Digital Product Owner - Customer Platforms

• AGS Airports is seeking a Digital Product Owner Customer Platforms to take ownership of our customer-facing digital products and associated technology platforms across Glasgow, Aberdeen and Southampton airports. Reporting to the Digital Transformation Director, this role will be responsible for ensuring our websites, eCommerce platforms, Salesforce CRM and wider customer technologies deliver measurable customer, operational and commercial outcomes.
• The successful candidate will act as the primary technology product owner for AGS customer platforms, shaping roadmaps, improving customer journeys, governing platform change, managing suppliers and ensuring digital products continue to support commercial growth, customer self-service, operational resilience and value realisation., * Own the lifecycle management, performance and continuous improvement of AGS customer-facing digital products, including airport and corporate websites, eCommerce platforms, Salesforce CRM, marketing technology and emerging customer channels.
• Develop and maintain product roadmaps, prioritised backlogs and optimisation plans informed by analytics, customer insight, experimentation, testing and commercial performance.
• Translate customer, commercial and operational needs into clear product requirements, epics, user stories, acceptance criteria and measurable outcomes.
• Lead and support delivery of eCommerce, CMS, front-end and customer platform initiatives, including requirements definition, supplier engagement, implementation readiness, release planning and transition into business-as-usual support.
• Act as technology product owner for Salesforce and associated customer platforms, ensuring effective governance, adoption, integration, data quality, consent management, release control and commercial value.
• Track and report benefits, risks and performance across customer platforms, including conversion, digital participation, customer self-service, ancillary revenue, platform availability, roadmap delivery and supplier performance.
• Manage third-party suppliers through service reviews, SLA monitoring, escalation management, roadmap alignment, vendor risk management and commercial performance review.
• Ensure customer-facing digital products comply with AGS technology standards, enterprise architecture, cybersecurity, GDPR, audit, data, integration and operational resilience requirements.Work collaboratively across Commercial, Marketing, Customer Experience, Operations, Technology, Data and supplier teams to deliver practical, value-led digital outcomes., * The role operates within the Information Technology, Data and Digital function and reports to the Digital Transformation Director. It has no direct reports but provides matrix leadership across suppliers, agencies, project teams, subject matter experts and business stakeholders.
• The post holder will be responsible for day-to-day management of agreed digital platform budgets, delegated product expenditure, supplier licensing optimisation and commercial value tracking. The role supports delivery across customer platforms with project delivery dimensions of capital expenditure over £0.5m and operating expenditure over £0.5m.
• The role works across Glasgow, Aberdeen and Southampton airports and may be required to support priority incident response, release activity, supplier escalations and operational readiness activity outside standard business hours where business-critical digital services are affected.

• Degree-level qualification or equivalent professional experience in digital, technology, business, product management, marketing technology, information systems or a related discipline.
• Experience managing enterprise SaaS platforms, customer-facing digital products, Salesforce CRM, websites, CMS, eCommerce platforms or marketing technology.
• Proven experience of digital product management, product lifecycle ownership, roadmap management, backlog prioritisation and delivery of technology-enabled business change.
• Experience working with third-party suppliers, agencies, system integrators or SaaS vendors, including supplier performance, service ownership and operational support.
• Strong understanding of Agile delivery, requirements definition, stakeholder-led prioritisation, system integrations, APIs, analytics, reporting and information security fundamentals.
• Evidence of continued professional development in digital product ownership, CRM, eCommerce, customer experience, technology delivery or service management.

Desirable education and experience:

• Professional Product Owner qualification such as Certified Scrum Product Owner, Professional Scrum Product Owner or equivalent.
• Salesforce certification or equivalent CRM platform training.
• ITIL, service management, supplier management or vendor governance qualification.
• Formal training or experience in digital marketing, analytics, customer experience, UX, eCommerce or marketing technology.
• Experience within airport, travel, parking, retail, ancillary revenue or regulated industry environments.

Pulled from the full job description Employee assistance programme Free parking Company pension Private medical insurance On-site parking

Full job description

We have an exciting opportunity at AGS Airport for a Digital Transformation Owner - Customer Platforms to join our IT team. The role will be based at Glasgow Airport.

What we can offer you:

Competitive salary and benefits package Participation in our annual bonus plan 25 days annual holiday plus 8 public holidays Generous pension contributions Employee Assistance Programme Private Healthcare Flexible Benefit Platform Life Assurance Cover Free on-site car parking Agile/Flexible working, where appropriate for the role