Company: Mercer
Description:
Are you ready to take on a pivotal role in shaping the future of our high-profile Customer Relationship Management (CRM) platform at Marsh McLennan (MMC)?
We are seeking a dynamic and strategic Dynamics Business Product Owner to lead the vision and execution of our CRM platform, MPower. This position offers the opportunity to collaborate with cross-functional teams, enhance client engagement, and drive revenue growth.
At MMC, we value innovation, collaboration, and continuous improvement. As the MPower Business Product Owner, you will play a crucial role in driving our CRM initiatives forward, making a significant impact on our business and our clients. This role will be based in London. This is a hybrid role that has a requirement of working at least three days a week in the office.
We will count on you to:
As the MPower Business Product Owner, you will be at the forefront of helping to establish the product vision and strategy for our CRM system. Your responsibilities will include:
* Vision and Strategy Development: Define the product vision and roadmap for the CRM platform, ensuring alignment with overall business goals and user experience improvements.
* Stakeholder Management: Collaborate with stakeholders across sales, marketing, customer service, and IT to gather and prioritize requirements, acting as the bridge between business needs and technical teams.
* Sprint Planning & Execution: Work with Agile teams to plan and execute sprints, providing feedback to ensure quality and alignment with business needs.
* User Experience (UX) & Customer Journey Optimization: Advocate for user-centric designs, map customer journeys, and ensure a seamless user experience for both internal users and external customers.
* Continuous Improvement & Release Management: Engage in regular reviews of CRM performance, gather feedback for improvements, and manage CRM releases with minimal disruptions.
* Testing and Quality Assurance: Define acceptance criteria for new features and oversee User Acceptance Testing (UAT) to ensure quality standards are met before deployment.
* Vendor & Tool Management: Manage relationships with CRM vendors and assess new tools to enhance CRM capabilities.
* Training and Support: Help develop training materials and provide ongoing support to users, ensuring successful CRM adoption.
What you need to have:
* Proven experience in product ownership or management, particularly in CRM systems.
* Strong understanding of Agile methodologies and experience working with cross-functional teams.
* Excellent communication and stakeholder management skills.
* Ability to analyse business processes and translate them into technical requirements.
* A passion for user experience and customer journey optimisation.
What makes you stand out?
* Demonstrate ability to develop and articulate a clear product vision that aligns with business objectives and enhances user experience.
* Proven track record of successfully leading cross-functional teams, fostering collaboration, and driving consensus among diverse stakeholders.
* A deep commitment to user experience, with experience in conducting user research, mapping customer journeys, and implementing user feedback into product enhancements.
Why join our team:
* We help you be your best through professional development opportunities, interesting work and supportive leaders.
* We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
* Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
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