Product Owner

British Airways; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Staff travel benefits

Discounted airfares

Job summary

British Airways in London is seeking a Product Owner – CRM to lead product teams across our CRM ecosystem, aligning customer needs with commercial priorities and technology to drive meaningful business value. You will own backlogs, write user stories, analyse data, and collaborate with stakeholders and development teams to deliver a seamless, agentic digital experience for colleagues and customers.

With 3+ years in digital product roles and Salesforce experience, you will help shape the customer

Qualifications

• 3+ years in a digital product-driven environment with CRM or eCommerce focus.
• Experience working with Salesforce and CRM systems.
• Understanding of customer journeys and platform architectures.

Responsibilities

• Define goals, shape product vision and create features with business value.
• Own and prioritise product backlogs and write clear user stories.
• Analyse customer data to inform features and decisions.
• Coordinate disciplines to ensure seamless digital experiences.

Skills

Agile delivery

Stakeholder communication

Data analytics

Storytelling

Product lifecycle

Team leadership

Customer-focused

Decision making

Collaboration

Education

Bachelor's degree in a relevant field

Tools

Salesforce

Adobe Analytics

Job description

A career without limits

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

Product Owner – CRM

You’ll be part of the Commercial directorate within eCommerce & Platforms, leading product teams developing our CRM ecosystem, across our current platforms and new Digital Customer Experience initiative. This area plays an important role in bringing together customer needs, commercial priorities and technology to deliver meaningful customer and business value.

What you’ll do:

• Work with the CRM Tribe Lead and key stakeholders across Commercial and Customer to define goals, shape the product vision and create features that represent business value
• Own, maintain and effectively prioritise product backlogs, balancing business strategy with customer needs. You will proactively generate your own backlog and be able to champion these initiatives in conjunction with managing an inbound stream of work items
• Research and analyse customer data and feedback, taking new features from initial idea through to execution
• Take accountability for the digital experience in your product area, ensuring the experience is seamless and agentic first for both colleagues and customers
• Write clear user stories and acceptance criteria, ensuring requirements are refined and understood ahead of upcoming sprints
• Continuously analyse impact, scope and dependencies, working with Product Owners, Technical Leads and development teams
• Coordinate development activities and release planning with product development teams
• Participate in sprint planning, demonstrations, retrospectives and daily stand-ups, helping teams understand requirements and providing feedback on delivery
• Support the resolution of issues encountered throughout the development process
• Identify opportunities to improve existing processes and drive improvements forward
• Provide clear product development updates to management and stakeholders
• Organise and lead Sprint Review sessions, presenting outcomes to wider stakeholders
• Act as final approver for artefacts moving into production
• Facilitate discovery workshops with business stakeholders to define product requirements
• Ensure programme delivery milestones are achieved on time and to the required quality

What you’ll bring to British Airways:

• Good knowledge of the agile software delivery lifecycle, architecture or delivery methodologies
• Confidence communicating with a range of stakeholders and using data, insight and customer impact to make a compelling case
• Strong analytical skills with the ability to use analytics data to inform product decisions
• Strong storytelling and communication skills
• Clear understanding of iterative development and the product lifecycle
• Ability to lead and inspire a team around a clear product vision
• Customer-focused mindset and a proactive approach to improving customer and colleague experiences
• Strong business acumen, critical thinking and analytical capability
• Ability to balance competing stakeholder requirements and exercise good judgement
• Highly organised approach with excellent attention to detail
• Resilience and the ability to make sound decisions in a fast-moving environment
• Strong commitment to excellence, integrity and transparency
• Collaborative approach across teams and departments
• Strong ownership of delivery, goals and outcomes

Your experience:

• 3+ years’ experience working in a digital product-driven environment, preferably within customer-facing eCommerce or CRM
• Experience working with or leading development on Salesforce
• Understanding and experience of eCommerce platforms, architecture and customer journey best practice
• Broad understanding of digital disciplines, with experience across at least four areas such as digital analytics, product management, user experience research, UX and UI design, content production and management, optimisation, and technology development and delivery
• Experience using Adobe Analytics or similar digital analytics tools

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.