Technical Product Owner - Salesforce Service Cloud (6 months FTC)

The purpose of the Technical Product Owner is to actively lead the feature development and continuous improvements to our Customer Care technologies - primarily Salesforce Service Cloud. You will partner closely with the Contact Centre leaders and wider Customer Care team as well as Dunelm Technology and 3rd party delivery teams to implement process redesign initiatives and support day today operational improvement. Reporting to the Senior Manager, Customer Experience &Technology, the job holder will be supported by a Systems Analyst.

• Effective Product Owner of Dunelm Customer Care Technologies (Salesforce Service Cloud & other contact centre solutions).
• Collaborate and partner with internal stakeholders, lead design sessions with business SME's and other technical team members.
• Displays ownership of all aspects of the Salesforce Service Cloud implementation, including configuration, custom code, system integrations, 3rd party applications (including contact centre technologies) and AppExchange products.
• Drive best practice design into each aspect of the solution delivery. Provides advisory and apply industry leading practices around key Care processes.
  
  A proven track record of Salesforce experience - Certified Administrator
• Deep understanding of Salesforce Service Cloud and how business processes and user experience can be improved using Salesforce Lightning platform.
• Experience with Omni-Channel, Einstein Bots, Einstein for Service is desired.
• A certified Service Cloud Consultant is desired.
  
  Home. There's no place like it. And there's no feeling like helping people create the joy of feeling truly at home. At Dunelm, that's what we do. We're the UK's number one choice for homewares because we make home life lovelier for our customers. And the caring and supportive culture we've created makes this a place you'll feel right at home too.
We are the UK's Number One homewares retailer offering over 70,000 products building a consumer-focused total retail business that delights customers through our multichannel operation. We are ambitious in our plans to drive further expansion of the business to more customers, shopping more frequently, with more choice, enhanced digital and physical services, and new capabilities to innovate and operate at pace in a fast-changing landscape. In developing the business for the long-term benefit of our customers, we are investing in our supply chain, stores and technology to improve the customer proposition as we move forward., Customer Care at Dunelm is on a journey to transform the way that we think about putting the customer first, driving value and impact through best practices and processes to help accelerate our delivery of the company mission and purpose. You will be joining a talented team of Colleagues who are all striving to improve both the Customer Care and broader Dunelm Customer Experience. We have an exciting road ahead of us, so we need amazing people to help us get there.

The following behaviours are some examples of how these values materialise for the Technical Product Owner - Salesforce Service Cloud at Dunelm:
• Presenting reliable information, building credibility and meeting everyone's needs.
• Developing the depth and breadth of your knowledge internally and externally, including awareness of what our competitors are doing.
• Being prepared to fail fast and learn from successes and mistakes.
• Sharing your professional knowledge with others
• Taking a customer-led approach to your work, anticipating and prioritising customer wants and needs.
• Evaluating implications, risks and benefits of decisions.
• Embracing challenges, getting to root causes and delivering sustainable solutions.
• Being bold and confident to provide constructive challenge.