Role Purpose:

Own and evolve the platforms, processes and tooling that support customer operations and communications across the bank, spanning Salesforce, customer support tooling, telephony and communications delivery.

Define and drive product direction across these areas, ensuring platforms and processes are reliable, scalable, well controlled and compliant.

Bring structure to a broad and expanding domain, reducing operational and regulatory risk while improving how teams operate and how customers are communicated with.

Work in close partnership with Customer Operations, Compliance, Risk and Engineering to deliver outcomes that are operationally sound, regulator-ready and commercially effective.

This role requires strong product management fundamentals, comfort operating in a detailed and regulated environment, and the ability to work confidently across both process and platform.

Scope of Responsibility: 

• Salesforce platform, covering customer service and case management for customer segments
• Customer operations processes, including data management requests such as GDPR erase and subject access requests
• Customer communications processes, deliverability and future communications platform capability
• Customer support tooling, including Gradient Labs
• Telephony platform, including AWS Connect and related tooling
• Reporting, audit evidence and quality management across the above

Key Accountabilities: 

Product Ownership and Delivery

• Own end-to-end delivery across platforms and processes within scope
• Define clear problems, outcomes and success measures
• Own prioritisation decisions
• Maintain ownership from analysis through to implementation and ongoing optimisation

Platform and Process Management

• Own day-to-day management and improvement of Salesforce and associated tooling
• Ensure platforms are configured effectively to support customer operations
• Identify and resolve inefficiencies in processes and tooling
• Maintain clear, structured ownership of system behaviour and process flows

Operational Performance and Quality

• Monitor operational performance, identifying issues, risks and improvement opportunities
• Ensure processes are robust, repeatable and auditable
• Own reporting, audit evidence and quality management across the domain

Customer and Communication Outcomes

• Ensure customer communications are accurate, timely and delivered effectively
• Improve how communications are triggered, managed and monitored
• Shape future direction for how the bank communicates with customers as needs evolve
• Balance operational efficiency with customer experience and clarity

Regulatory and Risk Management

• Ensure processes and platforms support regulatory requirements, including GDPR and SARs
• Work closely with Compliance and Risk to interpret and implement requirements
• Maintain audit readiness and control effectiveness
• Identify and mitigate operational and regulatory risk

Engineering Partnership

• Work closely with Engineering to deliver changes across platforms and integrations
• Engage confidently on system behaviour, configurations and constraints
• Contribute to solution design while respecting engineering ownership of implementation

Stakeholder Collaboration

• Work closely with Customer Operations, Customer Services, Compliance, Risk and Engineering
• Communicate clearly and bring stakeholders together to resolve issues and drive improvements
• Support alignment across teams in an increasingly complex domain.

What good looks like:

• Clear ownership of platforms and processes with minimal ambiguity
• Reliable, well-controlled operational processes
• Strong audit readiness and regulatory compliance
• Reduced operational and regulatory risk across platforms and processes
• Improved efficiency and reduced operational friction
• Strong collaboration across Product, Engineering and Operations

Skills and Experience:

• Strong product management experience, ideally in platform or operations-focused roles
• Experience working with CRM systems, ideally Salesforce, and operational tooling
• Experience in regulated environments, ideally UK financial services
• Strong understanding of operational processes and control environments
• Comfortable working with technical systems, configurations and integrations
• Strong communication and stakeholder management skills
• High ownership mindset, with flexibility to support wider Product priorities where it adds value