Advert Close date: 05/11/2026
Purpose of Role:
The Product Owner is accountable for defining and owning the customer capability roadmap, ensuring that customer products and platforms (including CRM) deliver meaningful outcomes for customers and the business.
The role determines what is built, why, and when, making prioritisation and trade‑off decisions across BAU, enhancements, and transformation in alignment with customer strategy, digital change, and wider enterprise programmes. Working in close partnership across varied teams, the Product Owner ensures that customer change is outcome‑led, coherent, and sequenced to maximise long‑term value from our platforms.
Context of opportunity / Main accountabilities:
- Strategic ownership: Own the end‑to‑end customer capability roadmap, incorporating CRM and associated customer products and services. Ensure alignment with customer strategy, digital plans, and enterprise change initiatives. Define and maintain a clear product vision focused on customer and business outcomes, not just system functionality. Act as the decision‑maker for customer product direction, sequencing, and scope.
- Prioritisation, value and trade-offs: Hold accountability for prioritisation decisions across BAU vs transformation, tactical fixes vs foundational capability, and short‑term business asks vs the long‑term roadmap. Balance demand, capacity, risk, and value when sequencing work. Understand and manage the trade‑offs associated with technical debt, including how and when it is addressed. Maintain and prioritise the product backlog in line with agreed outcomes and the roadmap.
- Problem ownership and discovery: Take ownership of defining the real problem to be solved, even where business needs are not clearly articulated. Lead discovery activities to understand customer, user, and business needs. Challenge stated requirements and reframe requests into outcome‑focused problems. Operate as a business analyst where required, developing options, hypotheses, and recommendations. Translate validated problems into clear user stories and acceptance criteria.
- Delivery partnership: Work closely with delivery teams and business units to ensure the roadmap intent is feasible and delivered effectively. Lead Agile ceremonies, accepting and directing work based on defined outcomes and value.
- Position within wider programmes: Represent the customer product and outcome perspective in wider enterprise programmes. Ensure customer capability change is coherent, sequenced, and outcome‑led rather than reactive. Act as the customer product voice in cross‑functional change initiatives.
- Value realisation and insight: Define how value and success will be measured for customer capability changes. Track and communicate progress, outcomes, and benefits to stakeholders. Support the business to obtain actionable customer and operational insights.
- Budget and Resource Management: Oversee the budget for the projects, ensuring efficient allocation of resources.
- Flexibility: Operate flexibly across the business and take on ad hoc projects as required to support customer objectives.
