We are seeking an experienced Product Owner to lead the stabilisation and transformation of the customer account experience across a complex digital ecosystem for a global automotive client.
This role combines Product Ownership and Product Management responsibilities, leading cross-functional discovery activities, defining customer account strategy, and establishing a clear target-state operating model across customer-facing digital platforms, mobile applications, CRM environments and supporting systems.
The successful candidate will assess end-to-end customer journeys, platform ownership, data flows and governance models to identify and address fragmentation, duplication and inconsistency across the technology landscape.
Working closely with Product, Engineering, Data, Marketing, Customer Operations and Business stakeholders, they will define a cohesive future-state vision and roadmap that improves customer experience, reduces operational risk and supports ongoing digital transformation programmes.
This is a strategic role requiring a strong balance of discovery, stakeholder engagement, customer journey design, data governance and hands-on product delivery leadership.
Key Responsibilities
- Lead discovery activities across customer platforms, CRM systems and integrations to understand current processes, data flows and ownership
- Facilitate workshops to map customer journeys, platform architecture, customer data and system dependencies
- Partner with Business Analysts and technical teams to create a clear current-state view across platforms
- Identify and resolve data quality issues, including duplicate records, inconsistent profiles and conflicting sources of truth.
- Map and optimise end-to-end customer account journeys, including registration, authentication, profile management and consent preferences
- Analyse customer experience pain points, risks and opportunities for improvement across digital and CRM channels.
- Define data ownership, governance standards and system-of-record accountability for customer data
- Collaborate with Architecture, Engineering and Data teams to establish scalable data governance practices
- Develop future-state customer journey and account management strategies aligned to business goals
- Create transformation roadmaps covering customer, data, platform and integration improvements
- Act as Product Owner for customer data and account transformation initiatives, managing backlogs and delivery priorities
- Define and refine epics, features, user stories and acceptance criteria to support successful delivery
- Align business requirements with technical solutions to maximise customer value and operational efficiency
- Build strong relationships across Product, Engineering, Data, Marketing and Operations teams
- Lead stakeholder workshops, drive decision-making and provide regular updates on progress, risks and recommendations
- Identify, manage and mitigate risks relating to customer journeys, data quality, integrations and compliance
Requirements
Essential Proven experience as a Product Owner, Product Manager or Digital Product Lead within a complex enterprise environment
Experience leading customer account, CRM, identity, profile management or customer data initiatives
Demonstrable experience mapping and improving end-to-end customer journeys
Experience leading discovery, analysis and strategic planning across multiple products, platforms and teams
Strong understanding of customer data management, CRM ecosystems and system integrations
Experience defining product strategy, roadmaps and delivery backlogs
Strong stakeholder management, facilitation and workshop leadership skills
Experience working within Agile delivery environments
Excellent analytical, communication and problem-solving capabilities
Ability to operate effectively within complex transformation programmes and ambiguous environments
Desirable Experience working within automotive, retail, financial services or other customer-centric industries
Experience supporting CRM transformation or platform modernisation programmes
Knowledge of customer identity management, consent management and data governance principles
Understanding of Master Data Management (MDM) concepts and customer data architecture
Experience delivering omnichannel customer experiences
We Value Diversity
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.
We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.
At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we're always stronger together.
ITG have a number of community groups available to employees and exist to offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other.
What next?
If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.