Lead Product Owner

Department for Work and Pensions

Closing date: 26 Aug 2019

Reference number



Up to £80,198


Grade 6

Contract type


Business area

DWP - Digital

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time


37 hours per week

Number of posts



Manchester, North West

About the job

Job description

Digital Channels is made up of 3 Product Areas – Intelligent Automation Garage (IAG), Document Management and Next Generation Contact Centre (NGCC). These 3 areas combine to transform and digitise the way in which DWP delivers customer facing services.

We support 84,000 colleagues with critical services such as Contact Centre, Printing, Robotic Process Automation and Document Retrieval.

Over the next 3 years the amount of transactions between DWP and our customers is expected to double. Our challenge is to automate and reduce the amount of time needed to handle these transactions. This is in areas such as Predictive Messaging, Telephony Self-Service, Automation of repetitive administrative tasks and digitisation of paper notifications.

Our teams manage change, live run, development and strategic direction for our products. We work across 6 Digital Hubs with diverse, dynamic teams focused on driving better outcomes.

The Product Owner is responsible for producing world class products for public services in line with the Government’s digital services standard, that are accessed by millions of users.

The Product Owner will use their knowledge of user needs and business objectives to frame problems and set priorities for their delivery teams. The role holder is responsible for building and leading delivery squads in the identification, development and deployment of Contact Centre, multi and omni-channel capabilities into a contact centre environment, enabling business transformation.

The Core Purposes of the Product Owner are:

• Set The Product Vision - Form the vision for the product(s) and engage with teams and stakeholders in the development of that vision over time.

• Product Ownership - Define the minimum viable product and work with the product team(s) to agree candidates for release, defining delivery plans and communicating progress to the wider business and customers as appropriate.

• Life-cycle Management - Maintain and iterate a product over time to continuously meet user needs and support in the effective production.

• Managing product backlogs/options - Create the list of backlog items and prioritise them based on the overall strategy and business objectives.

• User focused - Act as the voice of the business and the users during development and service transition.

• Agile - Ability to work in a fast paced, evolving environment and utilise an iterative method and flexible approach to enable rapid delivery.

Roles and Responsibilities

• Work with programme managers and service owners to develop the overall strategy for the service or programme. Additionally, work alongside Senior Civil Service colleagues to understand the minister's vision and requirements.

• Provide leadership and direction to the product team, working with product owners to shape the vision, scope and high level roadmap for critical products and services.

• Track progress against goals and performance metrics for all products within the service or programme evaluating success against defined outcomes and ensuring return on investment.

• Co-ordinate development across multiple products to support the overall strategy for the service or programme.

Essential Skills

• Experience of actively leading & managing significant transformational change across a contact centre/call centre.

• Experience of driving customer insight and usability based strategy to develop digital services and a high degree of market awareness.

• Experience of adopting innovative technologies / approaches to technologies to deliver business benefit.

• Have worked across department or functional boundaries in order to effectively communicate your vision and gain stakeholder buy in.

• Have provided leadership advise and developed product strategy and its roadmap.


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

  • Communicating and Influencing
  • Managing a Quality Service
  • Changing and Improving

Technical skills

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

  • Problem Management -Level 4
  • Agile & Lean Practices-Level 3



Civil Service pension schemes may be available for successful candidates.


In addition to salary there is an attractive benefits package which includes:

• an employer pension contribution of up to 20%.

• a generous annual leave allowance.

• flexible working arrangements.

Packages will be discussed with successful candidates based on skills and experience.


The salary for this role is up to £70,102 p.a.Where the maximum salary is offered an additional allowance up to £10,096 may be paid for exceptional candidates depending on skills and experience.

In all cases the additional allowance is non-pensionable. The requirement to continue paying an additional allowance and the amount payable is subject to review at least annually.

Flexible starting pay may apply to these roles.

Things you need to know


Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.
Stage 1 - Sift: As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

Please note that your personal statement should be aligned to the Essential Skills listed above.

The information you provide in your CV and Personal Statement will be used to assess you against the Essential Skills listed in the advert.

Stage 2 - Interview: The final stage of the process will be a blended, face to face interview. At the interview you will be assessed against the Behaviours and Technical Skills listed in the advert.

Only candidates that have been successful at the previous stage will be invited to attend.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

For further information, please contact: digitalworkplace.recruitment2019@dwp.gsi.gov.uk.

Sift/interview dates and location

Applications will be sifted at regular intervals throughout the course of the campaign.

Interviews will take place in Manchester from mid-September to early October.

If successful and transferring from another Government Department a security check may be carried out.

Further information

A reserve list will be held for a period of 6 months from which further appointments can be made.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.

If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.

New Tax Free Childcare Scheme

Any move to DWP will mean you will no longer be able to carry on claiming childcare vouchers.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

- Contact Government Recruitment Service via digitalrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

- Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.


If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: digitalrecruitment.grs@cabinetoffice.gov.uk.

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission:

Click here to visit Civil Service Commission.

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