Senior Platform Owner - Customer Engagement

Job description

Hours: 35 hours per week Closing Date: Sat, 19 Sept 2026 The Customer Engagement Platform (CEP) is one of Skipton’s most strategically important technology platforms. It underpins how colleagues understand member needs, deliver personalised support, manage cases and workflows, and automate processes across the Society. As our Senior Platform Owner , you will lead the evolution of the Dynamics 365 and Power Platform ecosystem , spanning CRM, marketing automation, case management, colleague engagement tools, workflow orchestration, and low ‑ code applications. This platform is a central enabler of Skipton’s purpose and transformation goals, powering journeys across Homes, Money and Membership by giving colleagues the insight, capabilities and automation they need to deliver brilliant service. You’ll build, operate and evolve a unified, scalable and resilient platform that allows us to better understand our members, respond quickly, and provide consistent, human ‑ centred experiences across every channel. CEP plays a foundational role in Skipton’s modern mutual vision , supporting intelligent customer service, omni ‑ channel engagement, operational efficiency, and insight ‑ led decision ‑ making. Your leadership will bring together Dynamics 365, Power Apps, Power Automate, CRM capabilities, workflow engines, colleague tooling and data intelligence to provide a powerful set of shared capabilities used across the Society. Through collaboration with Value Streams , Security, Data, and Experience teams, you'll define a platform strategy that enables faster change, increases automation, enhances colleague experience, and supports our mission to deliver happier member outcomes . Who Are We? Not just another building society. Not just another job. We’re the fourth largest building society in the UK , and proudly mutual, owned by our members, not shareholders. That means every decision we make is about doing the right thing for our customers and colleagues. Our people say Skipton is a great place to work, and now it’s officially recognised as the happiest place to live in Great Britain. Whatever your background or ambitions, we’ll help you grow, thrive, and shape a better future. Why This Role Matters The Customer Engagement Platform is the engine room of how Skipton understands, supports and communicates with its members. Powering Dynamics 365, Power Platform solutions, marketing automation, case management and workflow tooling, CEP is the central nervous system that ensures colleagues have the insight, context and capability to deliver human, meaningful interactions at scale. As Skipton continues to evolve into a modern mutual built on great digital experiences and smarter decision ‑ making, this platform is critical ; enabling colleagues to finish more journeys, reduce friction, and provide responsive support across Homes, Money and Membership. Your leadership will determine how quickly and safely CEP evolves, how effectively it integrates across our digital estate, and how well colleagues are empowered with the right tools, insights and automation. By embedding high ‑ performance engineering p ractices, platform ‑ first thinking and a member ‑ centred mindset, you’ll ensure CEP becomes a world ‑ class capability , accelerating operational efficiency, reducing manual effort, enabling seamless omni ‑ channel engagement and powering the personalised experiences our members expect. This is one of the most strategically impactful platforms in Skipton, and your influence will be felt across every channel, team and journey What’s In It For You Skipton is committed to flexibility, balance, and wellbeing. Alongside hybrid working and a newly refurbished, collaborative head office, you’ll enjoy: Annual discretionary bonus scheme 25 days annual leave + bank holidays, rising to 30 with service Holiday trading scheme Up to 10% employer pension contribution Colleague mortgage (conditions apply) Hybrid & electric car salary sacrifice scheme Private medical insurance 3 paid volunteering days per year Inclusive colleague networks (Carers, Pride Alliance, and more) Wellbeing benefits including cycle to work and discounted gym membership A strong commitment to training and development What You’ll Be Doing You’ll provide strategic, architectural , engineering and operational leadership across the entire Customer Engagement Platform , shaping a unified ecosystem of Dynamics 365 and Power Platform solutions. You will define and own the multi ‑ year platform vision , ensuring CEP evolves as a scalable, resilient and secure engineering foundation that supports Homes, Money and Membership journeys through rich insight, intelligent workflow and seamless colleague enablement. You’ll guide Value Stream owners and lead cross ‑ functional technology teams to deliver fast, safe, high ‑ quality change , championing automation ‑ first practices, observability, decoupling and evidence ‑ led improvement. You ’ ll have a track record of improving customer, services, change and team metrics, including DORA metrics , and bring that learning to CEP. You’ll ensure the platform is governed with clear contracts, versioned boundaries and consistent standards for performance, scalability, access management and compliance. Working closely with Security, Architecture, Data, Engineering, Operational Risk and Finance, you’ll steer technology adoption, oversee major licensing decisions, manage budgets, and ensure platform investments deliver measurable value. A critical part of your role is delivering colleague ‑ centric experiences : ensuring case management, CRM, workflow automation and engagement tools are intuitive, efficient and designed around real user needs. You’ll embed continuous improvement, incident management and root ‑ cause analysis to ensure CEP operates reliably and predictably. By collaborating across teams, you’ll help define how the Society leverages customer insights, data and automation to deliver journeys that feel more connected, more personal and more effective for both members and colleagues. What do we need from you? 1. Leadership in high ‑ performance delivery across CRM, workflow & automation A proven ability to deliver fast, safe, high ‑ quality change , reducing lead times, increasing deployment frequency, and maintaining low change ‑ failure rates through automation ‑ first, standards ‑ led and observability ‑ driven delivery practices. You know how to turn Dynamics and Power Platform ecosystems into high ‑ flow, low ‑ friction environments. You will have deep experience in modern engineering practice such as AI enabled software development, 2. A Working ‑ Backwards mindset, building the right colleague & member experiences You design from outcomes first , using insight, data and colleague feedback to ensure CEP builds the right capabilities, not just more features. You’re passionate about inventing on behalf of members and colleagues, creating CRM, workflow, case management and automation experiences that feel simpler, faster and more human. 3. Strategic ownership of enterprise CRM & Power Platform ecosystems You bring deep experience in end-to-end ownership of platforms like Dynamics 365, Power Apps, Power Automate, marketing automation, workflow orchestration and case management at scale. You can set multi ‑ year strategy, shape architecture, define standards, and operate a complex platform landscape with confidence. 4. Inspirational leadership & cross ‑ functional influence You will line manage engineering teams, partner with Architecture, Security, Data and Operations, and influence senior leaders across the Society. You communicate complexity clearly, create alignment effortlessly, and build strong relationships internally and externally. 5. A values ‑ led, data ‑ driven approach to platform excellence You role ‑ model Skipton’s values, Accountable, Curious, Collaborative, Brave, and use data, delivery signals and platform metrics to drive prioritisation and improvement. You make informed decisions on licensing, budgets, suppliers and risk, and you cultivate a culture where teams thrive and platform quality compounds over time. What You’ll Bring You’ll bring a powerful blend of strategic thinking, platform owner ship and engineering delivery excellence , with deep experience owning and operating enterprise CRM and automation platforms such as Dynamics 365 and Power Platform at scale. You combine architectural awareness and engineering excellence with the ability to translate business ambition into a coherent platform roadmap, ensuring CEP remains resilient, secure, scalable and easy for teams to build on. You’re an exceptional communicator who can simplify complexity, influence senior leaders and bring diverse teams together around a shared direction. You know how to build trust quickly, navigate technology, risk and business conversations with confidence, and champion high standards around security, access control, compliance and operational performance. You lead with empathy, clarity and curiosity , supporting stakeholders and managing engineers to grow, develop their craft and deliver high ‑ quality, high ‑ impact work. You are at your best in modern, agile, product ‑ led environments , comfortable making data ‑ driven decisions using delivery signals, platform metrics and customer insight. Whether managing suppliers, major licensing decisions or budget forecasting, you bring commercial awareness and evidence ‑ based judgement. Most importantly, you live Skipton’s behaviours and you’re energised by the challenge of building a platform that empowers colleagues and enriches the experience for every member we serve . Ready to Make an Impact? Join us and help build the next generation of digital solutions at Skipton, the happiest place to live in Great Britain. This is your chance to innovate, collaborate, and create technology that truly matters.