The Service Experience Product Owner is the key business facing role as relates to the end to end user experience being delivered by Group IT Services. This role is responsible for ensuring that users are able to provide ideas for improving services as relates to their technology experience and for identifying the issue, be it process or otherwise, when issues slip through the cracks.

This role will be working closely with the Request Fulfillment and Service & Channels Product Owners to ensure that there is a coherent vision and approach to delivering, improving and communicating the services delivered by Group IT.

This role will continually be aiming to improve their colleagues’ experience by driving design of outstanding, seamless experiences that span mobile, web, emerging technologies and all other appropriate channels to the end users of the service request or incident management processes.

Primary accountability is to be the visible escalation point for all ‘enterprise wide’ infrastructure issues and their communication out to the business. The role will also be required to champion the service and to balance escalations with the good news stories where service levels are being met and the metrics demonstrate ongoing performance improvements. Owns the service experience across the journey, continuously looking for improvements and responsible for sponsoring, designing, and continually improving user experience processes and their associated metrics. Continually pressing the IT organisation to achieve excellence

The secondary accountability will be the alignment to a number of Business Units where the role will act as the initial contact point for all Group IT delivered services, their escalations, updates and stake holder communications. This will be achieved through the proactive monitoring and tracking of service data on a daily / weekly / monthly basis. You will engage IT partners and colleagues to identify route cause and resolve colleague experience/service processes and issues

Define how IT partners should meet the internal Colleague Experience in line with the L&G vision through service agreements and targets. Lead on the continual review and development of the Enterprise Wide infrastructure services. You will be accountable for liaising with all of the service towers that directly or indirectly influence the services delivered by Group IT. Participate in relevant communities to drive continuous improvement in L&G's technology and service capabilities

Responsible for ensuring that the services delivered to their Business Unit customers and Service Community meets the agreed service and availability targets. Regular reporting and service updates to be provided and Root Cause Analysis as part of the Critical Incident Process. For all Critical or Major Incidents, Colleague Experience will work with the other functions in Group IT Services and will act as the single conduit into the aligned Business Units and their Service Management teams by being accountable for the agreed delivery of all Root Cause Analysis (RCA) actions as agreed with your Business customers

Responsible for contributing to capacity, availability, problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day to day activity.

Actively identify risks, ensure they are appropriately logged and tracked at the appropriate forums, and take appropriate action to mitigate or resolve.

Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers’ expectations are met, is consistent with what we have communicated and is aligned to L&G’s Customer Experience and Treating Customers Fairly policy.

Continually work to build effective, positive working relationships with both our Third Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.

Qualifications:

Experienced as mid or senior level Service Designer, User Experience Designer or similar role

Exposure to and understanding of ServiceNow or other ITSM tool

Knowledge:

Detailed knowledge of Demand Management, Capacity Planning, Major Incident Management and Continual Service improvement

Knowledge of the latest User Experience / Service Design practices

Knowledge of Agile best practice and how to apply it to product development / enhancements

Ability to acquire and maintain a working knowledge of a wide range of applications and services

Skills:

Ability to prioritise, organize and manage a complex and sometimes conflicting workload, and to work well under pressure

Ability to anticipate business needs and to exceed expectations

The ability to think radically to develop innovative solutions, articulating customer vision with a high level of credibility and effectiveness to drive good customer outcomes

Ability to analyse knowledge data i.e. from PIR/lessons learned, other collateral to influence and implement change to service quality

Ability to investigate, diagnose and problem-solve to achieve best in class end to end colleague experience

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information regarding this role please contact Lynn Morriss (lynn.morriss@landg.com) OR Reesa Berry (reesa.berry@landg.com)