Product Manager - Customer Experience

DfE Digital - Manchester

Full-time (Permanent)
£49861 New entrants are expected to join on the pay band minimum, however an additional non-pensionable allowance of up to £5,000 may be available, dependent on skills and experience.
Published on
16 November 2020
23 November 2020

We are looking for an experienced Product Manager to lead a multi-disciplinary team to define, own and seek problems. You will develop an overall vision for a service and engage your partners and team in the development of that vision over time.

Heading the evolution of a product through discovery, alpha, beta, and live stages.
Work to help define, deliver, and measure services for our users, making sure we meet the needs of our users and deliver real value to the organisation.

We need someone who has significant digital experience but can also think strategically about how the service that can operate across multiple touchpoints both on and offline.

You will be supporting teams to follow agile, user-cantered methods.

In your role you’ll be working with a team of hardworking user researchers, developers, service designers, interaction designers, analysts, agile, and content specialists who share a vision for making better government through the smarter use of technology and design!

As a product manager, you will:

• Recognise the problem by working closely with stakeholders, users, technical, policy and operational specialists to strengthen and build a product vision
• Advocate your product or resource to senior stakeholders
• Lead a problem area and collaborate with a multidisciplinary team to deliver solutions iteratively and improve it through multiple delivery phases
• Develop a specialist understanding of the users’ needs and champion these in the delivery of your product
• Define, explain, and iterate a vision that is compelling to your users, team, and partners
• Develop and prioritise a product or portfolio roadmap and backlog, writing good user stories and making decisions based on data, up-to-date evidence and changing priorities
• Set measurable goals and report against these to demonstrate progress against stated benefits
• Ensure your product meets the Digital Service Standard.
• Lead the team’s participation in wider governance (e.g. spend controls, service assessment, programme boards)
• Play an active role in the growing DfE product manager and service designer community as well as the cross-government community.
• Build a diverse, inclusive, encouraging culture that stimulates innovation and enables conscientious teams to build and sustain high quality products.

The Team
The Design and Communications team work on the customer experience for learners, parents, providers and employers. We bring together a number of disciplines; design, content, comms, research and customer experience; to create holistic services that respond to our customers changing contexts and needs. Working at the ESFA as part of the Department for Education is an opportunity to shape the learning experiences of the next generation, and to help build an education system that creates value for communities.

Essential Skills and Experience

• Agile working: Is aware of agile methodology and how to apply the agile approach to all aspects of their work

• Lifecycle Perspective: Understands the different phases of product delivery and can supply to, plan, or run these

• Operational Management: able to head the operational process of formulating and running a product/ service throughout its entire life cycle.

• Problem Ownership: understands and identifies problems, analysing and helping to identify the appropriate solution.

• Product Ownership: Collects and translates user needs into deliverables.

• Strategic Ownership: Focuses on outcomes, not solutions.

• Is enterprising- develops results-oriented visions and strategies. Gets the organisation and team to consensus.

• User focus: Understands users and can identify who they are and what their needs are based on evidence.


During the application process, we will be assessing your skills and experience and how these align to the essential skills and experience in the job advert.
This will be demonstrated in you CV and Personal Statement, please ensure these are both tailored to the essential skills and experience, in this advert.

The CV will be assessed in line with the essential skills and experience as listed in the responsibilities section of the advert.


Strength and experience based questions will be asked at the interview. Experience questions will be aligned to the essential skills in this advert.

If you are selected for interview, you will be required to do a presentation. Further details will be provided, if successful at application stage.

Sift is expected to take place mid November.
Interviews are expected to take place in early December.

Interviews will be conducted via Microsoft Teams, if sent an invitation to interview, please ensure that you have this software.

Feedback will only be provided if you are selected for interview.

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