Product Owner

ROLE AND RESPONSIBILITIES

As Product Owner of Customer Services & Engagement, you will be responsible for developing a deep understanding of the customer’s needs through analytics and feedback. Using this data to then define and prioritise products that assist our customers in achieving their financial goals.

You will measure the success of our products by understanding our customer’s satisfaction and return insights to all teams to evolve our strategy. You will create a customer-centric culture, drive profitable customer behaviour, and inform other teams with customer data. You will also be involved in the day-to-day management and development of our CRM Salesforce tool to assist our internal stakeholders in better handling our client interactions.

You will be responsible for defining and executing our Customer Services & Engagement strategy. This encompasses Customer Relationship Management, Client behaviour and performance analysis and help desk. You will be focusing on proving exceptional customer experience in every interaction they have with our company.

As a Product Owner, you will:

- Be responsible for defining the product Vision and Milestones aligned with the business strategy.
- Utilising feedback and data from clients in combination with understanding stakeholders and their needs and expectations, develop and prioritise features that have high customer and operational impact Embeds Agile, Lean and Design Thinking methodologies and continuous improvement practices in the team.
- Formulates hypotheses to validate customer problems and define clear learning objectives that will inform product roadmap and prioritisation decisions.
- Ensures that all feature functionality (including non-functional requirements) is delivered, meets the desired outcomes and impact is tracked.
- Craft user stories, story maps, process/integration flows and product visuals
- Collaborates with business, other product owners, engineering, design, marketing, business operations to ensure there is a clear vision, product strategy and resourcing.
- Owns and facilitates collaboration between senior business, delivery teams and technical stakeholders to ensure that prioritisation is understood and agreed to.
- Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training
- When dealing with all customers, clients or colleagues ensure that we provide a clear, fair and consistent high-quality service that presents a professional and positive image of CMC Markets
- Take all reasonable steps to ensure appropriate confidentiality
- Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role
- Read and comply with CMC policies and procedures as they relate to your employment
- Complete all mandatory compliance training

KEY SKILLS AND EXPERIENCE
- 5+ years' experience as a Product Owner in a customer focused, Agile software delivery environment with the ability to articulate customer problems into solutions.
- Experience leading execution and delivery teams, working with Salesforce Administrator & Developers, Business Analysts and team leads to execute agile feature delivery prioritising to maximum impact.
- Platform experience with Salesforce Service Cloud, mParticle, Amplitude, Braze (or other Customer Data Platforms)
- Solid understanding of CX best practices and evolving technology
- Experience developing and documenting use cases, process maps, business requirements and integration flow utilising JIRA and Confluence.
- Strive under uncertainty driving exploration to ensure the best results.
- Collaboratively work with others to break down complex problems.
- Proactive, self-starter with excellent project management skills and ability to manage multiple tasks effectively.
- Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment.
- A high degree of organization, individual initiative, and personal accountability

**BENEFITS**:

- Charity give-back days.
- 1 extra annual day of leave for your birthday.
- A dedicated benefits & wellbeing hub, for you to save on groceries, access retailer discounts and enjoy various resources to enhance your physical & mental wellbeing,

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.