Business Design Lead, Digital CRM

About the Role

Key Responsibilities

• Contribute to shaping the CRM product vision in alignment with the broader Omnichannel CX and Digital Solutions strategy.
• Maintain a clear understanding of how CRM capabilities support customer engagement, personalization, and business growth.
• Gather and synthesize customer feedback, usage data, and market trends to identify evolving needs and opportunities.
• Represent the voice of the customer and internal stakeholders in CRM-related discussions and planning.
• Independently manage and refine the CRM product backlog, ensuring clarity, prioritization, and alignment with strategic goals.
• Collaborate with the Group Product Owner to validate priorities and secure alignment across teams.
• Engage with stakeholders across CX, Marketing, Sales, and IT to collect business requirements.
• Translate these requirements into actionable user stories, functional specifications, and acceptance criteria for development teams.
• Coordinate CRM release activities, including scheduling, stakeholder communication, and post-release validation.
• Conduct post-release reviews to capture lessons learned and inform future iterations.
• Monitor CRM performance and user feedback to identify areas for enhancement.
• Collaborate with cross-functional teams to ensure CRM solutions are scalable, user-friendly, and aligned with business needs.

Requirements

• Legally authorized to work in the U.S.
• 3+ years of relevant experience in translating complex business problems into functional designs.
• High effectiveness working in cross-functional teams.
• Proven experience in overseeing all elements of the product development lifecycle.

Nice to Have

• Lean/Agile Leadership
• Lean/Agile Ways of Working
• Product Discovery & Design
• Cost & Value Management
• Uncertainty Management
• Stakeholder Management
• Impact Analysis
• Testing skills both manual and automated
• Process Optimization
• Communication & Training
• Problem Solving

Qualifications

• Not explicitly specified beyond experience requirements; implied: relevant professional experience and ability to translate business problems into functional designs.

Benefits & Perks

• Competitive base salary, annual bonus (based on position level)
• Great medical, dental, and vision coverage
• 401k with a generous company match
• Incredible wellness benefits, commuter benefits, pet insurance, and generous PTO
• Hybrid work model promoting flexibility
• Opportunities for personal development and career progression
• Inclusive and diverse work culture