Product Owner (Zendesk)

Zendesk Product Owner Location: Hybrid – Liverpool Street (1-2 days a week) Salary: £80-100k Job Type: Permanent Role Overview: We are seeking an experienced Zendesk Product Owner with strong expertise in contact centre platforms, ideally Zendesk, to lead the vision, strategy, and delivery of our customer service and support technology stack. This role will own the product roadmap for our contact centre solutions, driving enhancements that improve customer experience, operational efficiency, and agent productivity. As the Product Owner, you will collaborate closely with engineering, operations, customer support, and external vendors to deliver scalable features and seamless integrations. You will act as the voice of the customer and the business, ensuring our platforms align with both short term operational needs and long term strategic goals. Key Responsibilities: Own and define the product roadmap for contact centre tools, with a strong focus on Zendesk (Support, Guide, Talk, Chat, Messaging, etc.). Prioritise the backlog based on business value, impact, and customer insights. Translate business requirements into clear epics, user stories, and acceptance criteria. Ensure the product vision aligns with company goals and customer experience strategies. Contact Centre Platform Expertise Lead the design, optimisation, and rollout of workflows across Zendesk: triggers, automations, macros, ticket routing, SLAs, reporting, and knowledge management. Partner with contact centre leadership to improve agent workflows, customer journeys, and service level performance. Evaluate and implement features or integrations that enhance omnichannel support (voice, email, chat, messaging, self service). Cross Functional Collaboration Work closely with engineering, QA, data, operations, and support teams to deliver high quality product releases. Collaborate with vendors d third party partners to ensure platform updates and integrations perform to expectation. Data