Job Specifications
Product Owner – CRM
9-Month Contract – Inside IR35 – up to £580 per day
London based – hybrid working – up to 2 days a week on site
Insurance sector
Role Overview
We are seeking a highly skilled, experienced, and motivated Product Owner – CRM/D365 to lead the continuous improvement and innovation of our core Customer Relationship Management (CRM) platforms and capabilities, with a particular focus on Microsoft Dynamics 365 (D365). This role is pivotal in supporting the delivery, evolution, and advancement of our CRM strategy, ensuring our business remains at the forefront of customer engagement, operational efficiency, and digital transformation.
You will lead the strategic development and delivery of both internal CRM platform capabilities and business-facing change initiatives. Alongside the Head of Capital Partners Value Stream, you will be responsible for shaping the CRM product vision, managing roadmaps, and ensuring the successful delivery of outcomes that enhance customer value, user experience, and operational effectiveness. You will also be responsible for ensuring all supporting CRM systems and applications are operational, secure, and fit for purpose.
Key Responsibilities
1. Product Vision & Strategy
CRM Product Vision & Strategy: Partner with the Head of Capital Partners Value Stream to maximise the value delivered by CRM squad, focusing on Microsoft Dynamics 365. Identify and prioritise initiatives that address business needs and deliver the greatest impact for customer engagement and operational efficiency.
Continuous Improvement: Lead the ongoing enhancement of CRM services, capabilities, and applications—driving efficiency, scalability, and reliability. Champion automation, integration, and innovation to improve user experience and adoption of D365.
Data-Driven Approach: Ensure new CRM features, products, or services are designed with data in mind, supporting operational MI/analytics and future AI/ML use cases. Embed “Data Product” thinking in all CRM change initiatives.
2. Delivery Execution & Product Owner Chapter Leadership
Flow and Agile Methodologies: Focus more on agile principles over agile processes/methodologies. Support your squad’s preference in ways of working (based on their maturity) and help them to self-organise around CRM work. Ensure you manage the product backlog, facilitate planning, ruthlessly prioritise and focus on valuable work, minimise WIP, help the squad avoid over committing, and drive progress towards product goals at a sustainable pace.
Innovation: Explore and evaluate new CRM technologies, integrations, and approaches to enhance platform capabilities and speed to market. Encourage experimentation and continuous learning within the team.
Communication & Collaboration: Effectively communicate product vision, roadmap, and progress to stakeholders at all levels of the organization. Ensure stakeholders are fully engaged with change initiatives and are providing constant and fast feedback. Make sure you are available and present to the squad to enable the smooth flow of work items and rapid answers to their questions.
Ensure Engagement: make sure your squad fully understand the importance of what they are working on and why it matters – make sure they understand the broader vision and future direction – keeping them engaged and interested.
Chapter Membership: be an active member of the Product Ownership Chapter – look to help improve Product Ownership across the value streams and squads by sharing successes, knowledge and failures.
DevOps Maturity: Support the maturity of the DevOps practices for your squad – paying attention to DORA metrics – in particular Deployment Frequency, Lead Time for Changes, Change Failure Rate and Mean Time to Restore (MTTR).
3. Stakeholder Management & Governance
Stakeholder Management: Build and maintain strong relationships with key stakeholders across our various business teams (including underwriting, investor relations and business development) and external vendors to ensure alignment and effective collaboration. Deeply focus on the needs of your core user groups and seek to increase their overall satisfaction with CRM services and tools.
Risk Management & Compliance: Identify and mitigate technical risks/debt within CRM platforms. Ensure compliance with security, governance, and regulatory standards (e.g., GDPR, operational resilience). Align with solution architects to embed security by design in all CRM product approaches.
Squad Health: Collaborate to ensure Flow Engineers and Tech leadership to ensure CRM squad members are happy, engaged, and resilient. Foster psychological safety and a culture of learning from failure.
Candidate Profile
The successful candidate will be a skilled and highly motivated Product Owner with strong business acumen and deep experience in CRM, particularly Microsoft Dynamics 365. They must be able to ruthlessly prioritise, maintain focus, and communicate complex CRM concepts to both techni
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