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.
Most important skills based requirements:
Significant experience as a Product Owner owning complex, cross‑business customer products or capabilities, specifically within the Dynamics 365 ecosystem.
Strong experience defining and communicating product vision, outcomes, and roadmaps aligned to strategy.
Excellent prioritisation and decision‑making skills in complex, low‑clarity environments.
Strong discovery and business analysis capability
Experience working within Agile delivery models
Strong stakeholder engagement and influencing skills
Sound understanding of platform architecture and how CRM integrates with wider enterprise systems
Our Offering / benefits:
As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from flexible working; market leading family policies and shopping discounts in the West End, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more. We value work life balance and your wellbeing highly, enabling you to be your best self to work.
Can I use AI to help with my application?
Yes. AI can be a useful tool for organising your thoughts, improving clarity, checking spelling and grammar, or helping you prepare for an interview.
What matters most is that your application is accurate, authentic and reflects your own skills, achievements and motivations. We want to get to know you, not an AI-generated version of you.
Disability Disclaimer:
We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk).
We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.
If you have any questions about our recruitment process or would like to talk about adjustments, please contact us directly, or at [email protected]
Please note that if we receive a high volume of applications, we may close this advert early. We encourage you to apply as soon as possible.
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