Product Owner - CRM

Hybrid London, United Kingdom

We’re looking for a Product Owner
Our teams strive to deliver exceptional customer service, each customer interaction is an opportunity for excellence, and we want them to have the best tools for their job. As the Product Owner in our CRM team, you will improve and scale the technology that supports this, aligning product development with business goals and user needs. This role involves more than just maintaining our existing products; it's about optimising and enabling future improvements to keep us competitive in the fintech industry.

The company
Fast, flexible finance empowers small businesses to manage their cash flow better and seize opportunities - making their business and the economy stronger as a whole. At iwoca, we do just that. We help businesses get the funds they need, when they need it, often within minutes. We’ve already made several billion in funding available to over 100,000 businesses since we launched in 2012 and positioned ourselves as a leading Fintech in Europe.
Our mission is to finance one million businesses. We’ll get there by continuing to make our finance ever more relevant and accessible to more businesses by combining cutting-edge technology, data science, and a 5-star customer service.

The role

• Roadmap Development and Commercial Alignment:
  
  • Gather, shape and prioritise roadmap items, feature requests and maintenance needs.
    
  • Act as the main point of contact for business stakeholders to make sure that the team and the business stay aligned on progress and goals.
    
  • Define and communicate the strategic direction and goals for an engineering team.
    
• Technical Oversight and Problem-Solving:
  
  • Collaborate with engineers to break down complex technical challenges into manageable components. Facilitate effective problem-solving within the team, fostering agility and adaptability.
    
  • Work with stakeholders and engineers to craft comprehensive product and feature requirement documents that align business objectives and user needs.
    
• Feature Delivery and Monitoring:
  
  • Plan, scope, and deliver projects, managing intermediate milestones and removing blockers.
    
  • Set clear goals and work with the engineers in the team to balance delivery responsibility across the team.
    
  • Ensure the quality of delivery, by following up post-release to proactively find and resolve bugs
    
  • Work with business stakeholders to track success metrics and evaluate the impact of projects after they have concluded so that we can constantly learn from what we deliver.
    
• Performance Monitoring:
  
  • Track and report on key performance indicators to understand our system health. Use this to work with engineers to identify and scope work to improve system health and scalability.
    

The projects
As an Internal CRM Product Owner, you will oversee and manage various projects, ensuring they align with business goals and deliver value to our users. Some examples include:

• Enhancing Customer Communication Systems:
  
  • We aim to answer 90% of calls within 2 minutes, and our tech needs to support that. Lead the integration and optimisation of our phone system with Twilio, focusing on improving routing logic and developing tools for our operations teams to manage calls effectively.
    
• CRM Development:
  
  • Drive the development and enhancement of our CRM, which is built in-house, so that our operations teams always have the important information at hand and can provide exceptional customer support.
    
• Backend System Optimisation:
  
  • Oversee the optimisation and evolution of our Django-based backend, transitioning key services into microservices to improve system efficiency so that we can keep supporting our rapidly growing customer base.
    

The team
The CRM team, known as Backyard Gardeners (BYG), created our proprietary CRM software (called Backyard), which supports our account management, underwriting and collection processes. You will lead a group of visionary back-end and front-end engineers committed to creating and enhancing the tools that empower our operational teams to deliver exceptional service. As part of this team, you'll be at the heart of iwoca's mission, enabling us to reach our ambitious goals through technological excellence.

The requirements
Essential skills:

• Proven experience as a Product Owner, a similar role in product management or a technical role.
  
• Delivery focused with the ability to work autonomously to make things happen. You can efficiently manage projects end-to-end.
  
• Strong problem-solving skills and willingness to think outside the box.
  
• Excellent communication skills, you tailor your communication style and the technical detail according to your audience.
  
• Ability to understand and discuss technical concepts, so that you can effectively manage trade-offs and evaluate new ideas.
  
• You are a team player with a fine balance of confidence, gravitas, humility, and enthusiasm.
  

Bonus skills:

• Experience with user experience (UX) and user interface (UI) design.
  
• A strong numerical or technical background
  

The Salary
We expect to pay from £60,000 - £80,000 for this role. But, we’re open-minded, so definitely include your salary goals with your application. We routinely benchmark salaries against market rates, and run quarterly performance and salary reviews.

The culture
At iwoca, we prioritise a culture of learning, growth, and support, and invest in the professional development of our team members. We value diversity in thought and skill, and encourage you to explore new areas of interest to help us improve our products and services.

The offices
We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds, and Frankfurt with plenty of drinks and snacks
  
• Events and clubs, like bingo, comedy nights, yoga classes, football, etc.
  

The benefits

• Medical insurance from Vitality, including discounted gym membership
  
• A private GP service (separate from Vitality) for you, your partner, and your dependents.
  
• 25 days’ holiday, an extra day off for your birthday, the option to buy or sell an additional five days of annual leave, and unlimited unpaid leave
  
• A one-month, fully paid sabbatical after four years.
  
• Instant access to emotional and mental health support.
  
• 3% Pension contributions and share options.
  
• Generous parental leave and a nursery tax benefit scheme to help you save money.
  
• Cycle-to-work scheme and electric car scheme.
  
• Two company retreats a year, we’ve been to France, Italy, Spain, and further afield.
  

And to make sure we all keep learning, we offer:

• A learning and development budget for everyone.
  
• Company-wide talks with internal and external speakers.
  
• Access to learning platforms like Treehouse.
  

Useful links:

• iwoca benefits & policies
  
• Interview welcome pack
  

Compensation Range: £60K - £80K