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About the Role
The Product Owner is accountable for defining and owning the customer capability roadmap, ensuring that customer products and platforms deliver meaningful outcomes for customers and the business. This role determines what is built, why, and when, making prioritisation and trade-off decisions in alignment with customer strategy and wider enterprise programmes.
Responsibilities
- 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.
- Act as the decision-maker for customer product direction, sequencing, and scope.
- 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.
- Maintain and prioritise the product backlog in line with agreed outcomes and the roadmap.
- Take ownership of defining the real problem to be solved.
- 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.
- 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.
- Represent the customer product and outcome perspective in wider enterprise programmes.
- Ensure customer capability change is coherent, sequenced, and outcome-led.
- Act as the customer product voice in cross-functional change initiatives.
- 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.
- Oversee the budget for the projects, ensuring efficient allocation of resources.
- Operate flexibly across the business and take on ad hoc projects as required to support customer objectives.
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.
Experience Level
- Significant experience as a Product Owner
Salary/Compensations
- Competitive salary
Benefits
- Competitive salary
- Pension
- Performance related bonus
- Flexible working
- Market leading family policies
- Shopping discounts in the West End
- Private healthcare
- Life and critical illness cover
- 28 days holiday with the option to buy more
- Value work life balance and wellbeing highly
Equal Opportunity
- We are a proud disability confident employer and operate the offer of interview scheme.
- 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 careers@thecrownestate.co.uk