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Salesforce Product Owner - Sunbury - 9 months - £492 per day

Posted on Mar 12, 2019 by ABW Recruitment

Middlesex, Middlesex United Kingdom
Information Technology
Immediate Start
£492 - £492 Daily
Contract/Project

My Client a leading Energy Supplier requires a Salesforce Product Owner

Role synopsis

The Company is part way through a programme of HR Modernisation. The workplace and the workforce are changing at an incredible pace. The scale and scope of change over the next five years is likely to eclipse that of the last twenty. By 2020, millennials, the majority of whom would prioritise flexibility around how, when, and where they work over pay; will account for 50% of the working population. In general, employees are expecting the same functionality, accessibility, and versatility at work as they do when shopping or banking online for instance. The role of technology is central to our own modernisation journey. We have some important decisions to take around what we decide to pursue.

Very simply, we're modernising our function to adapt to changes in the workforce and workplace to ensure we're positioned to add maximum value to the company moving forward. Embracing technology to drive efficiency and improve the end-user experience.

Adopting an operating model that allows the right work to be done by the right person in the right location. Focussing our time and effort where it really counts. And feeling confident that the HR function we're continuing to build will be even better than the one we have today.

The Role

The CRM Product Owner role will be a critical player to ensure appropriate design, solution build and oversight of the CRM tool towards the implementation. The role is pivotal in driving the agenda of modernisation and improved user experience.

The CRM Product Owner role will work alongside product owner and scrum teams and will report into the Chief Product Owner to succeed in the execution of activities. The CRM PO role will span across critical components enhancing the delivery of HR services to the companies internal customer groups.

The key responsibilities of the role include:

  • Define clear user stories through ambiguity
  • Maintain the product roadmap which then forms part of the wider KALCN principles and future enhancements of Salesforce products in scope
  • Work closely with business stakeholders to identify/prioritize requirements, balancing the needs of customers and stakeholders, as well as scope the deliverable benefits of change across the entire business
  • Facilitate requirements and enhancements discussion with Salesforce technical knowledge and platform art of the possible' in mind
  • Be responsible for creating and maintaining the product backlog, communicating the vision to the development team
  • Manage the governance of user stories in JIRA, following Agile methodologies and maintain effective communication with the wider scrum team and respective product owners
  • Drive the vision for the CRM solution from design to deployment
  • Work alongside the SI partner to facilitate solution validation sessions for CRM and live chat
  • Gather requirements across various stakeholder groups and prioritise appropriately to embed within the product deployment roadmap
  • Define deployment roadmap for mid-19 roll out and beyond
  • Define CRM and live chat deployment roadmap from mid-2019 onwards, driving the execution and education of target audiences, working closely with wider product owners group
  • Work with the Programme Change and Communication team and Service Transition to ensure that key messages and timeframes in relation to the product deployment are socialised with stakeholders at the right time in wider programme context/activities
  • Develop & maintain the relationship with key stakeholders within HR and various company segments
  • Ensure that the content governance, in collaboration with the stakeholders and advisory groups, is updated to ensure that it is current and continues to remain fit for purpose
  • Act as a change specialist and drive the change management activities
  • Collaborate with the communication teams to ensure that key stakeholders are briefed and educated accordingly
  • Support the resolution of issues and defects related to the product in a timely manner, working closely with DevOps teams
  • Bring Salesforce product knowledge and expertise, educating wider team on core functionality

Essential experience and job requirements

Knowledge, experience & expertise

  • Management of business requirements gathering in a technology context
  • Strong understanding of design thinking and product development process
  • Experience and good product knowledge of Salesforce Service Cloud (a must)
  • Experience of delivery of CRM solutions in a SaaS environment
  • Well-versed in working in DevOps model
  • Experience of Shared Service Centres/contact centre environment
  • Ability to create product specifications
  • Strong project management skills
  • Ability to truly understand business drivers within the organization
  • Excellent project planning, management and coordination skills, being able to manage several activities simultaneously, including developing, maintaining and driving a complex project plan
  • Strong analytical and problem-solving skills

Personal qualities

  • Excellent written and verbal communication
  • Creative and curious; always looking for alternative options
  • Ready to challenge stakeholders and project owners
  • Ready to challenge status quo'

Desirable

  • Previous startup experience
  • Exposure and experience of Workday and other HR products and solutions
  • Demonstrated success working within diverse, cross-functional teams; highly competent in relationship management and working with a diverse set of stakeholders
  • Excellent interpersonal, verbal and written communication skills, ethical business behaviour and judgment, strong leadership and teamwork
  • Understanding of Knowledge Management, Portal, Document Management and live chat solutions preferred
  • Good understanding of principles of service delivery models in HR context

Reference: 668154866