Product owner - Consulting Background

Vallum Associates; Greater London; On-site; GBP 85,000 - 90,000; Full time

Job summary

An established industry player is seeking an experienced Product Owner to spearhead the design and delivery of innovative enterprise contact center solutions. In this dynamic role, you will leverage your extensive knowledge of contact center platforms and agile methodologies to lead cross-functional teams toward successful deployment of omnichannel customer service capabilities. Your expertise will be crucial in defining product vision, managing stakeholder expectations, and driving continuous improvement through data-driven insights. If you're passionate about enhancing customer engagement and thrive in a fast-paced environment, this is the perfect opportunity for you.

Qualifications

• 7+ years of experience as a Product Owner or Product Manager.
• Proven track record with enterprise contact center platforms.
• Strong knowledge of omnichannel customer engagement.

Responsibilities

• Define and own the product vision and roadmap for contact center solutions.
• Lead agile teams through end-to-end implementation of platforms.
• Collaborate with stakeholders to gather requirements and prioritize backlog.

Skills

Agile Product Management

Stakeholder Management

Analytical Skills

Communication Skills

Omnichannel Customer Engagement

Education

Bachelor's Degree

Certification in Agile/Scrum (e.g., CSPO)

Tools

Jira

Confluence

Salesforce

ServiceNow

Job description

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We are seeking an experienced Product Owner to lead the design, development, and delivery of enterprise contact center solutions. The ideal candidate brings a deep understanding of contact center platforms, strong agile product management skills, and prior experience in a Big 4 or large-scale consulting environment. You will work closely with cross-functional teams and stakeholders to ensure successful deployment of omnichannel customer service capabilities.

Key Responsibilities:

• Define and own the product vision and roadmap for contact center solutions.
• Lead agile teams through end-to-end implementation of platforms such as Genesys, Amazon Connect, Twilio, or Cisco.
• Collaborate with business and technology stakeholders to gather requirements and prioritize the product backlog.
• Ensure delivery aligns with business goals, user experience standards, and compliance requirements.
• Manage sprint planning, user story creation, and backlog grooming.
• Translate complex business needs into clear functional specifications.
• Drive stakeholder alignment, change management, and communications during rollouts.
• Monitor KPIs and customer feedback to inform continuous improvement.

Required Qualifications:

• 7+ years of experience as a Product Owner or Product Manager.
• Proven track record implementing enterprise contact center platforms.
• Experience working in or with large consulting firms (Big 4 preferred).
• Strong knowledge of omnichannel customer engagement (voice, chat, email, social).
• Excellent communication, stakeholder management, and analytical skills.
• Experience with Agile/Scrum frameworks; certification (e.g., CSPO) is a plus.
• Familiarity with tools like Jira, Confluence, Salesforce, ServiceNow, or similar.

Preferred Qualifications:

• Experience in industries such as telecom, financial services, or healthcare.
• Familiarity with CCaaS trends, AI-powered contact center tools, or workforce optimization.
• Background in CX strategy or digital transformation initiatives.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Investment Management

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