Product Owner - Customer Management

Motability Operations is seeking an experienced Product Owner to become an integral part of our Agile development team. In this role, you will play a key part in driving the implementation and evolution of CRM capabilities and customer communication strategies. You will work cross-functionally to enable smarter, more personalised customer interactions through CRM systems, push notifications, in-app messaging, and other communication tools. Acting as a liaison between stakeholders and the development team, you will translate the product vision into a prioritised & actionable backlog that maximises business value while ensuring it addresses customer needs.

Qualifications

• You have a strong background in product ownership or management within an Agile environment.
• You have proven experience delivering CRM implementation projects (e.g., Salesforce, HubSpot, Braze, Iterable, Dynamics 365, etc.).
• Hands-on experience in managing or integrating communication channels such as push notifications, email, in-app messaging, and SMS.
• Familiarity with customer engagement analytics and performance metrics.
• You possess a deep understanding of Agile methodologies and have experience managing product backlogs and developing user stories.
• Your analytical mindset allows you to assess & make data-driven decisions on how to deliver features that maximise customer and business value against KPIs.
• You are passionate about delivering high-quality products that enhance customer experiences, and you thrive in collaborative environments where you can inspire teams to achieve their best work.

Minimum criteria

• Demonstrable experience as a Product Owner or in a similar role.
• Proven experience in managing/prioritising product backlogs and developing user stories.
• Strong understanding of Agile methodologies (Scrum preferred), including participation in ceremonies including sprint planning and reviews.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with cross-functional teams.
• Familiarity with common product management tooling including JIRA, Confluence & Miro.
• While a technical background is not expected, you are expected to have knowledge/experience of the software development lifecycle.

Who You’ll Be Working With

You’ll be working closely with the Product Manager & your development squad consisting of cross-functional colleagues from Engineering, Data, Scrum Masters, Business Analysts & UI/UX.

Benefits

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 860,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2 days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, the benefits you can expect are:

• Competitive reward package including an annual discretionary bonus.
• 15% non-contributory pension (9% non-contributory pension during probation period).
• 28 days annual leave with option to purchase and sell days.
• Free fresh fruit and snacks in the office.
• 1 day for volunteering.
• Funded Private Medical Insurance cover.
• Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme.
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help.
• Funded health screening for over 50s.
• Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans.
• Employee Discount Scheme with an app to save on the go.
• Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees.
• Generous family leave policies.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender. We pride ourselves on being an inclusive employer and as such, all our offices provide first-rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.