Senior Platform Owner - Customer Engagement

The Customer Engagement Platform (CEP) is one of Skipton’s most strategically important technology platforms. It underpins how colleagues understand member needs, deliver personalised support, manage cases and workflows, and automate processes across the Society.

As our Senior Platform Owner, you will lead the evolution of the Dynamics 365 and Power Platform ecosystem, spanning CRM, marketing automation, case management, colleague engagement tools, workflow orchestration, and low‑code applications. This platform is a central enabler of Skipton’s purpose and transformation goals, powering journeys across Homes, Money and Membership by giving colleagues the insight, capabilities and automation they need to deliver brilliant service.

You’ll shape a unified, scalable and resilient platform that allows us to better understand our members, respond quickly, and provide consistent, human‑centred experiences across every channel. The CEP plays a foundational role in Skipton’s modern mutual vision, supporting intelligent customer service, omni‑channel engagement, operational efficiency, and insight‑led decision‑making.

Your leadership will bring together Dynamics 365, Power Apps, Power Automate, CRM capabilities, workflow engines, colleague tooling and data intelligence to provide a powerful set of shared capabilities used across the Society. Through collaboration with Product, Engineering, Security, Data, Architecture and Experience teams, you'll define the platform strategy that enables faster change, increases automation, enhances colleague experience, and supports our mission to deliver happier member outcomes.

Skipton is committed to flexibility, balance, and wellbeing. Alongside hybrid working and a newly refurbished, collaborative head office, you’ll enjoy:

• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays, rising to 30 with service
• Holiday trading scheme
• Up to 10% employer pension contribution
• Colleague mortgage (conditions apply)
• Hybrid & electric car salary sacrifice scheme
• Private medical insurance
• 3 paid volunteering days per year
• Inclusive colleague networks (Carers, Pride Alliance, and more)
• Wellbeing benefits including cycle to work and discounted gym membership
• A strong commitment to training and development

You’ll provide strategic, architectural and operational leadership across the entire Customer Engagement Platform, shaping a unified ecosystem of Dynamics 365, Power Platform solutions, CRM capabilities, workflow automation and colleague‑facing tools. You will define and own the multi‑year platform vision, ensuring CEP evolves as a scalable, resilient and secure foundation that supports Homes, Money and Membership journeys through rich insight, intelligent workflow and seamless colleague enablement.

You’ll guide Platform Leads, Product Owners and cross‑functional engineering teams to deliver fast, safe, high‑quality change, championing automation‑first practices, observability, decoupling and evidence‑led improvement. You’ll ensure the platform is governed with clear contracts, versioned boundaries and consistent standards for performance, scalability, access management and compliance.

A critical part of your role is enabling colleague‑centric experiences: ensuring case management, CRM, workflow automation and engagement tools are intuitive, efficient and designed around real user needs. You’ll embed continuous improvement, incident management and root‑cause analysis to ensure CEP operates reliably and predictably.

By collaborating across teams, you’ll help define how the Society leverages customer insights, data and automation to deliver journeys that feel more connected, more personal and more effective for both members and colleagues.

What do we need from you?

• Leadership in high‑performance delivery across CRM, workflow & automation
• A proven ability to drive fast, safe, high‑quality change, reducing lead times, increasing deployment frequency, and maintaining low change‑failure rates through automation‑first, standards‑led and observability‑driven delivery practices.
• A Working‑Backwards mindset, building the right colleague & member experiences
• Strategic ownership of enterprise CRM & Power Platform ecosystems
• Inspirational leadership & cross‑functional influence
• A values‑led, data‑driven approach to platform excellence

You’ll bring a powerful blend of strategic thinking, platform leadership and delivery excellence, with deep experience shaping and operating enterprise CRM and automation platforms such as Dynamics 365 and Power Platform at scale. You combine architectural awareness with the ability to translate business ambition into a coherent platform roadmap, ensuring CEP remains resilient, secure, scalable and easy for teams to build on.

You’re an exceptional communicator who can simplify complexity, influence senior leaders and bring diverse teams together around a shared direction. You know how to build trust quickly, navigate technology, risk and business conversations with confidence, and champion high standards around security, access control, compliance and operational performance.

You lead with empathy, clarity and curiosity, supporting Platform Leads, Business Product Owners and engineers to grow, develop their craft and deliver high‑quality, high‑impact work. You are at your best in modern, agile, product‑led environments, comfortable making data‑driven decisions using delivery signals, platform metrics and customer insight.

Whether managing suppliers, major licensing decisions or budget forecasting, you bring commercial awareness and evidence‑based judgement. Most importantly, you live Skipton’s behaviours and you’re energised by the challenge of building a platform that empowers colleagues and enriches the experience for every member we serve.

Ready to Make an Impact? Join us and help build the next generation of digital solutions at Skipton, the happiest place to live in Great Britain. This is your chance to innovate, collaborate, and create technology that truly matters.