Global CX CRM Technology Owner - Hybrid

Morgan McKinley; Greater London; Hybrid; GBP 80,000 - 90,000; Full time

Job summary

Morgan McKinley is recruiting a Customer Service Product Owner to own the CRM/CX technology roadmap for a global consumer tech business. Based in London or Cork, the role sits hybrid within the Digital Office and balances customer-service operations with product leadership and transformation.

You will partner with Customer Service, Operations and Engineering teams to translate operational pain points into technology solutions, drive AI, automation, chatbots and self-service, and shape a scalable

Qualifications

• Proven experience as Product Owner or Product Manager in Customer Service.
• Strong understanding of contact-centre operations and CRM tech.
• Experience with Zendesk in enterprise environments.
• Ability to translate operational challenges into a product roadmap.

Responsibilities

• Own and develop the customer-service CRM/CX technology roadmap.
• Define priorities based on customer, agent and business needs.
• Collaborate with CS, Operations, engineering and QA to deliver the roadmap.
• Evaluate new AI, automation and self-service capabilities.
• Shape a scalable, global CRM ecosystem for future growth.

Skills

Product Owner

CRM expertise

Stakeholder management

Digital Transformation

Tools

Zendesk

Salesforce Service Cloud

Microsoft Dynamics

ServiceNow

Job description

Morgan McKinley is recruiting a Customer Service Product Owner to own the CRM/CX technology roadmap for a global consumer tech business. Based in London or Cork, the role sits hybrid within the Digital Office and balances customer-service operations with product leadership and transformation.

You will partner with Customer Service, Operations and Engineering teams to translate operational pain points into technology solutions, drive AI, automation, chatbots and self-service, and shape a scalable