Customer Service CRM Product Owner - Morgan McKinley

Customer Service CRM Product Owner

Global Consumer Technology Business | London or Cork | Hybrid

Are you a Customer Service Product Owner who understands both the contact-centre environment and the technology that powers it?

We are working with a global consumer technology business on an exciting opportunity to take ownership of its Customer Service CRM and CX technology roadmap.

This is a strategic role within the Digital Office, with responsibility for shaping the technology that supports customer interactions globally. You'll sit at the intersection of Customer Service, CRM technology, Product Management and Digital Transformation, working closely with senior CX stakeholders and technical teams to evolve the customer experience.

The Opportunity

This is not a traditional IT Product Owner role focused purely on backlog management.

The business is looking for someone who understands how customer-service organisations actually operate, can engage credibly with contact-centre teams, and has the technical and product expertise to translate operational challenges into a clear technology roadmap.

You will own the strategic direction of the customer-service technology capability, helping to evolve the existing CRM ecosystem while identifying opportunities to introduce new technologies and ways of working.

A major focus will be on AI, automation, chatbots, self-service and agent tooling, alongside the continued development and optimisation of the CRM platform.

What You'll Do

• Own and develop the customer-service CRM / CX technology roadmap.
• Define product priorities based on customer, agent and business needs.
• Work closely with Customer Service and Operations teams to understand pain points and opportunities.
• Translate operational requirements into technology and product solutions.
• Drive the evolution and modernisation of the customer-service technology estate.
• Partner closely with engineering, development, QA, Scrum and technology teams to deliver the roadmap.
• Evaluate and introduce new capabilities across AI, automation, chatbots and self-service.
• Improve both customer and agent experience through technology.
• Define and track business value, including measures such as CSAT, NPS and operational efficiency.
• Work with senior stakeholders across a global organisation to shape the longer-term vision for customer-service technology.
• Ensure the technology landscape remains scalable, resilient and capable of supporting future business growth.

What We're Looking For

We're particularly interested in people who bring a combination of customer-service expertise, CRM technology and product leadership.

You'll ideally have:

• Proven experience as a Product Owner, Product Manager, Service Delivery Manager or Digital Transformation Lead within Customer Service / Customer Experience / Support.
• Strong understanding of contact-centre and customer-service operations.
• Experience working with technology used directly by customer-service teams.
• Strong Zendesk experience, ideally within a complex or enterprise environment.
• Experience with other enterprise customer-service platforms such as Salesforce Service Cloud, Microsoft Dynamics, ServiceNow or Oracle Service may also be relevant.
• Experience owning and delivering a technology/product roadmap.
• Strong stakeholder management and communication skills.
• Experience working with development, engineering, QA and Agile/Scrum teams.
• Experience within a global or multinational organisation.
• Exposure to high-volume, B2C customer-service environments.
• A strong understanding of AI, automation and the future evolution of customer service technology.

The Sweet Spot

The ideal candidate is not purely technical and not purely operational.

We're looking for someone who can sit with a contact-centre leader in the morning, understand the operational challenge, and then work with technical teams to determine how the product and technology roadmap should respond.

In short:

Customer Service + Zendesk / CRM Technology + Product Leadership + Transformation + AI

You should be comfortable challenging existing thinking, shaping strategy and taking ownership of the "what" and "why", rather than simply managing an existing backlog.

Why Join?

This is an opportunity to have genuine ownership and influence over a global customer-service technology capability.

You'll have the opportunity to:

• Shape a multi-year CRM and CX technology roadmap.
• Influence how customer-service teams operate globally.
• Lead significant technology transformation.
• Explore and implement AI, automation, chatbot and self-service capabilities.
• Work with senior global stakeholders.
• Make a visible impact on both customer and employee experience.
• Help define the future of customer-service technology within a major global consumer business.

Location & Working Model

Location: London or Cork
Working model: Hybrid
Salary: c. £80,000-£90,000, depending on experience

If you're an experienced Customer Service Product Owner with strong CRM/Zendesk expertise and you're interested in shaping the future of global customer experience technology, we'd be keen to hear from you.

Apply now or get in touch for a confidential conversation.