IT Product Owner - Customer

CFL are seeking a dynamic and customer-focused IT Product Owner to join our Technology team and drive the development and enhancement of technology and digital products that directly impact the customer experience. This includes retail, ecommerce, website, mobile applications, CRM, marketing and other customer-facing technologies. As the IT Product Owner (Customer), you will work with customers and customer facing colleagues to translate strategic objectives into clear IT product requirements. You will work closely with stakeholders, UX designers, developers, and third-party vendors to source/build and deliver products that are intuitive, scalable, and aligned with the company's technology and customer transformation goals. The IT Product Owner will require to have strong experience in managing delivery of technology and digital solutions in a highly available operational environment combined with a publicly visible brand. Principal Accountabilities

• Own the IT product roadmap for customer-facing technology and digital platforms including the retail, ecommerce, website, mobile app, CRM and other customer-facing technologies.
• Gather and prioritise requirements from internal and external stakeholders, ensuring alignment with strategic goals.
• Work in partnership with the Supply Chain team to source technology and digital solutions that meet the needs of business stakeholders
• Translate business needs into clear, actionable user stories and acceptance criteria for development teams/procurement activities
• Collaborate with the UX/UI team to ensure optimal user experience.
• Manage the IT product backlog, ensuring it is visible, transparent, and clear to all stakeholders.
• Lead sprint planning, reviews, and backlog sessions in Agile delivery cycles.
• Monitor IT product performance using analytics and user feedback, and iterate accordingly.
• Coordinate with Digital. Marketing, Operations, and Customer Service to ensure seamless integration of technology into customer journeys.
• Manage third-party vendors involved in IT product delivery.
• Stay up to date with industry trends, emerging technologies, and competitors to inform product innovation.

Do you have experience in UX?, * Proven experience (3+ years) as a Product Owner, Product Manager, or similar role within a digital or technology team.

• Experience delivering customer-facing digital products (e.g. websites, mobile apps, CRM systems).
• Strong understanding of Agile methodologies, particularly Scrum or SAFe frameworks.
• Excellent stakeholder management and communication skills.
• Strong analytical skills with the ability to use data to inform decisions (e.g. Google Analytics, Mixpanel, Hotjar).
• Experience working with cross-functional teams including developers, designers, QA, and business stakeholders.
• Familiarity with tools such as Jira, Confluence and product roadmap tools.
• Understanding of digital marketing and CRM integration is desirable.
• Experience within the transportation, travel, or mobility sectors is also desirable.
• Customer-centric mindset with a passion for improving the digital customer journey.
• Ability to balance technical, business, and user priorities.
• Comfortable operating in a fast-paced, changing environment.
• Strong organisational and time management skills.
• Proactive, collaborative, and solution-oriented.
• Strategic thinker with a pragmatic, delivery-focused mindset.
• Comfortable navigating a complex stakeholder environment.
• Strong communicator, both written and verbal.
• Passionate about technology and its ability to drive business value.

Competitive Market Salary Contractual hours

37.5 Basis

Full time Package

• A rewarding career * Agile working * A competitive salary * Excellent training, development, and career progression * 37 days annual leave (pro-rata) * Staff travel pass for yourself, spouse/partner, and dependents * An industry leading pension

Calmac Ferries Limited (CFL) is a ferries and port operations business with 1,800 staff and turnover of more than £350m. We operate 33 ferries across 31 routes and 50 ports, carrying 5 million passengers and 1 million vehicles each year.