Principal Product Lead (CX)

📋 Description

• Own CX tooling strategy and roadmap (CRM, ticketing, messaging, telephony)
• Balance off-the-shelf vs bespoke internal tools
• Lead platform optimization initiatives, including third-party evaluation
• Build, maintain and socialise a principled approach to business transformation
• Collaborate with Sales, Operations, Finance, Marketing and senior leaders

🎯 Requirements

• Proven leadership of CX product strategy for internal tools (CRM, ticketing, telephony)
• Balance off-the-shelf vs bespoke internal products (buy vs build)
• Strong service design and evidence-led cross-functional process thinking
• Excellent stakeholder engagement with Sales, Ops, Finance, Marketing
• Passion for championing Product discipline and outcome-driven roadmaps

🎁 Benefits

• Salary £90k+ plus 10% shares yearly
• 28 days holiday + bank holidays
• Private medical cover
• Pension scheme: employer 7%, employee 5%
• Hybrid working: 3 days in office; remote periods UK
• 24/7 online GP and dental; fertility and other support