Location
London Borough of Southwark

Hours
Hybrid working with an expectation to work at the chosen office location for 40% of the working month

Salary
£61,000 per annum

About the Role
Every day, NS&I looks after the savings of 25 million people across the UK. Behind every deposit, login, call, and claim sits a service, and we want you to make this service better. This role is not about simply maintaining what already exists; it is about getting 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.

As a Product Manager, you will bring your skills and experience 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 will champion our customers and drive forward the priorities we need to deliver.

You will help define what good looks like for your services, using insight, data, and customer feedback to inform priorities and decisions. You will manage backlogs, set priorities, and make decisions that guide delivery teams, working within established governance rather than simply following instructions. The improvements you help shape will make it easier for millions of customers to save, manage, and trust their money with a national institution.

This role offers growth and development opportunities, working 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, Customer Experience, and Service Design.

NS&I is transforming how services are developed and delivered, creating opportunities to improve how millions of customers interact with us. The environment is complex, with multiple programmes, partners, and changing priorities, so you will need to be comfortable working through ambiguity, influencing across organisational boundaries, and bringing clarity to complex problems.

Key responsibilities include championing the customer by digging into research, feedback, and data to make meaningful improvements; running discovery, research, and testing to validate ideas and define the right customer experience; shaping and prioritising a living backlog of service and journey improvements; acting as the business lead in delivery teams to steer day-to-day decisions; and building strong cross-functional relationships to keep customer outcomes front and centre through governance, prioritisation, and change.

Experience
- Background in product, service, or customer experience roles such as Product Owner, Digital Product Manager, Customer Experience Manager, Service Designer, or Service Improvement Lead with a proven track record of improving customer journeys, products, or digital services.
- Experience leading discovery phases to identify core problems and translate insights into clear, customer-focused solutions.
- Proven backlog and roadmap ownership within Agile or iterative delivery environments, balancing customer value, business priorities, and delivery capacity.
- Evidence-led decision making using customer insight, analytics, research, and feedback supported by strategic thinking.
- Strong stakeholder engagement skills with the ability to build lasting relationships and influence multidisciplinary teams including design, technology, operations, and delivery.
- Experience working across organisational boundaries, collaborating effectively with internal teams and external strategic delivery partners.
- Ability to work comfortably through ambiguity and change, adapting to shifting priorities and bringing structure to complex problems.

About you
- Product and service thinking runs through you; you have owned backlogs, set priorities, and made decisions based on customer and business value.
- You are evidence-led, using research, data, and feedback rather than instinct or hierarchy.
- Comfortable working in iterative, multidisciplinary environments alongside designers, researchers, delivery colleagues, and operations.
- A confident communicator able to build relationships, influence stakeholders at all levels, negotiate effectively, and advocate for customer outcomes.
- Able to bring clarity to complex problems, work across organisational boundaries, and maintain momentum amid changing priorities.

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and skills in product management, service development, or customer experience are essential.