British Heart Foundation (BHF) are undertaking an exciting customer transformation programme to drive incremental income and make it easy for customers to both give and get help to achieve their goals through better identifying, predicting and meeting our customer needs.
Our transformation programme is implementing Adobe Customer Data Platform (CDP) and Campaign plus Microsoft Dynamics 365 Customer Engagement to provide great customer experience across different channels.
The Adobe capability is a suite of Marketing Technology tools with two main elements, Adobe CDP and Campaign. CDP will be used as the master for all our B2C customer data. It will unify cross-channel data and bring together various online and offline data sources, managing customer consent to create a real time single customer view. Adobe Campaign will be a marketing orchestration platform to design and build customer journeys, managing cross-channel campaigns through email, SMS and direct mail, using data from Adobe CDP.
Microsoft D365 Customer Engagement will also manage customer interactions and relationships, acting as the master for all B2B customer data for the purpose of prospect, lead and customer management, hold B2C customer records and associated interactions with BHF. It will also provide a unified platform for Customer Services to deliver more personalised experiences for customers, and be an essential component of the single customer view combining customer information with product centric data.
About the role
As our Senior Product Owner, you’ll lead the strategic development, implementation, and continuous improvement of Adobe Experience Cloud solutions at BHF. You'll have a deep understanding of Adobe’s suite of products, including Adobe Campaign V8, Adobe Real-Time CDP, Adobe Customer Journey Analytics, and Adobe Profile Orchestration. You’ll work closely with stakeholders, development teams, and business units to drive innovation, enhance customer experiences, and deliver measurable business outcomes.
We are mid implementation at present, and our approach is to initially use a Managed Service, via PWC, to implement and support technology and run campaigns on our behalf initially, before we create new internal capability and transition back into BHF.
As this role develops to cover all requirements to support the programme you'll be given the opportunity to support our Customer Transformation Director and act as a key member of our leadership team, supporting on activities such as ways of working, capability build, content optimisation, Target Operating Model, and other leadership activities.
What you’ll be doing:
- Defining and owning the vision, strategy, and roadmap for Adobe Experience Cloud solutions in alignment with business objectives.
- Planning, prioritizing and overseeing the ongoing delivery of product enhancements and features based on business value, customer needs, and market trends.
- Contributing to the Product Chapter, helping shape product standards and best practices across the organisation.
- Driving innovation by identifying new use cases through customer analyses to best leverage emerging Adobe capabilities.
- Managing integrations with the wider Digital ecosystem including SiteCore Microsoft CE and OneTrust overseeing the maintenance of customer compliance and the ongoing development of customer intelligence to continuously drive personalisation and ongoing impact from our Adobe investment.
- Managing alignment with wider Customer technologies across the Microsoft platforms including CRM and Customer Service
- Act as the bridge between business stakeholders, technology teams, and Adobe partners to ensure alignment on objectives and priorities.
- Work closely with marketing, data, and IT teams to optimize customer journeys and personalization strategies.
- Lead and support Agile development teams, ensuring smooth delivery of Adobe-related initiatives using Agile methodologies.
- Collaborate with UX/UI designers, engineers, and analysts to develop, test, and refine digital experiences.
- Ensure high-quality implementation of Adobe solutions, conducting UAT and performance testing as needed.
- Define and track key performance indicators (KPIs) on an ongoing basis to measure success and continuously optimize Adobe solutions.
- Oversee the use of Power BI and Customer Journey Analytics to drive data-driven decision-making and enhance user engagement.
- Ensure that all Adobe implementations comply with data privacy regulations (e.g., GDPR & DPA).
- Maintain governance frameworks for content management, data collection, and marketing automation.
About you
An experienced product leader, you’ll thrive in complex environments and know how to bring people together to deliver impactful digital products.
You’ll bring:
- Proven experience as a Product Owner, Digital Product Manager, or similar role within the Adobe ecosystem.
- Strong expertise in Adobe Experience Manager (AEM) - Adobe Campaign V8, Adobe Real-Time CDP, Adobe Customer Journey Analytics, and Adobe Profile Orchestration.
- Experience of managing GDPR Compliance and Customer Consent Data
- Experience working in an Agile environment, managing backlogs, and defining user stories.
- Ability to translate business needs into technical requirements and vice versa.
- Strong analytical skills with a data-driven mindset.
- Excellent stakeholder management and communication skills.
Working arrangements
This is a blended role, where your work will be dual located between your home and our London office.
At BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least one day each week, on average. In the initial months, two days per week may be required as you get up to speed and as we work closely with internal teams and partners for implementation. The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.
About us
Our people are at the heart of everything we do. By funding research across six decades, we’ve helped keep millions of hearts beating and millions of families together. We’re investing in ground-breaking research that will get us closer than ever to a world free from the fear of heart and circulatory diseases.
We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day.
Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.
Interview process
First stage interviews will be held, via MS Teams. Second stage interviews will be held, in person, at our London offices
How to apply
It’s quick and easy to apply for a role at BHF. Just click on the apply button below. All you’ll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria.
As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.
Should you need any adjustments to the recruitment process, at either application or interview, please contact us.