Product Owner We are seeking a commercially focused Product Owner who can blend user empathy with strategic thinking, and who thrives in fast-moving environments. You will bridge operations and development, championing improvements that not only deliver business value but enhance end-user experience across systems such as ConnexOne and Dynamics 365. The successful candidate will be responsible for maximising the value of key digital products and platforms within Aerial Direct’s transformation roadmap. This role acts as the voice of the business in ensuring features and improvements are aligned with user needs, commercial goals, regulatory and information security requirements. What do we offer? Holiday rising with each year of service Buy & Sell Holiday Scheme Your Birthday Off - after all it's the most important day of the year! 23 Days Annual Leave Bank Holidays Free eye tests & support towards glasses Gym Discounts Discounted Home Broadband Family & Friends Broadband Referral Scheme Our Employee Assistance Programme offering confidential Wellbeing Support Regular events and activities throughout the year including our famous Christmas Party, summer party & Employee Awards! Company pension scheme You’ll get involved in: Product Ownership & Application Support: Defining and evolving the application support model in partnership with IT to ensure responsive, scalable, and customer-aligned outcomes. Understanding upcoming changes to the applications and inform the relevant stakeholders. Work with the business to review and support the implementation of new features that deliver the most significant impact to users and operations. Defining product KPIs Acting as product risk owner during release cycles, ensuring stakeholder readiness, communication, and operational continuity. Supporting business case development for platform enhancement or replacement based on usage insights and strategic fit. Incident & Change Management: Ownership of escalated incidents for owned systems, managing them through to resolution and ensuring stakeholders and end-users are kept informed. Developing and supporting the IT teams with Business Continuity plans in the event of critical errors or system failures. Responsible for the change control process and management of system patches, changes and upgrades in line with company policy. Collaboration with the data engineering team to ensure system changes are structured to support meaningful reporting and actionable insights. Ensuring the applications and all changes meet company information security policies and comply with relevant regulatory requirements, including Ofcom and GDPR Ideally, you’ll have: Attention to detail is essential with an Ability to clearly articulate the business requirements, goals and project scope Strong time management and prioritisation skills to manage a high workload Excellent analytical, problem-solving and conceptual skills with the ability to take an innovative approach to business problems. Proven experience in managing ConnexOne or a similar Omnichannel Contact Centre Solution. Change management experience. Experience with incident management and troubleshooting. Strong knowledge of Dynamics 365, Microsoft Planner and Workflow Management systems Advanced skills in Microsoft Excel and Office Suite, with working knowledge of SQL and Microsoft Power Platform. Familiarity with Waterfall & Agile delivery methods and working within cross-functional project teams Passion for continuous improvement, user-centred delivery, and enabling business transformation in a fast-paced environment It would be great if you have: Previous experience in a Digital Transformation Programme BPM Certification BA Certification Who are we? We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience. Working at Aerial Direct isn’t just a career, it’s a decision to be better. It’s choosing to take on interesting work that challenges you. We can promise that your hard work will be rewarded and recognised, and you’ll be given the tools, training, and support needed to do a great job. We are proud to be one of the UK’s leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK. Our Process Step 1: Is there a fit? You’ll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you’re looking for from your career Step 2: M eeting with your would-be manager, our Transformation Director, to talk through the role in greater detail. Step 3: You’ll meet with the team to talk through your technical knowledge, with a short technical test to gauge your knowledge levels. Step 4: If it looks like a good fit from both sides, we’ll be looking to make you an offer! Our Values: All: We are one team enabling each other and the business to thrive Elite: We will be the very best that we can be for our customers and our colleagues Respectful: We show respect for our environment, our people and above all else, our customers Impeccable: We will deliver the best customer experience and service in all we do Agile: We’re always looking to be one step ahead, quick to move, and to anticipate our customers’ needs Limitless: We seek continuous improvement in order to grow and develop the business