Senior Platform Owner - Customer Engagement

SBS Skipton Building Society; Skipton; Hybrid; GBP 110,000 - 140,000; Full time

Job summary

SBS Skipton Building Society is seeking a senior leader to own and evolve the Customer Engagement Platform (CEP). You will shape the platform vision, drive integration across Dynamics 365 and Power Platform, and enable efficient, personalised member interactions across Homes, Money and Membership.

You will lead cross‑functional teams, embed automation and observability, and ensure secure, scalable delivery with a focus on member and colleague experiences.

Qualifications

• Proven ability to lead high‑performance delivery across CRM, workflow and automation.
• Experience turning Dynamics and Power Platform into high‑flow, low‑friction environments.
• Strong background in modern engineering practices including AI-enabled software development.

Responsibilities

• Provide strategic, architectural, engineering and operational leadership for the CEP across Homes, Money and Membership journeys.
• Define and own multi‑year CEP vision, ensuring scalability, security and resilience.
• Lead cross‑functional teams, drive automation‑first delivery, and improve platform metrics (DORA‑like).
• Govern contracts, versioned boundaries, and standards for performance and access controls.
• Collaborate with Security, Architecture, Data, Engineering, Risk and Finance to maximise value from platform investments.

Skills

CRM leadership

Workflow & automation

Dynamics 365

Power Platform

AI-enabled software

Tools

Dynamics 365

Power Apps

Power Automate

Marketing automation

Case management

Job description

Hours: 35 hours per week Closing Date: Sat, 19 Sept 2026 The Customer Engagement Platform (CEP) is one of Skipton’s most strategically important technology platforms. It underpins how colleagues understand member needs, deliver personalised support, manage cases and workflows, and automate processes across the Society.

Who Are We?

Not just another building society. Not just another job. We’re the fourth largest building society in the UK, and proudly mutual, owned by our members, not shareholders. That means every decision we make is about doing the right thing for our customers and colleagues. Our people say Skipton is a great place to work, and now it’s officially recognised as the happiest place to live in Great Britain. Whatever your background or ambitions, we’ll help you grow, thrive, and shape a better future.

Why This Role Matters

The Customer Engagement Platform is the engine room of how Skipton understands, supports and communicates with its members. Powering Dynamics 365, Power Platform solutions, marketing automation, case management and workflow tooling, CEP is the central nervous system that ensures colleagues have the insight, context and capability to deliver human, meaningful interactions at scale. As Skipton continues to evolve into a modern mutual built on great digital experiences and smarter decision‑making, this platform is critical; enabling colleagues to finish more journeys, reduce friction, and provide responsive support across Homes, Money and Membership. Your leadership will determine how quickly and safely CEP evolves, how effectively it integrates across our digital estate, and how well colleagues are empowered with the right tools, insights and automation. By embedding high‑performance engineering practices, platform‑first thinking and a member‑centred mindset, you’ll ensure CEP becomes a world‑class capability, accelerating operational efficiency, reducing manual effort, enabling seamless omni‑channel engagement and powering the personalised experiences our members expect. This is one of the most strategically impactful platforms in Skipton, and your influence will be felt across every channel, team and journey.

What’s In It For You

Skipton is committed to flexibility, balance, and wellbeing. Alongside hybrid working and a newly refurbished, collaborative head office, you’ll enjoy:

• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays, rising to 30 with service
• Holiday trading scheme
• Up to 10% employer pension contribution
• Colleague mortgage (conditions apply)
• Hybrid & electric car salary sacrifice scheme
• Private medical insurance
• 3 paid volunteering days per year
• Inclusive colleague networks (Carers, Pride Alliance, and more)
• Wellbeing benefits including cycle to work and discounted gym membership
• A strong commitment to training and development

What You’ll Be Doing

You’ll provide strategic, architectural, engineering and operational leadership across the entire Customer Engagement Platform, shaping a unified ecosystem of Dynamics 365 and Power Platform solutions. You will define and own the multi‑year platform vision, ensuring CEP evolves as a scalable, resilient and secure engineering foundation that supports Homes, Money and Membership journeys through rich insight, intelligent workflow and seamless colleague enablement. You’ll guide Value Stream owners and lead cross‑functional technology teams to deliver fast, safe, high‑quality change, championing automation‑first practices, observability, decoupling and evidence‑led improvement. You’ll have a track record of improving customer, services, change and team metrics, including DORA metrics, and bring that learning to CEP. You’ll ensure the platform is governed with clear contracts, versioned boundaries and consistent standards for performance, scalability, access management and compliance. Working closely with Security, Architecture, Data, Engineering, Operational Risk and Finance, you’ll steer technology adoption, oversee major licensing decisions, manage budgets, and ensure platform investments deliver measurable value. A critical part of your role is delivering colleague‑centric experiences: ensuring case management, CRM, workflow automation and engagement tools are intuitive, efficient and designed around real user needs. You’ll embed continuous improvement, incident management and root‑cause analysis to ensure CEP operates reliably and predictably. By collaborating across teams, you’ll help define how the Society leverages customer insights, data and automation to deliver journeys that feel more connected, more personal and more effective for both members and colleagues.

What do we need from you?

• Leadership in high‑performance delivery across CRM, workflow & automation A proven ability to deliver fast, safe, high‑quality change, reducing lead times, increasing deployment frequency, and maintaining low change‑failure rates through automation‑first, standards‑led and observability‑driven delivery practices. You know how to turn Dynamics and Power Platform ecosystems into high‑flow, low‑friction environments. You will have deep experience in modern engineering practice such as AI enabled software development,
• A Working‑Backwards mindset, building the right colleague & member experiences You design from outcomes first, using insight, data and colleague feedback to ensure CEP builds the right capabilities, not just more features. You’re passionate about inventing on behalf of members and colleagues, creating CRM, workflow, case management and automation experiences that feel simpler, faster and more human.
• Strategic ownership of enterprise CRM & Power Platform ecosystems You bring deep experience in end‑to‑end ownership of platforms like Dynamics 365, Power Apps, Power Automate, marketing automation, workflow orchestration and case management at scale. You can set multi‑year strategy, shape architecture, define standards, and operate a complex platform landscape with confidence.
• Inspirational leadership & cross‑functional influence You will line manage engineering teams, partner with Architecture, Security, Data and Operations, and influence senior leaders across the Society. You communicate complexity clearly, create alignment effortlessly, and build strong relationships internally and externally.
• A values‑led, data‑driven approach to platform excellence You role‑model Skipton’s values, Accountable, Curious, Collaborative, Brave, and use data, delivery signals and platform metrics to drive prioritisation and improvement. You make informed decisions on licensing, budgets, suppliers and risk, and you cultivate a culture where teams thrive and platform quality compounds over time.

What You’ll Bring

You’ll bring a powerful blend of strategic thinking, platform ownership and engineering delivery excellence, with deep experience owning and operating enterprise CRM and automation platforms such as Dynamics 365 and Power Platform at scale. You combine architectural awareness and engineering excellence with the ability to translate business ambition into a coherent platform roadmap, ensuring CEP remains resilient, secure, scalable and easy for teams to build on. You’re an exceptional communicator who can simplify complexity, influence senior leaders and bring diverse teams together around a shared direction. You know how to build trust quickly, navigate technology, risk and business conversations with confidence, and champion high standards around security, access control, compliance and operational performance. You lead with empathy, clarity and curiosity, supporting stakeholders and managing engineers to grow, develop their craft and deliver high‑quality, high‑impact work. You are at your best in modern, agile, product‑led environments, comfortable making data‑driven decisions using delivery signals, platform metrics and customer insight. Whether managing suppliers, major licensing decisions or budget forecasting, you bring commercial awareness and evidence‑based judgement. Most importantly, you live Skipton’s behaviours and you’re energised by the challenge of building a platform that empowers colleagues and enriches the experience for every member we serve.

Not just another building society. Not just another job. We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members. Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we’ll help you take the next step towards a better future. Why? It’s just the way we are. We care about sustainability and look to the long‑term for both colleagues and customers. And we know that when we build better futures as individuals, we build better futures as a business.