Product Owner - Customer & Commercial

Arriva Group; Greater London, Sunderland; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading transport company is seeking a Product Owner - Customer and Commercial to join their Product Team in either London or Sunderland. This full-time role will ensure that customer and commercial products deliver maximum value by translating business needs into actionable requirements. Candidates should possess strong collaboration and communication skills, along with the ability to manage a prioritised product backlog effectively. The closing date for applications is January 21, 2026.

Qualifications

• Strong collaboration and communication skills for engaging stakeholders.
• Ability to translate business needs into actionable requirements.
• Experience in backlog management and agile methodologies.

Responsibilities

• Translate product vision into actionable user stories.
• Maintain a prioritised product backlog.
• Participate in sprint ceremonies for effective delivery.
• Engage with teams to gather feedback and prioritise features.
• Track product performance metrics post-launch.

Skills

Collaboration

Communication

Decision-making

Analytics

Job description

Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe. The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably.

We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager – who acquired Arriva in 2024.

We are looking for a Product Owner - Customer and Commercial to join our Product Team on a full time, permanent basis. This role will be based from either our London or Sunderland office.

The Product Owner for Customer and Commercial role is responsible for translating business needs and product vision into actionable requirements for delivery teams, ensuring that customer and commercial products deliver maximum value. This role maintains a prioritised backlog, provides clarity throughout the development process, and works closely with business units, support teams, IT business partners, and the Platforms team to validate technical feasibility and manage dependencies. The Product Owner acts as the bridge between business priorities and technical delivery, requiring strong collaboration, communication, and decision‑making skills.

Direct Responsibilities

Product Vision & Backlog Management

• Translate the product vision and business goals into actionable user stories and acceptance criteria.
• Own and maintain a prioritised product backlog that reflects business objectives and customer needs.
• Continuously refine backlog items based on stakeholder feedback, technical constraints, and changing priorities.
• Ensure backlog items are well‑documented, estimated, and ready for development.

Delivery

• Actively participate in sprint ceremonies, including planning, daily stand‑ups, reviews, and retrospectives.
• Provide timely clarification and guidance to development teams to ensure successful delivery.
• Monitor sprint progress, identify risks or blockers early, and work with teams to resolve issues.

Collaboration with Key Teams

• Work closely with business units, support teams, IT business partners, and the Platforms team to validate technical requirements and manage dependencies.
• Ensure solutions are scalable, secure, and aligned with platform standards.
• Support integration planning and testing activities to guarantee smooth deployment.

Stakeholder Engagement

• Engage with commercial, marketing, and customer service teams to gather feedback and prioritise features.
• Facilitate workshops and discussions to align on requirements and delivery expectations.
• Communicate progress, risks, and changes clearly to all stakeholders.

Performance Monitoring

• Track product performance metrics and adoption rates post‑launch.
• Use data‑driven insights to inform backlog prioritisation and future enhancements.
• Ensure continuous improvement through iterative delivery and feedback loops.

The Role Will Contribute To a Diverse Portfolio Across

• Customer Service
• Customer Experience
• Ticketing & Retail
• CRM & Sales
• Revenue Management
• Marketing & Digital
• Accessibility & Inclusion

Key Success Criteria For This Role Are

• A well‑maintained and prioritised backlog aligned with business objectives.
• Backlog items refined, groomed, and linked to strategic goals.
• Features delivered on time and aligned with stakeholder expectations.
• Demonstrable improvement in customer experience and engagement metrics.
• Decisions supported by analytics (e.g., user behaviour, adoption rates)
• KPIs tracked and reported consistently.
• Adoption of new features that enhance operational efficiency and customer satisfaction.

Example Products Include

Zendesk, Delay Repay, AI Travel Assistant, Marketing Fonts, Revenue Management, Upgrade Auctions, CRM, B2B Sales, Onboard CX, Food & Drink, Commercial Systems, Revenue Forecasting, Revenue Protection, Ticketer, Digital, Hanover, Littlepay, iSAMS, BODS, EPM, Hacon, Paypoint, Scancoin, Braintree, iBus, Expendo.

This job description sets out the main duties and responsibilities of the job‑holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.

The closing date for applications is Wednesday 21st January 2026. Arriva Group reserves the right to close this vacancy early.