Product Support Officer

Product Support Officer

Application closing date 15/04/2018

Location Holborn, London

Salary Circa £25,333 (inclusive of Inner London Weighting) per annum

Package Permanent, Full-Time (Working 35 hours a week)

Are you eternally curious, creative, resourceful, and good at navigating ambiguity and building something from nothing? Want to work in an innovative and fast-paced environment and develop and deliver ideas that make a difference? Join a great team equipped with a flexible working environment and handy collaborative tools (we use Basecamp, Slack, Mural, Trello etc). Basically, we’re built to just do it and make things happen!

How we work:

Action for Children does what’s right, does what’s needed and does what works for children in the UK. Every year, our team changes the lives of 370,000 children, young people and families.


The Innovation team develops and optimises products that generate income, increase engagement and deliver services. As the Product Support Officer, you will be working on the development and delivery of fundraising innovation products.


We believe in:


  • INNOVATION that’s strategically focused and turns ideas into solutions that add value to users and Action for Children


  • PRODUCT DEVELOPMENT that’s iterative, audience-led and evidence-based


  • INNOVATION CULTURE that encourages curiosity and experimentation, and celebrates taking risks and learning from failure


How you’ll make a difference:


  • By supporting the product development and innovation function within the Digital & Innovation team.
  • By optimising existing products, project manage optimisation cycles including user testing, stakeholder management and managing developers.
  • By recruiting users and managing facilities/resources needed for surveys, interviews, focus groups and other research and facilitating user research sessions to ascertain users’ needs.
  • By assisting on the development, management and co-ordination of product plans and reporting schedules.
  • By creating and maintaining the product development processes board and learning library.
  • By producing reports and management information.
  • By managing queries for the product development and innovation team, ensuring that enquiries are answered and SLAs are adhered to.
  • By engaging with users and stakeholders through a range of channels (for example, regular newsletters or talks) to encourage take-up of innovation tools and participation in the innovation process.
  • By playing an active role in the Fundraising, Communication and Policy division sharing learning and celebrating progress made by other people and teams.



What you’ll need:

  • Highly organised with an ability to work to deadlines, prioritise work and to work flexibly across projects
  • A rigorous approach and strong attention to detail
  • Ability to produce clear, concise summaries and identify critical information, both written and oral
  • A creative and resourceful approach to bringing ideas and learnings to life so that it gets people excited and makes concepts and tools easy to understand and use
  • Clear verbal, written and presentation skills, including an ability to communicate with expert technical and senior level staff to guide them through a structured decision-making process
  • Strong research and analysis skills
  • Ability to use own initiative and know when to refer issues up to a more senior level
  • Experience of project working, experience of agile working is a bonus
  • Knowledge and experience of product management, user research, fundraising & marketing, and innovation are not required, but are a bonus