Product Owner

Job Type:

Permanent

Build a brilliant future with Hiscox

About Hiscox

Hiscox is an international specialist insurer, headquartered in Bermuda and listed on the London Stock Exchange. Our purpose is simple: we give people and businesses the confidence to realise their ambitions. Guided by our values of Courage, Human, Ownership, Integrity and Connected, we continually invest in technology and innovation to improve experiences for colleagues and customers alike.

About End User Experience and App Services

The End User Experience (EUX) function exists to ensure that every colleague across Hiscox can work productively, effectively and securely through technology. As EUX continues to evolve towards a more product-led operating model, the App Services capability will help own, govern and continually improve key technology platforms that support colleague experience, operational efficiency and service management outcomes.

The App Services portfolio includes ServiceNow as the primary IT Service Management platform, with opportunities to shape adjacent colleague experience products such as Nexthink, HappySignals and future experience management capabilities where business need and product maturity align.

The Role

Reporting to the Product Manager - EUX, the Product Owner - IT Service Management Tooling will be responsible for shaping, prioritising and driving continual improvement across Hiscox’s ServiceNow platform and related App Services products. The role owns the day-to-day product backlog and supports the translation of strategic direction, stakeholder need and operational insight into clear, valuable and deliverable outcomes.

The successful candidate will work from roadmap definition and intake through to refinement, prioritisation, sizing, allocation of work and delivery follow-through. They will partner closely with the Configuration Analyst, Service Management teams, technical colleagues, suppliers and business stakeholders to improve adoption, strengthen governance and ensure ServiceNow continues to enable high-quality service management outcomes across Hiscox.

This role will suit someone who combines strong Product Ownership discipline with practical ITSM experience, excellent stakeholder management and a continuous improvement mindset. ServiceNow and Employee Center experience is highly preferred, while experience with any enterprise ITSM tooling is essential.

Role focus

Own and manage the ServiceNow product backlog, ensuring the right work is refined, prioritised and ready for delivery.

Turn roadmap themes, stakeholder demand and operational insight into clear user stories, acceptance criteria and delivery outcomes.

Work closely with Configuration, Service Management and App Services colleagues to improve adoption, usability, governance and business value.

Potentially extend Product Ownership across adjacent App Services products, including Nexthink and HappySignals.

Key Responsibilities

Product Strategy, Roadmap and Value Management

· Own and maintain the product roadmap for IT Service Management tooling, with ServiceNow as the primary platform focus.

· Translate strategic priorities, service management needs and user feedback into a prioritised backlog of enhancements, fixes and continuous improvement activity.

· Define and communicate product objectives, outcomes and success measures, ensuring the backlog remains aligned to business value, risk, user experience and operational need.

· Assess new demand through structured intake, clarifying business outcomes, feasibility, dependencies, sizing assumptions and prioritisation options.

· Support a value-focused approach to technology delivery, balancing colleague experience, control, resilience, adoption and efficient use of delivery capacity.

Backlog Ownership, Refinement and Delivery

· Own the ServiceNow backlog and ensure work is appropriately captured, refined, prioritised, estimated and ready for delivery.

· Create and refine user stories, acceptance criteria, business rules and delivery requirements in partnership with analysts, engineers, configuration specialists and stakeholders.

· Lead refinement, prioritisation and sizing conversations, ensuring delivery teams have the required context to allocate and progress work effectively.

· Coordinate allocation of prioritised work across delivery resources, making trade-offs transparent and escalating decisions where required.

· Track delivery progress, manage dependencies and support testing, release planning, change communications and adoption activity.

ServiceNow Platform Ownership and Adoption

· Drive continual improvement of ServiceNow capabilities across ITSM processes, service catalogue, request fulfilment, workflow, knowledge, reporting and Employee Center where applicable.

· Partner with the Configuration Analyst to ensure platform changes consider CMDB, Configuration Item data, dependency mapping, reporting, governance and data quality impacts.

· Work with Service Owners, Service Management teams and support functions to improve adoption, usability and consistency of ServiceNow processes and experiences.

· Use platform data, stakeholder feedback and operational insight to identify recurring pain points, improvement opportunities and adoption barriers.

· Promote simple, supportable and well-governed platform configuration that improves colleague experience and reduces operational effort.

Stakeholder Engagement and Product Leadership

· Act as a trusted partner for stakeholders across Service Management, EUX, App Services, technology teams, suppliers and business functions.

· Facilitate clear decision-making around priorities, scope, trade-offs, dependencies and expected outcomes.

· Communicate product direction, delivery status, risks and decisions clearly to both technical and non-technical audiences.

· Lead product conversations across internal teams and third-party suppliers, ensuring delivery activity remains focused on agreed business outcomes.

· Provide demonstrations, release updates and knowledge-sharing sessions to support successful adoption of new or changed capability.

Governance, Risk and Operational Excellence

· Ensure ServiceNow and related tooling changes are delivered in line with agreed governance, change, testing, security and compliance expectations.

· Maintain clear product documentation, decision records, requirements, acceptance criteria and release notes where required.

· Support audit, assurance and reporting activity by ensuring product decisions, platform changes and backlog priorities are traceable and well documented.

· Work with support and technical teams to investigate recurring issues, prioritise sustainable fixes and reduce operational risk.

· Contribute to the maturity of App Services as a product-led capability, including improved intake, prioritisation, roadmap management and delivery governance.

Adjacent App Services Products

· Where required, take Product Ownership responsibility for adjacent App Services products such as Nexthink and HappySignals.

· Identify opportunities to use Digital Employee Experience, observability and colleague feedback tooling to improve service quality and colleague experience.

· Work with EUX and operational teams to connect insights from ServiceNow, Nexthink, HappySignals and other platforms into meaningful improvement activity.

· Ensure adjacent products have clear ownership, appropriate stakeholder engagement, defined value outcomes and a manageable delivery backlog.

Person Specification

Essential Experience

· Proven Product Ownership experience in a technology, service management, enterprise systems or platform delivery environment.

· Experience owning or managing a product backlog, including intake, refinement, prioritisation, sizing, delivery planning and acceptance criteria.

· Experience working with IT Service Management tooling in a medium or large enterprise environment. ServiceNow experience is hig