Product Owner

Product Owner (Digital Access & System Investigation)

About the Role

As a Product Owner, you will take the lead in a complex, organisation-wide assignment focused on resolving structural issues within digital access and key management. While individual systems may function correctly, failures occur across the chain—directly impacting the end-user experience.

This role goes beyond traditional backlog management. You will conduct a deep, end-to-end investigation of the full landscape, covering customer journeys, system integrations, and operational processes. You will uncover hidden dependencies, work with incomplete or missing documentation, and address issues that are often difficult to reproduce.

Acting as the central orchestrator, you will align business, operations, and technology teams, ensuring ownership is taken across domains. You will operate in a high-complexity environment undergoing active transformation, where multiple systems coexist and incident resolution is often reactive rather than structural.

This requires a hands-on, analytical, and assertive Product Owner who is comfortable navigating ambiguity, challenging stakeholders, and driving sustainable solutions.

About the Organization

You will join an organisation operating in a large-scale, service-oriented environment with multiple locations and a strong reliance on digital systems within the customer journey. Due to ongoing changes and system integrations, the organisation is currently in a complex transition phase.

Multiple platforms and technologies coexist, creating dependencies and operational challenges. The focus is on improving reliability, customer experience, and operational efficiency. The culture is pragmatic, direct, and focused on delivering tangible results in a fast-paced environment.

Deliverables

• Conduct a holistic analysis of the end-to-end customer journey and system landscape

• Identify root causes behind recurring and non-reproducible incidents

• Analyse integrations between systems (e.g. PMS, applications, digital access solutions)

• Structure and visualise architecture and dependencies, even when documentation is incomplete

• Break down silos and align technical and operational stakeholders

• Drive improvement initiatives without formal backlog ownership

• Coordinate implementation and validation of solutions within a live operational environment

• Reduce incident frequency and improve overall system stability

• Ensure proper documentation of findings, processes, and solutions

• Act as a central escalation point and enforce ownership across teams

Requirements

• Proven experience as a Product Owner, Product Manager, or similar role in complex IT environments

• Strong experience with system integrations (software and hardware is a strong plus)

• Having worked in the leisure or hospitality sector is a must

• Excellent analytical skills with the ability to structure complex problem spaces

• Experience with incident analysis and root cause investigation in live environments

• Comfortable working with incomplete information and high levels of ambiguity

• Strong stakeholder management skills, with the ability to challenge and align teams

• Experience in transformation or migration contexts (e.g. system consolidation, mergers)

• Hands-on mentality with a strong sense of ownership and accountability

• Experience working across both development and operations (run & change environments)

• Technically savvy, with understanding of APIs, data flows, and system interactions

• Affinity with customer-facing digital products and user journey optimisation