Product Owner

Royal Mail; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Car allowance

Healthcare

Up to 18% annual bonus

25 days annual leave

CDC pension with 12% employer contrib

Job summary

Royal Mail in London is seeking a Product Owner to own the roadmap and backlog for Salesforce Service Cloud, empowering thousands of customer service colleagues who support millions of customers each year.

You'll collaborate with operations, technology and transformation partners to simplify processes, deliver AI-enabled features, and drive measurable improvements in agent effectiveness and customer outcomes across the UK.

Qualifications

• Proven Product Owner experience within agile delivery environments.
• Strong Salesforce Service Cloud experience, including agent desktop, case management, knowledge management, routing and workflow automation.
• Experience delivering improvements within customer service or contact centre environments.
• Ability to translate business requirements into well‑defined user stories and acceptance criteria.
• Strong prioritisation and stakeholder management skills.
• Experience working with cross‑functional teams including engineering, architecture, UX and business stakeholders.
• A data‑driven approach to decision‑making and continuous improvement.
• Excellent communication and facilitation skills.

Responsibilities

• Own and prioritise the product backlog for Salesforce Service Cloud agent-facing capabilities.
• Work directly with customer service teams to understand challenges, identify opportunities and shape solutions that deliver real business value.
• Drive continuous improvement of the agent desktop experience, simplifying workflows and reducing unnecessary effort.
• Translate business needs and product objectives into clear user stories and acceptance criteria for delivery teams.
• Prioritise work based on customer impact, operational value, risk and strategic goals.
• Lead backlog refinement and support agile ceremonies, ensuring teams remain focused on delivering valuable outcomes.
• Work closely with Product Managers, Business Analysts, UX designers, engineers, architects and operational stakeholders throughout the delivery lifecycle.
• Define and accept completed work, ensuring solutions are fit for purpose and ready for operational use.
• Help shape the adoption of AI-powered agent assistance and automation, ensuring solutions deliver measurable benefits for both colleagues and customers.
• Monitor performance metrics and user feedback to continuously improve the service and demonstrate value delivered.

Skills

Product Owner experience

Salesforce Service Cloud

Data-driven decision making

Communication

Stakeholder management

Prioritisation

Agile delivery

Cross-functional collaboration

Education

Salesforce certifications

Product Owner certification

Tools

Salesforce Service Cloud

Genesys integration

Job description

Job reference 344963 Product Owner

Hybrid Working in London Farringdon x3 days a week

Permanent, Full time

Salary & Benefits

Competitive salary

Plus:

• Car allowance or cash equivalent
• Healthcare
• Up to 18% annual bonus potential
• 25 days annual leave plus bank holidays rising with service
• Pension: access to the UK’s only Collective Defined Contribution scheme with industry-leading Royal Mail contributions of over 12%, flexible options to boost your savings, and a guaranteed retirement lump sum*

Product Owner - Salesforce Service Cloud

About The Role

We're looking for a Product Owner to help transform the experience of thousands of customer service colleagues who support millions of customers every year.

Working as part of our Customer Service Transformation programme, you'll own the roadmap and backlog for agent-facing capabilities within Salesforce Service Cloud, helping to create a faster, simpler and more intuitive experience for customer service teams.

You'll work closely with operational colleagues, technology teams and transformation partners to identify pain points, simplify processes and deliver solutions that improve colleague effectiveness and customer outcomes. This is a highly visible role where you'll help shape the future of customer service through platform optimisation, automation and AI-enabled capabilities.

This is an opportunity to make a tangible impact at scale, improving how customer service teams work while supporting one of the UK's largest transformation programmes.

What You'll Be Doing

• Own and prioritise the product backlog for Salesforce Service Cloud agent-facing capabilities.
• Work directly with customer service teams to understand challenges, identify opportunities and shape solutions that deliver real business value.
• Drive continuous improvement of the agent desktop experience, simplifying workflows and reducing unnecessary effort.
• Translate business needs and product objectives into clear user stories and acceptance criteria for delivery teams.
• Prioritise work based on customer impact, operational value, risk and strategic goals.
• Lead backlog refinement and support agile ceremonies, ensuring teams remain focused on delivering valuable outcomes.
• Work closely with Product Managers, Business Analysts, UX designers, engineers, architects and operational stakeholders throughout the delivery lifecycle.
• Define and accept completed work, ensuring solutions are fit for purpose and ready for operational use.
• Help shape the adoption of AI-powered agent assistance and automation, ensuring solutions deliver measurable benefits for both colleagues and customers.
• Monitor performance metrics and user feedback to continuously improve the service and demonstrate value delivered.

About You

You'll be a collaborative Product Owner who enjoys solving complex operational challenges and delivering products that improve the experience of front-line users.

You'll combine strong product management skills with hands‑on Salesforce Service Cloud experience and be comfortable working across business and technology teams to drive meaningful change.

Essential Experience

• Proven Product Owner experience within agile delivery environments.
• Strong Salesforce Service Cloud experience, including agent desktop, case management, knowledge management, routing and workflow automation.
• Experience delivering improvements within customer service or contact centre environments.
• Ability to translate business requirements into well‑defined user stories and acceptance criteria.
• Strong prioritisation and stakeholder management skills.
• Experience working with cross‑functional teams including engineering, architecture, UX and business stakeholders.
• A data‑driven approach to decision‑making and continuous improvement.
• Excellent communication and facilitation skills.

Desirable Experience

• Experience with Salesforce Agentforce, generative AI or intelligent automation solutions.
• Experience integrating Salesforce with contact centre platforms such as Genesys.
• Experience within large‑scale customer service, retail, logistics or operational environments.
• Salesforce certifications and/or Product Owner qualifications.

Why join us?

This is a unique opportunity to play a key role in shaping the future of customer service at scale. You'll work on meaningful transformation initiatives, influence how technology supports thousands of colleagues and help deliver better experiences for customers across the UK.

You'll be part of a collaborative product and technology team where innovation, customer outcomes and continuous improvement are at the heart of what we do.

Benefits & Rewards

In addition to the salary and benefits outlined above, you'll also enjoy:

• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Supportive and generous company sick pay
• Funded Dental – As a manager you are eligible to a level of employer funded dental insurance**
• Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years**
• Benefits Account – With more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
• Your Wellbeing - you and your family have 24/7 access to a range of free services and tools, offering support for physical and mental wellbeing, financial guidance, and social support whenever you need it.
• Eligible for enrolment in NEST pension plan after 3 months service and CDC pension scheme after 12 months service
• Available only to permanent employees

Next Steps

The next stage of the selection process will be a face to face/virtual interview.

We are committed to transparency about our career opportunities and the qualities we value.

We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you. (delete if essential criteria only)

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

Closing Date: 07/11/2026. Please note, this advert may close early if the appropriate number of applications has been reached.