Product Lead, Customer Data and Platforms
Core
Lead the strategy and delivery of the bank's customer data, CRM, and customer operations platforms, including AI-supported customer service.
Role type
Senior Product Lead (Customer Data & Platforms)
Builds
Customer data platforms, CRM systems, and AI-driven customer service tools for a UK-licensed bank.
Domain
Financial Services / Banking / Customer Data Management
Deliverable
production ML models | product features
Required skills
Product strategy & roadmap ownership, CRM platform ownership in regulated environments, Customer data modeling & quality standards, Stakeholder management & governance, Team leadership (PM/BA), AI use case adoption, Financial crime & Consumer Duty compliance
Preferred skills
Salesforce experience, AI-supported customer service automation, Data migration & group-wide harmonisation
Technologies
Salesforce, AI/ML platforms
Responsibilities
Own and deliver the domain strategy and roadmap balancing customer needs and regulatory requirements; Own the customer data model, requirements, and quality standards; Establish clear ownership, intake, prioritisation, and governance processes; Embed data protection and financial crime requirements into product design; Lead the adoption of AI-supported customer service; Guide platform investment and lifecycle decisions; Define and monitor measures of data quality and platform adoption; Build alignment across business lines and technical teams; Lead and develop the Product Manager and Business Analyst.
