership working as part of a larger product team, managing more junior Product Owners. Or you may spend time collaborating with a Lead Product Owner to manage multiple products.

This is a huge scale contact centre programme, so experience delivering on an enterprise contact centre programme would be really helpful too.

What are we looking for?
  • You're a strategy and product guru: you can create and communicate a product roadmap, receiving and acting upon challenge from stakeholders
  • You simply deliver: You have successfully delivered one or more products meeting a number of successful outcomes, especially in a contact centre environment
  • You're on top of industry trends: being an expert and experienced in significant technology based change programmes
  • You can solve it like Sherlock: You can make effective decisions based on incomplete information using a range of techniques
  • You're an effective communicator: You take and act on challenge from stakeholders. You work across department or functional boundaries in order to effectively communicate a product vision and gain stakeholder buy in. You've also worked with users to articulate their needs and communicated these to a product team

Where will you work?

You'll join our team in Blackpool. Accessible from across the North West, our beautiful Blackpool hub, sits in a nature park full of wild rabbits, birds, carp and even a family of otters. Inside you can enjoy gym facilities, wellness and relaxation zones, collaboration spaces, coffee shops a canteen and lots more.

We provide the latest tech and tooling and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things. You will work alongside people who care passionately about public service, making a difference and delivering for our customers.

Our Offer
  • Volunteering and charitable giving
  • Flexible working and family friendly policies
  • Discounts and savings on shopping, fun days out and more
  • Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference
  • Sports and social activities
  • Learning and development, including coaching, mentoring, progression opportunities and guaranteed 5-days formal learning per year and lots more

CLICK APPLY for further information and to start an application on Civil Service Jobs.

If you have any questions of you want to discuss the role before you apply get in touch with me via

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