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# Product Owner

- **Company:** Royal Mail
- **Location:** London, UK
- **Salary:** £54,897.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Knowledge Management, Routing, Salesforce.Com, Genesys, Generative AI, Data Analytics, Performance Monitor
- **Published:** October 6, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5914736655

## About the Role

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.

## Description

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.