Product Owner in London

Global Talent Partner at Foolproof, a Zensar Company
Role Overview

We are seeking a highly skilled, experienced, and motivated Product Owner – CRM/D365 to lead the continuous improvement and innovation of our core Customer Relationship Management (CRM) platforms and capabilities, with a particular focus on Microsoft Dynamics 365 (D365) . This role is pivotal in supporting the delivery, evolution, and advancement of our CRM strategy, ensuring our business remains at the forefront of customer engagement, operational efficiency, and digital transformation.

You will lead the strategic development and delivery of both internal CRM platform capabilities and business-facing change initiatives. Alongside the Head of Capital Partners Value Stream, you will be responsible for shaping the CRM product vision, managing roadmaps, and ensuring the successful delivery of outcomes that enhance customer value, user experience, and operational effectiveness. You will also be responsible for ensuring all supporting CRM systems and applications are operational, secure, and fit for purpose.

Key Responsibilities

CRM Product Vision & Strategy: Partner with the Head of Capital Partners Value Stream to maximise the value delivered by CRM squad, focusing on Microsoft Dynamics 365. Identify and prioritise initiatives that address business needs and deliver the greatest impact for customer engagement and operational efficiency.

Continuous Improvement: Lead the ongoing enhancement of CRM services, capabilities, and applications—driving efficiency, scalability, and reliability. Champion automation, integration, and innovation to improve user experience and adoption of D365.

Data-Driven Approach: Ensure new CRM features, products, or services are designed with data in mind, supporting operational MI/analytics and future AI/ML use cases. Embed \”Data Product\” thinking in all CRM change initiatives.

Delivery Execution & Product Owner Chapter Leadership

Flow and Agile Methodologies: Focus more on agile principles over processes. Support your squad\’s preferred ways of working and help them self‐organise around CRM work. Manage the product backlog, facilitate planning, ruthlessly prioritise and focus on valuable work, minimise WIP, and drive progress toward product goals at a sustainable pace.

Innovation: Explore and evaluate new CRM technologies, integrations, and approaches to enhance platform capabilities and speed to market. Encourage experimentation and continuous learning within the team.

Communication & Collaboration: Effectively communicate product vision, roadmap, and progress to stakeholders at all levels. Ensure stakeholders are fully engaged with change initiatives and provide constant feedback. Be available and present to the squad to enable smooth flow of work items and rapid answers to their questions.

Ensure Engagement: Ensure your squad fully understands the importance of their work and why it matters—keeping them engaged and interested in the broader vision and future direction.

DevOps Maturity: Support the maturity of the squad\’s DevOps practices, focusing on DORA metrics—Deployment Frequency, Lead Time for Changes, Change Failure Rate, and Mean Time to Restore.

Stakeholder Management & Governance

Stakeholder Management: Build and maintain strong relationships with key stakeholders across business teams (including underwriting, investor relations, and business development) and external vendors to ensure alignment and effective collaboration. Focus on the needs of core user groups and seek to increase their overall satisfaction with CRM services and tools.

Risk Management & Compliance: Identify and mitigate technical risks/debt within CRM platforms. Ensure compliance with security, governance, and regulatory standards (e.g., GDPR, operational resilience). Align with solution architects to embed security by design in all CRM product approaches.

Squad Health: Collaborate to ensure Flow Engineers and Tech leadership keep squad members happy, engaged, and resilient. Foster psychological safety and a culture of learning from failure.

Candidate Profile
The successful candidate will be a skilled and highly motivated Product Owner with strong business acumen and deep experience in CRM, particularly Microsoft Dynamics 365. They must be able to ruthlessly prioritise, maintain focus, and communicate complex CRM concepts to both technical and non-technical audiences. Experience in agile and lean environments, and a proven track record of delivering CRM change initiatives, are essential.

Main experience required is:

4+ years as a Product Owner or similar role, with significant experience in CRM/D365 environments.

Demonstrated success in delivering complex CRM change initiatives with high levels of uncertainty.

Excellent communication, facilitation, and interpersonal skills, with the ability to collaborate with diverse stakeholders and be the \”go to\” person for CRM matters.

Proven ability to engage and motivate engineering teams, fostering a positive and collaborative work environment.

Strong understanding of agile principles, lean delivery, and CRM best practices.

Experience tracking success and adoption of CRM changes, measuring outcomes, usability, customer satisfaction, and overall success.

Financial acumen—able to build business cases and understand ROI for CRM investments.

Experience creating and tracking clear and concise OKRs.

Strong leadership skills, commercial acumen, and ability to operate at both strategic and detailed execution levels.

Seniority level
Mid-Senior level

Employment type
Contract

Job function
Product Management, Project Management, and Consulting

Industries
Design Services, Marketing Services, and Technology, Information and Media

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