Product Owner

Overview

In this role you drive the CRM product vision within British Airways’ Commercial directorate, shaping features that balance business value with customer needs. You own the product backlog across CRM platforms and the Digital Customer Experience initiative, coordinating with stakeholders and delivery teams to deliver meaningful improvements. You will turn customer data and feedback into actionable features, ensuring a seamless, agentic digital experience for colleagues and customers. You’ll lead discovery, story writing, sprint planning, and stakeholder updates to keep delivery on track and impactful.

Pay / Benefits

• staff travel benefits including unlimited basic and premium standby tickets
• up to 30 discounted Hotline airfares per year

Responsibilities

• Define goals and shape the product vision with CRM Tribe Lead and stakeholders
• Own, prioritise and maintain the product backlog; generate and champion initiatives
• Research customer data and feedback to drive feature ideas from concept to execution
• Ensure a seamless, agentic digital experience for colleagues and customers
• Write clear user stories and acceptance criteria for upcoming sprints
• Analyse impact, scope and dependencies with cross-functional teams
• Coordinate development activities and release planning
• Participate in sprint ceremonies and provide delivery feedback
• Resolve issues encountered during development and drive process improvements
• Provide regular product updates to management and stakeholders
• Organise and lead Sprint Review sessions with wider stakeholders
• Act as final approver for artefacts moving into production
• Facilitate discovery workshops to define product requirements
• Ensure programme milestones are achieved on time and with quality

Key requirements

• 3+ years’ experience in a digital product-driven environment (CRM or eCommerce)
• Experience with Salesforce
• Understanding of eCommerce platforms, architecture and customer journeys
• Broad knowledge across digital disciplines (analytics, product management, UX/UI, content, development)
• Experience using Adobe Analytics or similar tools
• Strong analytical and storytelling abilities; data-driven decision making
• Ability to lead teams towards a clear product vision and collaborate across departments
• Strong organisational skills and resilience in a fast-moving environment
• Commitment to excellence, integrity and transparency
• Collaborative approach with cross-functional teams

• Portfolio of stakeholder management
• Strong communication and storytelling
• Analytical mindset
• Salesforce
• Adobe Analytics
• eCommerce platforms architecture

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