Product Manager: Service Development

Job summary

Every day, NS&I looks after the savings of 25 million people across the UK. Behind every deposit, every login, every call and every claim sits a service, and we want you to make this service better.

It isn't about simply maintaining what already exists. We want you to get under the surface of real customer problems, using evidence rather than assumptions and shaping a roadmap that helps decide what gets improved next and why.

You'll bring the skills and experience of product management to a portfolio of services that genuinely matter to people's financial lives. Working alongside Service Designers, Content Designers, data specialists, customer experience, delivery and operational colleagues across NS&I and our strategic delivery partners, you'll champion our customers and drive forward the priorities we need to deliver.

We are currently working in a hybrid way with colleagues expected to work at their chosen office location for 40% of their working month.

Shape the outcomes: Help define what good looks like for your services, using insight, data and customer feedback to inform priorities and decisions.

Embrace your influence: You'll help manage backlogs, set priorities and make decisions that guide delivery teams, working within established governance rather than simply following instructions.

Have lasting impact: Improvements you help shape will make it easier for millions of our customers to save, manage and trust their money with a national institution.

Growth and development: You'll work alongside a Retail community of Service Development Owners, Service Designers, Content Designers, data specialists and other customer-centred roles, sharing practice and building your skills in a role that blends Product Ownership, CX and Service Design.

Join us at an important time of change: NS&I is transforming how we develop and deliver our services, creating opportunities to improve how millions of customers interact with us. The environment is complex, with multiple programmes, partners and changing priorities, so you'll need to be comfortable working through ambiguity, influencing across organisational boundaries and bringing clarity to complex problems.

Job description

Champion the customer: Dig into research, feedback and data to use what you find to make improvements that will move the needle for our customers.

Run discovery, research and testing that gets to the truth of a problem, validates ideas and helps define the right experience for customers.

Shape the backlog: Work with a living, breathing list of service and journey improvements, making decisions on what comes first and balancing customer value, business priorities and what is realistically deliverable.

Be a voice in the room that matters: Work closely with delivery teams as the business lead, helping steer day-to-day decisions and keeping everyone focused on the right path.

Build bridges, not silos: Connect with the customer experience, service design, technology, delivery and operational colleagues across NS&I and our strategic delivery partners. Keep customer outcomes front and centre through governance, prioritisation and change.

Person specification

Product and service thinking runs through you: you've owned a backlog, set priorities and made decisions based on customer and business value, whatever your job title has been until now.

Evidence led: you use research, data and feedback to shape decisions, not just instinct or the loudest voice in the room.

Comfortable working in iterative, multidisciplinary environments: you're used to working alongside designers, researchers, delivery colleagues and operations to get things done.

A confident communicator: you can build relationships and influence stakeholders at every level, negotiate effectively and hold your ground on customer outcomes when priorities compete.

Comfortable with complexity and ambiguity: you can bring clarity to complex problems, work across organisational boundaries and keep momentum when priorities or circumstances change.

If you want your product thinking to shape services that real people rely on every day, we'd love for you to apply.

Essential Experience

• Background in product, service or customer experience: you've worked as a Product Owner, Digital Product Manager, Customer Experience Manager, Service Designer, Service Improvement Lead or similar and have a track record of improving customer journeys, products or digital services.
• A discovery mindset: you know how to lead discovery, get to the heart of a problem and turn insight into clear, customer-focused solutions and requirements.
• Backlog and roadmap ownership: you're confident managing and prioritising a live backlog or improvement pipeline within Agile or iterative delivery environments, balancing value, capacity and impact.
• Evidence-led decision making: you have experience of using customer insight, analytics, research and feedback to shape decisions and prioritise what matters most, backed by strategic thinking rather than guesswork.
• Stakeholder engagement that gets results: you build lasting relationships and influence confidently across multidisciplinary teams, including design, technology, operations and delivery, facilitating, negotiating and communicating with clarity, in writing and in person.
• Experience working across organisational boundaries: you can collaborate effectively with internal teams and external strategic delivery partners, building alignment around customer and business outcomes.
• Comfort working through ambiguity and change: you can adapt to changing priorities, navigate complexity and bring structure and focus to problems that do not have straightforward answers.

Essential skills

• Discovery, problem definition and requirements development.
• Agile and iterative delivery methodologies.
• Data-driven decision making.
• Stakeholder engagement and facilitation.
• Strategic thinking and prioritisation.
• Strong written and verbal communication skills.

Essential technical knowledge

• Customer-centred product and service development.
• Backlog management and prioritisation.
• Customer journey mapping and service improvement.
• Discovery, problem definition and requirements development.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Working Together
• Delivering at Pace

Benefits

Alongside your salary of £50,300, National Savings and Investments contributes £14,571 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Some benefits of working at NS&I include:

• Learning and development tailored to your role
• An environment with flexible hybrid working options
• 9-day fortnight scheme
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 28.97%
• Generous annual leave – starting at 25 days, increasing to 30 days
• Performance-related variable pay bonus
• Enhanced maternity, paternity, adoption and shared parental leave

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accur