Product Owner

Product Owner - Retail Technology - £75,000

A leading UK organisation is undergoing a major digital and operational transformation and is looking for an experienced Lead Product Owner to drive forward its Customer & Retailer Care technology function.

This is a rare opportunity to join a purpose-driven, large-scale programme focused on delivering high-quality services to millions of people, with a direct, measurable impact on society.

The Role

As the Lead Product Owner, you’ll head up the team responsible for Customer & Retailer Care platforms, ensuring key systems (including AWS Connect, ServiceNow, OpenText) are continuously improved, compliant, and aligned with evolving business needs.

You’ll work closely with internal users, third-party vendors, and senior stakeholders to shape the product roadmap, manage feature delivery, and help resolve critical incidents and service issues.

• Lead a small cross-functional product team focused on customer and retailer-facing technologies.
• Own and evolve the roadmap for CRM, case management, and contact centre tools.
• Collaborate with stakeholders to gather requirements and maintain a prioritised feature backlog.
• Work with internal and external tech teams to deliver features into production.
• Support incident and problem resolution to ensure system stability and reliability.
• Monitor key performance metrics and drive improvements based on data insights.

Your Profile

• Proven experience as a Product Owner or in a similar role within product or service management.
• Background in leading or managing a technical or cross-functional team.
• Hands-on experience with call centre, telephony, or CRM platforms (e.g. AWS Connect, ServiceNow, OpenText).
• Familiarity with GDPR and secure handling of personal data (PII).
• Strong understanding of software development life cycles and agile practices.
• Experience with ITIL frameworks, incident/problem management, and second-line support.