Product Owner

We’re looking for a Product Owner to help transform the experience of thousands of customer service colleagues who support millions of customers every year.

Working as part of our Customer Service Transformation programme, you’ll own the roadmap and backlog for agent-facing capabilities within Salesforce Service Cloud, helping to create a faster, simpler and more intuitive experience for customer service teams.

You’ll work closely with operational colleagues, technology teams and transformation partners to identify pain points, simplify processes and deliver solutions that improve colleague effectiveness and customer outcomes. This is a highly visible role where you’ll help shape the future of customer service through platform optimisation, automation and AI-enabled capabilities.

This is an opportunity to make a tangible impact at scale, improving how customer service teams work while supporting one of the UK’s largest transformation programmes.

What you’ll be doing

• Own and prioritise the product backlog for Salesforce Service Cloud agent-facing capabilities.
• Work directly with customer service teams to understand challenges, identify opportunities and shape solutions that deliver real business value.
• Drive continuous improvement of the agent desktop experience, simplifying workflows and reducing unnecessary effort.
• Translate business needs and product objectives into clear user stories and acceptance criteria for delivery teams.
• Prioritise work based on customer impact, operational value, risk and strategic goals.
• Lead backlog refinement and support agile ceremonies, ensuring teams remain focused on delivering valuable outcomes.
• Work closely with Product Managers, Business Analysts, UX designers, engineers, architects and operational stakeholders throughout the delivery lifecycle.
• Define and accept completed work, ensuring solutions are fit for purpose and ready for operational use.
• Help shape the adoption of AI-powered agent assistance and automation, ensuring solutions deliver measurable benefits for both colleagues and customers.
• Monitor performance metrics and user feedback to continuously improve the service and demonstrate value delivered.

You’ll be a collaborative Product Owner who enjoys solving complex operational challenges and delivering products that improve the experience of front-line users.

You’ll combine strong product management skills with hands-on Salesforce Service Cloud experience and be comfortable working across business and technology teams to drive meaningful change.

Essential experience

• Proven Product Owner experience within agile delivery environments.
• Strong Salesforce Service Cloud experience, including agent desktop, case management, knowledge management, routing and workflow automation.
• Experience delivering improvements within customer service or contact centre environments.
• Ability to translate business requirements into well-defined user stories and acceptance criteria.
• Strong prioritisation and stakeholder management skills.
• Experience working with cross-functional teams including engineering, architecture, UX and business stakeholders.
• A data-driven approach to decision-making and continuous improvement.
• Excellent communication and facilitation skills.

Desirable experience

• Experience with Salesforce Agentforce, generative AI or intelligent automation solutions.
• Experience integrating Salesforce with contact centre platforms such as Genesys.
• Experience within large-scale customer service, retail, logistics or operational environments.
• Salesforce certifications and/or Product Owner qualifications.

• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Supportive and generous company sick pay
• Funded Dental - As a manager you are eligible to a level of employer funded dental insurance**
• Health Assessment - As a manager you are eligible to an employer funded health assessment every 2 years**
• Benefits Account - With more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
• Your Wellbeing - you and your family have 24/7 access to a range of free services and tools, offering support for physical and mental wellbeing, financial guidance, and social support whenever you need it.

*Eligible for enrolment in NEST pension plan after 3 months service and CDC pension scheme after 12 months service **Available only to permanent employees

Next Steps

The next stage of the selection process will be a face to face/virtual interview.

We are committed to transparency about our career opportunities and the qualities we value.

We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you. (delete if essential criteria only)

This is a unique opportunity to play a key role in shaping the future of customer service at scale. You’ll work on meaningful transformation initiatives, influence how technology supports thousands of colleagues and help deliver better experiences for customers across the UK.

You’ll be part of a collaborative product and technology team where innovation, customer outcomes and continuous improvement are at the heart of what we do.