Lead the strategy, roadmap and evolution of CRM and Contact Centre technology within a major transformation programme. You’ll own the product vision for customer service platforms and partner with cross-functional teams to improve experiences for millions of customers and efficiency for contact centre colleagues. You’ll drive Salesforce Service Cloud adoption, integrated contact centre tech, and emerging AI capabilities to deliver measurable outcomes. This is a leadership role shaping the future of customer service technology in a high-impact setting.
Pay / Benefits
Car allowance or cash equivalent
Healthcare
Up to 18% annual bonus
25 days annual leave plus bank holidays
Pension with CDC scheme and high employer contributions
Flexible savings options and wellbeing support
Responsibilities
Define and own the product strategy, vision and roadmap for CRM and Contact Centre capabilities
Lead product discovery to identify pain points and translate them into solutions
Prioritise a multi-team product backlog balancing value, priorities, debt and optimisation
Drive adoption and enhancement of Salesforce Service Cloud (case management, automation, knowledge management)
Shape future use of AI and automation in customer service (e.g., Salesforce Agentforce)
Collaborate with technology, architecture, engineering, data, AI and operations teams
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