Teams at Financial Ombudsman Service

Lead a team of 15+ casework Investigators, managing performance, coaching, development, wellbeing, engagement, and service delivery. Use performance data to identify trends and address underperformance, support change, oversee fair and timely customer outcomes, resolve complaints, identify training needs, and promote inclusive leadership. The role also involves setting objectives, tracking progress, collaborating with senior colleagues, and driving continuous improvement.

Leads the design, development, maintenance, and continuous improvement of casework support tools and templates using Microsoft Power Platform. Translates business requirements into technical solutions, drives automation and process improvement, provides technical leadership, mentors Systems Analysts, manages releases and quality, and collaborates with stakeholders and external software providers. The role also deputises for the Digital Product Manager and supports delegated projects.

Own and mature technology product roadmaps for casework or digital products, aligning technology changes with organisational goals. Partner with platform owners, casework teams, enabling functions, internal technology teams, and external suppliers to prioritise work, manage governance, communicate complex issues, and deliver valuable improvements for customers and colleagues. Products include Microsoft Dynamics 365-based casework systems, Ombudsman Connect, and the Digital Front Door.