Product Owner, Customer Experience

Product Owner - Customer Experience (CRM Lifecycle and Automation)

Overview Of Role

Global Player allows listeners to enjoy all of Global’s radio brands, award-winning podcasts, competitions, and expert-curated playlists across app, web, TV, in-car, and smart speakers.

As a Product Owner - Customer Experience, you will help shape how we understand user behaviour and deliver data-driven, personalised messaging strategies that increase product engagement and drive growth, and retention in the Global Player userbase.

You’ll work across Global’s direct user-facing messaging ecosystem, including:

• Push Notifications

• In-App Messages (IAMs)

• Email

This is a uniquely cross-functional role where you’ll learn and apply skills across messaging strategy, lifecycle management, data analysis, and experimentation and multivariate testing. You will collaborate closely with Engineering, Product Design, Data, and the content teams across the business.

Key Responsibilities

• Strategy and planning (40%) - Developing and refining plans for campaigns to drive retention, engagement, and user value. This will include presenting at product discovery to gather feedback from the wider team.

• Building, launching, and monitoring live campaigns (30%) - Building messaging campaigns and journeys, launching after sufficient testing and QA, and monitoring performance closely.

• Reporting and analytics (30%) - Circulating regular reports on campaigns and test results and building dashboards for monitoring and alerting.

Reporting Of The Role

This role reports to the Product Lead - Customer Experience.

What You’ll Love About This Role

Think Big: You’ll work across many different brands, teams, and content types, on platforms used by millions – no day is the same

Own It: You’ll be a key owner of the product experience for our users, with the opportunity to identify, pitch and implement new initiatives for content engagement and revenue growth.

Better Together: You’ll work with a high performing multi-disciplinary team to deliver industry leading products across web, mobile, TV, in-car and smart speakers. Keep It Simple: There’s no red tape here, you’ll collaborate with colleagues across the business, make fast decisions and prioritise delivery.

What Success Looks Like

In your first few months, you’ll have:

• Been trained across key MarTech platforms used by the team (Braze, Amplitude, mParticle, RevenueCat).

• Built a strong understanding of our digital platform users and their behaviours, and how to maximise user value.

• Become comfortable navigating our user data ecosystem.

• Planned, proposed, and executed engagement campaigns across all of our core messaging channels.

• Integrated into the Global Player agile workflow and contributed to wider product planning across Global’s digital platforms.

• Contributed to monthly and quarterly reporting with insights and recommendations.

What You’ll Need

The ideal candidate will be proactive and eager to design and deliver innovative user-facing strategies. You should bring:

• Passion for user experience, digital products, and product-led growth.

• Foundational understanding of MarTech and messaging platforms (e.g. Braze, Iterable, Klaviyo).

• Experience working on or supporting digital media or consumer products.

• Experience working on or contributing to products with premium subscription models.

• High attention to detail and accuracy.

• Strong organisation, planning, and time-management skills.

• Ability to thrive in a fast-paced, campaign-driven environment.

• Strong numeracy skills and the ability to analyse large datasets.

• Confidence working cross-functionally and influencing multiple teams.

• Understanding of GDPR and data compliance.

• You’ll be confident using AI to assist you in performing your best work in an efficient way.

Nice to Have

• A degree (2:1 or above) in a data, human behaviour, or marketing-centric subject.