Join us as a Colleague Platforms Product Owner, where you’ll play a key role in shaping the future of Customer Care technology across Barclays UK (BUK). You’ll lead the evolution of Salesforce, the primary CRM platform supporting Customer Care, while also identifying and implementing future technologies that drive revenue growth, increase customer value, and enhance operational effectiveness. The role requires strong product ownership, stakeholder management, and strategic thinking skills, enabling you to work closely with Commercial, Segmentation, and Customer Care teams to identify, develop, and optimise commercial opportunities. You’ll pioneer and lead the CRM strategy for Customer Care, using customer insights, technology, and innovation to support customer engagement, retention, and sustainable revenue growth. Working with cross-functional teams, you’ll define product roadmaps, shape strategic priorities, and deliver technology solutions that improve colleague and customer experiences while supporting the organisation’s long-term growth ambitions.
To be successful in this role, you should have:
Strong commercial background and understanding of how the bank generates revenue and customer value
Proven Product Owner experience, including managing product roadmaps and priorities
Experience working with CRM platforms to drive customer engagement and commercial outcomes
Salesforce experience and knowledge of CRM capabilities and optimisation
Other highly valued skills include:
Experience working within Agile ways of working
Expertise in Generative AI (GenAI)
Experience working with enterprise-scale technology platforms
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.
We are happy to consider those who can work from either our Knutsford, Manchester, Glasgow, or Northampton site.
Purpose of the role
The purpose of a Product Owner is to maximize the value of the product by defining a clear product vision (are they setting the vision or would this align to ), managing authoring, refining and prioritizing the Product Backlog balancing trade-offs across desirability, viability and feasibility – making sure the right thing is being ‘built’, and prioritising work based on business goals. They act as the primary liaison between stakeholders and delivery teams, ensuring the product meets user/customer needs and delivers optimal value. Product Owners are responsible for developing a roadmap and driving execution of their product area/sub-journey, applying continuous improvement principles and techniques.
Accountabilities
Ensure Product Alignment with Business Goals: Ensure that the product & its features are aligned with broader objectives, driving value and contributing to the organization’s overall strategy. Utilisation of market research, analysis of customer feedback and monitoring of industry trends to identify new products, features or enhancements.
Communicate Product Vision to Delivery Teams: Clearly articulate the product vision and goals to the delivery teams, ensuring they understand, align and are inspired to deliver the business value and purpose of each feature or user story.
Create and Refine User Stories: Write clear, concise user stories with detailed acceptance criteria, refining them as needed to ensure the development team has all the necessary information to implement features successfully.
Agile Events: Participate in key Agile events such as sprint planning, daily stand-ups, sprint reviews, and retrospectives to keep the team aligned and focused on delivering the product backlog.
Managing the Product Backlog: Responsible for creating, maintaining, and prioritising the product backlog, ensuring the highest value features are delivered first, based on business needs, customer requirements and organisational impacts, balancing risk migration and future proofing against the product strategy.
Act as the Voice of the Customer: Continuously gather feedback from customers and end-users to understand their pain points and ensure that the product meets their needs and improves their overall experience.
Acceptance Criteria Definition & Management: Review and accept or reject work completed by the development team during sprints, ensuring that all delivered features meet the agreed-upon acceptance criteria and deliver business value.
Collaborate with Stakeholders: Work closely with stakeholders (e.g., customers, business leaders, and marketing teams) to gather requirements, define product goals, and ensure that the product vision aligns with business objectives.
Monitor Product Performance and Iterate: Regularly assess product performance using KPIs and customer feedback, adjusting the product backlog and roadmap to improve functionality and meet evolving customer needs. Manage on-going readiness and 'run' activities of live products including monitoring, governance and approvals.
Risk and Control: Managing risk, including identification of potential risks, development of strategies to resolve or mitigate and escalate as necessary those risks, and alignment between the product management and control functions.
Vice President Expectations
To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
Manage and mitigate risks through assessment, in support of the control and governance agenda.
Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
Adopt and include the outcomes of extensive research in problem solving processes.
Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
