Lead Product Owner

Overview

Lead the strategy, roadmap and evolution of CRM and Contact Centre technology within a major transformation programme. You’ll own the product vision for customer service platforms and partner with cross-functional teams to improve experiences for millions of customers and efficiency for contact centre colleagues. You’ll drive Salesforce Service Cloud adoption, integrated contact centre tech, and emerging AI capabilities to deliver measurable outcomes. This is a leadership role shaping the future of customer service technology in a high-impact setting.

Pay / Benefits

• Car allowance or cash equivalent
• Healthcare
• Up to 18% annual bonus
• 25 days annual leave plus bank holidays
• Pension with CDC scheme and high employer contributions
• Flexible savings options and wellbeing support

Responsibilities

• Define and own the product strategy, vision and roadmap for CRM and Contact Centre capabilities
• Lead product discovery to identify pain points and translate them into solutions
• Prioritise a multi-team product backlog balancing value, priorities, debt and optimisation
• Drive adoption and enhancement of Salesforce Service Cloud (case management, automation, knowledge management)
• Shape future use of AI and automation in customer service (e.g., Salesforce Agentforce)
• Collaborate with technology, architecture, engineering, data, AI and operations teams
• Define and track product success measures (customer satisfaction, productivity, automation, cost-to-serve)
• Provide product leadership in a large-scale transformation and mentor Product Owners

Key requirements

• Hands-on experience leading products built on Salesforce Service Cloud
• Senior/Lead Product Manager experience with strategy, roadmap and delivery in complex enterprise environments
• Strong understanding of customer service and contact centre operations
• Experience with CRM platforms integrated with contact centre tech (e.g., Genesys)
• Experience delivering AI-enabled customer service capabilities and automation
• Strong stakeholder management and influence with senior leaders
• Data-driven decision making using customer insights and analytics
• Experience with Agile delivery across multiple squads and suppliers
• Strong commercial awareness balancing customer outcomes and business value

• stakeholder management
• influence and collaboration
• data-driven decision making
• Salesforce Service Cloud
• Genesys or similar contact centre tech
• Salesforce Agentforce

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