Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.
We are seeking an experienced and passionate Product Owner for Customer Systems to lead the vision, strategy, and delivery of our Customer technology products, including CRM, Contact Centre and Customer Insight platforms. You will work closely with teams across marketing, sales, and customer operations to ensure our systems support business objectives and enhance guest experiences. This is a key role that acts as the bridge between business needs, technical capabilities, and customer insights.
Please note that this is a full-time, permanent position based at our head office, Fred. Olsen House, White House Road, Ipswich, IP1 5LL. The role is Monday to Friday, 9am-5pm, with flexibility to work between 8am and 6pm as part of a 35-hour week. The successful candidate will also have the option to work from home two days per week.
Responsibilities:
- Develop and communicate a clear product vision and roadmap that supports business goals and delivers exceptional guest experiences.
- Align customer system strategies with wider organisational roadmaps and priorities.
- Own and manage the Customer roadmap, capturing relevant information to size and cost roadmap initiatives.
- Maintain a prioritised product backlog to ensure development focus is driven by business value.
- Collaborate with stakeholders to gather detailed business requirements.
- Ensure all development items are clear, actionable and deliver intended outcomes.
- Work closely with internal and external development teams to ensure requirements are fully understood and implemented correctly.
- Manage the acceptance of user stories and epics, ensuring they meet agreed business and customer outcomes.
- Oversee validation and testing to ensure product features meet business acceptance criteria.
Skills & Experience:
- Proven experience as a Product Owner or similar role, ideally focused on Customer platforms.
- Strong understanding of CRM platforms, call centre technology, and customer insight systems.
- Experience working in Agile environments and product-oriented delivery models.Strong understanding of customer needs, with a passion for delivering exceptional customer experience within the Travel or Cruise sector.
- Demonstrated leadership qualities, with the ability to motivate and guide teams.
If you are motivated by creating exceptional digital customer experiences and want to lead meaningful product innovation, we would love to hear from you.
Fred. Olsen Cruise Lines offer a wide range of benefits including AXA medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme. Attached to this advert you will find a full job description.
Our Values:
We are caring - “We trust and care for each other, our guests and our environment”
We are positive - “We live and share a positive attitude”
We are real - “We are always ourselves and respect others”
We are a team - “We are more than a team; we are a family”
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process, please do not hesitate to let us know.
