Senior Customer Product and Service Manager
This is a fantastic opportunity to join a team at the heart of Driver and Vehicle Licensing Agency’s (DVLA’s) digital transformation of its products. The Service Management team at DVLA has an opportunity for 3 Senior Customer Product and Service Managers, supporting the Lead Customer Product and Service Manager and Service Owner in managing the end-to-end, cross-platform user experience of one or more services.
This is your chance to influence how we deliver value and transform the way customers engage with our services.
This role attracts a salary of £42,848 plus excellent Civil Service benefits and flexible, hybrid working from Swansea.
DVLA delivers wide-reaching digital services to the UK public and industry. We maintain a register of 50 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 manage the end-to-end, cross-platform user experience of one or more of our services, for the duration of its lifecycle from initial development to continuous improvement. You will work very closely with the Lead Customer Product and Service Manager to develop and deliver the departmental strategy and formulate plans for operational delivery, championing user needs throughout the organisation.You will also work with other Senior Customer Product and Service Managers to ensure user needs are met to deliver an excellent and consistent user experience across all channels.
It’s 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
Your responsibilities will include but will not be limited to:
- Supporting the Lead Customer Product and Service Manager in the planning and implementation of new services or changes to existing services, including progressing changes through approval routes.
- Helping to define the scope and direction of the development and continual improvement of one or more services, supporting the transition to live and efficient 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 and conducting lessons learned.
For further information about the role please see the attached role profile.
Occasionally, you will be required to travel within the UK on official business, with possible overnight stays, however you will be notified in advance.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role.To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
We welcome applications from candidates who can speak Welsh and English. Welsh language skills would be useful in this role, but it is not an assessment criterion so it won’t put you at any disadvantage during recruitment if you aren’t a Welsh speaker.Please note that the assessment process will be held in English.