CRM Product Owner – Lead Seamless Digital Experience

British Airways PLC; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

British Airways PLC is seeking a Product Owner for CRM, within the Commercial directorate of eCommerce & Platforms. You will lead product teams across CRM ecosystems, aligning customer needs with commercial priorities and technology to deliver business value.

You will own backlogs, define features, analyze customer data, and ensure a seamless digital experience for colleagues and customers. Strong agile delivery, Salesforce experience, and data-driven decision making are essential.

Qualifications

• Strong understanding of agile software delivery and product lifecycle.
• Proven ability to communicate with stakeholders and translate data into decisions.
• Experience shaping product backlogs and prioritising initiatives.
• Experience with Salesforce and analytics tools to drive product insights.

Responsibilities

• Define goals and shape product vision with stakeholders.
• Own and prioritise product backlogs and backfill with ideas.
• Research customer data and feedback to drive features.
• Ensure digital experience is seamless for colleagues and customers.
• Write clear user stories and acceptance criteria for sprints.
• Coordinate development activities and release planning.
• Lead sprint ceremonies and provide delivery feedback.
• Identify process improvements and drive adoption.

Skills

Agile delivery lifecycle

Stakeholder communication

Data-driven decisions

Storytelling

Product lifecycle

Team leadership

Customer-focused

Business acumen

Decision making

Organised

Tools

Salesforce

Adobe Analytics

Job description

British Airways PLC is seeking a Product Owner for CRM, within the Commercial directorate of eCommerce & Platforms. You will lead product teams across CRM ecosystems, aligning customer needs with commercial priorities and technology to deliver business value.

You will own backlogs, define features, analyze customer data, and ensure a seamless digital experience for colleagues and customers. Strong agile delivery, Salesforce experience, and data-driven decision making are essential.