Role Overview
Hours: 35 hours per week. Closing Date: Thu, 9 Apr 2026. The Customer Engagement Platform (CEP) is one of Skipton’s most strategically important technology platforms. It underpins how colleagues understand member needs, deliver personalised support, manage cases and workflows, and automate processes across the Society. As our Senior Platform Owner, you will lead the evolution of the Dynamics 365 and Power Platform ecosystem, spanning CRM, marketing automation, case management, colleague engagement tools, workflow orchestration, and low‑code applications. This platform is a central enabler of Skipton’s purpose and transformation goals, powering journeys across Homes, Money and Membership by giving colleagues the insight, capabilities and automation they need to deliver brilliant service.
Why This Role Matters
The CEP is the engine room of how Skipton understands, supports and communicates with its members. Powering Dynamics 365, Power Platform solutions, marketing automation, case management and workflow tooling, CEP is the central nervous system that ensures colleagues have the insight, context and capability to deliver human, meaningful interactions at scale. As Skipton continues to evolve into a modern mutual built on great digital experiences and smarter decision‑making, this platform is critical; enabling colleagues to finish more journeys, reduce friction, and provide responsive support across Homes, Money and Membership.
What You’ll Be Doing
You’ll provide strategic, architectural and operational leadership across the entire Customer Engagement Platform, shaping a unified ecosystem of Dynamics 365, Power Platform solutions, CRM capabilities, workflow automation and colleague‑facing tools. You will define and own the multi‑year platform vision, ensuring CEP evolves as a scalable, resilient and secure foundation that supports Homes, Money and Membership journeys through rich insight, intelligent workflow and seamless colleague enablement. You’ll guide Platform Leads, Product Owners and cross‑functional engineering teams to deliver fast, safe, high‑quality change, championing automation‑first practices, observability, decoupling and evidence‑led improvement. You’ll ensure the platform is governed with clear contracts, versioned boundaries and consistent standards for performance, scalability, access management and compliance. Working closely with Security, Architecture, Data, Engineering, Operational Risk and Finance, you’ll steer technology adoption, oversee major licensing decisions, manage budgets, and ensure platform investments deliver measurable value. A critical part of your role is enabling colleague‑centric experiences: ensuring case management, CRM, workflow automation and engagement tools are intuitive, efficient and designed around real user needs. You’ll embed continuous improvement, incident management and root‑cause analysis to ensure CEP operates reliably and predictably. By collaborating across teams, you’ll help define how the Society leverages customer insights, data and automation to deliver journeys that feel more connected, more personal and more effective for both members and colleagues.
What Do We Need From You?
1. Leadership in high‑performance delivery across CRM, workflow & automation – a proven ability to drive fast, safe, high‑quality change, reducing lead times, increasing deployment frequency, and maintaining low change‑failure rates through automation‑first, standards‑led and observability‑driven delivery practices.
2. A Working‑Backwards mindset, building the right colleague & member experiences – you design from outcomes first, using insight, data and colleague feedback to ensure CEP builds the right capabilities, not just more features.
3. Strategic ownership of enterprise CRM & Power Platform ecosystems – you bring deep experience managing platforms like Dynamics 365, Power Apps, Power Automate, marketing automation, workflow orchestration and case management at scale, setting multi‑year strategy, shaping architecture, defining standards and governing a complex platform landscape.
4. Inspirational leadership & cross‑functional influence – you can mentor Platform Managers, partner with Architecture, Security, Data and Operations, and influence senior leaders across the Society, communicating complexity clearly and building strong relationships.
5. A values‑led, data‑driven approach to platform excellence – you role‑model Skipton’s values, use data, delivery signals and platform metrics to drive prioritisation and improvement, making informed decisions on licensing, budgets, suppliers and risk, and cultivating a culture where teams thrive.
What You’ll Bring
You’ll bring a powerful blend of strategic thinking, platform leadership and delivery excellence, with deep experience shaping and operating enterprise CRM and automation platforms such as Dynamics 365 and Power Platform at scale. You combine architectural awareness with the ability to translate business ambition into a coherent platform roadmap, ensuring CEP remains resilient, secure, scalable and easy for teams to build on. You’re an exceptional communicator who can simplify complexity, influence senior leaders and bring diverse teams together around a shared direction. You know how to build trust quickly, navigate technology, risk and business conversations with confidence, and champion high standards around security, access control, compliance and operational performance. You lead with empathy, clarity and curiosity, supporting Platform Leads, Business Product Owners and engineers to grow, develop their craft and deliver high‑quality, high‑impact work. You are at your best in modern, agile, product‑led environments, comfortable making data‑driven decisions using delivery signals, platform metrics and customer insight.
Benefits
* Annual discretionary bonus scheme
* 25 days annual leave + bank holidays, rising to 30 with service
* Holiday trading scheme
* Up to 10% employer pension contribution
* Colleague mortgage (conditions apply)
* Hybrid & electric car salary sacrifice scheme
* Private medical insurance
* 3 paid volunteering days per year
* Inclusive colleague networks (Carers, Pride Alliance, and more)
* Wellbeing benefits including cycle to work and discounted gym membership
* A strong commitment to training and development
Ready to Make an Impact?
Join us and help build the next generation of digital solutions at Skipton, the happiest place to live in Great Britain. This is your chance to innovate, collaborate, and create technology that truly matters.
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