Job Description

Description

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.

Work Arrangement: On-site, Gaydon, England, United Kingdom

Contract Type: 3 month contract

About the Company

We are Inspired Thinking Group (ITG).

Big brands like Costa, KFC, PUMA, John Lewis & Partners, M&S, Jaguar Land Rover (JLR), and many more trust ITG to deliver the halo of engaging, tech-powered, agile content that helps them connect with their customers. Bringing this to life are our amazing ITGers (1400+), and we know they're at their best when we get their working environment right.

That means prioritising their Wellbeing through our dedicated, award-winning programme and team of 50+ Wellbeing Champions. It means platforming diversity and inclusion at every opportunity, including our Together Groups which help establish connections within our diverse communities. It means taking sustainability seriously by planting trees in areas hit by climate change, joining the UN Global Compact, and being named the Best Sustainable Technology-Led Marketing Agency in Europe.

Most of all, it means building on the culture of fun and togetherness that sets us apart in our industry.