Summary

Salary: Competitive
Grade: 3B
Contract Type: Permanent
Location: Finsbury Dials, London
Reporting to: Identity Services Director
Division: Commercial

The Purpose of the Role

• The Identity Services team at Post Office has a mission to provide identity solutions that put individuals first, giving them control over their identity, their data including where & how it is used. Our current product offering includes a range of in-branch and on-line identity verification services
• Post Office partnered with digital identity and biometric technology company, Yoti, in 2021 enabling us to expand our presence in the identity services market with the rollout of new online and in-branch products
• Our experience in identity services and extensive branch network, combined with Yoti’s leading technology, will help us play a key role in driving the UK’s digital transformation. We are already the market leader for providing digital identity to access Government services. As we continue to embrace new technology, further expansion will help us adapt and remain relevant - all while ensuring we continue to offer customers choice in how they transact by being there, in person, for the people who rely on us
• This role is responsible for the management of a number of Post Office’s live identity products available both in branch and online and will also provide support as part of the wider Identity Services team’s work on our future propositions with our partner
• Supplier and client stakeholder management will be a critical part of the role as the candidate will work directly with Yoti, clients and partners across the public and private sectors. They will also be expected to represent and provide the necessary support to the team internally by working closely with other POL teams in Finance, IT, Customer Experience, Marketing and PR and others
• Analysis of product performance to inform future improvements and development of products and services and marketing initiatives will be another key element of this role. The candidate will also be responsible for volume forecasts and reporting on product performance and ultimately ensuring Budget is achieved and that Post Office maintains its market-leading status
• The role will demand an excellent knowledge of the Post Office business and be able to build effective relationships with people and teams

Principal Accountabilities

• Take ownership of ongoing management of the Post Office Identity Services live products (In-Branch Verification, Document Checking Service, Post Office EasyID & Post Office PASS card)
• Accountable for product trading reporting and analysis of variances
• Responsible for the day-to-day relationship with existing clients and partners
• Work with Yoti, POL IT and supplier teams to ensure product operations run smoothly and to prioritise and implement service improvements
• Manage the Post Office aspects for onboarding new clients to the IBV service, including PM comms
• Service incident management as and when required
• Take ownership of managing IBV contracts
• Produce reliable and clear management information both in regular or ad-hoc formats to track performance and KPIs
• Use MI to conduct in depth product analysis to identify opportunities for improvement and trends in performance to help inform future decision-making, product development and marketing activities
• Monitor performance against budget and produce and iterate volume forecasts in collaboration with the Finance team
• Ensure that Postmasters have the necessary support to be able to provide branch identity services by answering any queries and requests and ensuring adequate information and training materials are provided
• Support marketing / PR activities – website changes, campaigns, social media etc.
• Advocate for great user experience, make improvements where relevant based on feedback and product performance analytics
• Provide cross-organisational expertise in Identity to support business units and projects across the Post Office product suite
• Support market sizing activities and proposition development
• Stay informed of the changing market environment, innovation in technology and customer needs to ensure the Identity Services proposition remains in line with customer, market and commercial requirements

Qualifications, Experience & Skills

• Experience working in product and/ or analytics roles.
• Strong commercial and financial acumen – can identify, assess and explain a business opportunity
• Creative with strong organisational and project management skills
• Can identify real problems and visualise simple, effective solutions
• Excellent understanding of data, analytics and reporting. Advanced Excel skill preferable
• Strong communication and effective stakeholder management skills - liaising with clients and suppliers as well maintaining relationships within the business
• Able to describe the product from an end-user’s perspective. Requires a deep understanding of users and use. Empathetic to end-user’s problems and needs
• Understanding of how best to attract customers through marketing activity. Experience of social media management beneficial
• Knowledge of or interest to learn about digital identity
• Interest in digital technologies and innovation

Behaviours

• Highly motivated, self-driven and goal orientated
• Strong communication skills, comfortable advising those in senior roles at a strategic level
• Self-starter confident to suggest new / improved ways of working
• Meticulous attention to detail
• Dependable and organised team player
• Strong interpersonal skills, coupled with good project management experience
• Proven ability to foster and maintain relationships in and outside of Post Office

Key Stakeholders

• Yoti
• Government Digital Service (GDS)
• Disclosure Barring Service (DBS)
• Post Office technology suppliers and partners (Accenture, DXC and others)
• Teams across the Post Office business: Finance, IT, Information Services, Marketing, Customer Experience, Legal, Procurement and others

About Post Office

The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together.

We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.

Our Ways of Working underpin everything we do, they are the “How” of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.

By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation. In short: Working in partnership, as one team, we deliver amazing results!

The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.