Product Owner - Operational Change (Customer Services)

AJ Bell plc; Manchester; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading investment platform company in Manchester is seeking a Product Owner to enhance and manage change processes in customer services. The ideal candidate will have exceptional communication and stakeholder management skills, with a drive to learn and adapt. Responsibilities include prioritising changes, representing stakeholder feedback, and leading delivery teams. The company offers a supportive working environment with a hybrid model and numerous employee benefits, aiming to foster professional growth and teamwork.

Benefits

Starting holiday entitlement of 27 days

Pension schemes with matched contributions

Discretionary bonus scheme

Health Cash Plan

Discounted private healthcare

Free on-site gym

Employee Assistance Programme

Personal development programmes

Casual dress code

Ongoing technical training

Qualifications

• Dynamic and experienced in change management.
• Ability to represent stakeholder/customer voice.
• Drive to learn and take on new challenges.

Responsibilities

• Manage and prioritise Customer Services changes.
• Ensure scope of delivery teams is understood.
• Lead triage sessions for change requests.
• Support external change delivery with supplier managers.
• Monitor change performance and gather feedback.

Skills

Excellent communication

Stakeholder management

Self-motivated

Professionalism

Enthusiasm

Ability to learn

Matrix management

Job description

Product Owner - Operational Change (Customer Services)

We are seeking a dynamic and experienced Product Owner to join our Operational and Regulatory Change team in Manchester, United Kingdom.

As a Product Owner you will be accountable for managing and optimising the change backlog in order to enhance the value of the change to the organisation.

The successful candidate will be responsible for maximising the value of the Customer Services changes delivered across the business.

What does the job involve?

• Managing and prioritising Customer Services changes
• Ensuring the scope of delivery teams is clearly understood
• Representing the voice of the stakeholder/customer throughout the change delivery process
• Develop a good understanding and appreciation of key business goals and strategies and specifically those which align to the Director of Customer Services
• Lead triage sessions to review, discuss and understand change requests that have been raised
• Monitoring the change performance and gathering feedback to make informed decisions and prioritise future improvements.
• Assess whether a Project Manager is required and work with the Head of Operational Governance to allocate resource where required.
• Working with internal supplier Managers to support any external change delivery
• Supporting and enabling the business to achieve its regulatory requirements, including consumer duty.

What you'll have:

• Excellent communication and stakeholder management skills.
• Good ability to matrix manage a number of teams involved in the delivery of changes
• Self-motivated, professional, and enthusiastic.
• The drive to learn and develop new skills and take on new challenges.

About us:

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 644,000 customers using our award-winning platform propositions to manage assets totalling more than £103.3 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years and in 2025 named a Great Place to Work®.

At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.

Our perks and benefits:

• Starting holiday entitlement of 27days, increasing up to 31 days with length of service and a holiday buy and sell scheme
• A choice of pension schemes with matched contributions up to 8%
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by SimplyHealth
• Discounted private healthcare scheme and dental plan
• Freeon-site gym providing a wide range of free classes
• Employee Assistance Programme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Discounted nursery fees at Kids Planet on Exchange Quay
• Loans for travel season tickets
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Parking at Exchange Quay (Subject to availability)
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Ongoing technical training
• Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend 60% of the month in the office. For new team members, the first 3 months will be spent full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.