Product Owner - Customer

Fred. Olsen Cruise Lines - Shore Based; Ipswich; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading cruise line company is seeking a Product Owner for Customer Systems in Ipswich. This permanent, full-time role involves leading the vision and delivery of customer technology products, including CRM and customer insights. You will collaborate with teams to ensure systems align with business objectives, develop a clear product roadmap, and enhance guest experiences. The ideal candidate has proven experience in product ownership with a strong focus on customer platforms and Agile methodologies.

Benefits

BUPA medical

Life Assurance

Discounted holidays and cruises

Retail discounts

Cash back incentives

Qualifications

• Proven experience as a Product Owner or similar role, ideally focused on Customer platforms.
• Strong understanding of CRM platforms and call centre technology.
• Experience working in Agile environments.

Responsibilities

• Develop and communicate a clear product vision and roadmap.
• Align customer system strategies with organisational roadmaps.
• Own and manage the Customer roadmap and backlog.

Skills

Customer-focused product ownership

CRM platforms

Agile environments

Leadership

Customer insight systems

Job description

Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.

As we continue to grow, we are now strengthening our team with a Product Owner - Customer, in our Ipswich Head Office.

We are seeking an experienced and passionate Product Owner for Customer Systems to lead the vision, strategy, and delivery of our Customer technology products, including CRM, Contact Centre and Customer Insight platforms. You will work closely with teams across marketing, sales, and customer operations to ensure our systems support business objectives and enhance guest experiences.

This is a key role that acts as the bridge between business needs, technical capabilities, and customer insights.

Responsibilities

• Develop and communicate a clear product vision and roadmap that supports business goals and delivers exceptional guest experiences.
• Align customer system strategies with wider organisational roadmaps and priorities.
• Own and manage the Customer roadmap, capturing relevant information to size and cost roadmap initiatives.
• Maintain a prioritised product backlog to ensure development focus is driven by business value.
• Collaborate with stakeholders to gather detailed business requirements.
• Ensure all development items are clear, actionable and deliver intended outcomes.
• Work closely with internal and external development teams to ensure requirements are fully understood and implemented correctly.
• Manage the acceptance of user stories and epics, ensuring they meet agreed business and customer outcomes.
• Oversee validation and testing to ensure product features meet business acceptance criteria.

Skills & Experience

• Proven experience as a Product Owner or similar role, ideally focused on Customer platforms.
• Strong understanding of CRM platforms, call centre technology, and customer insight systems.
• Experience working in Agile environments and product-oriented delivery models.
• Strong understanding of customer needs, with a passion for delivering exceptional customer experience within the Travel or Cruise sector.
• Demonstrated leadership qualities, with the ability to motivate and guide teams.

If you are motivated by creating exceptional digital customer experiences and want to lead meaningful product innovation, we would love to hear from you.

This is a permanent, full-time role, working 35 hours a week, Monday to Friday.

Benefits

Fred. Olsen Cruise Lines offer a wide range of benefits including BUPA medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our MyBenefits scheme. Attached to this advert you will find a full job description.

Our Values

We are caring - “We trust and care for each other, our guests and our environment”

We are positive - “We live and share a positive attitude”

We are real - “We are always ourselves and respect others”

We are a team - “We are more than a team; we are a family”

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.