Digital Product Owner

As Product Owner for My Account and Loyalty across diy.com and TradePoint, I lead the development and continuous improvement of key customer engagement journeys that support long-term retention, repeat purchase and customer value.

I am currently delivering a new loyalty scheme for B&Q and TradePoint, integrating new technologies and working closely with CRM, Loyalty, App, Back-End, Customer Domain, Group and wider digital teams. The programme is focused on creating a more joined-up, customer-led loyalty experience that supports engagement across digital channels, app journeys, account functionality and customer communications.

Working closely with the Loyalty, App, Customer and Group product teams, I help shape the product vision for My Account and Loyalty, ensuring the roadmap aligns with customer needs, business priorities and the wider digital strategy. My role sits at the intersection of customer experience, commercial growth and technology delivery, with a strong focus on creating connected experiences that make it easier for customers to manage their account, engage with loyalty benefits and build an ongoing relationship with B&Q and TradePoint.

I am responsible for defining new demand, shaping opportunities into clear product outcomes, managing and prioritising the backlog, and working with cross-functional teams to deliver improvements through agile development. This includes translating customer research, stakeholder requirements and business objectives into clear product priorities, user stories and delivery plans.

A key part of my role is driving performance and continuous improvement. I use data, customer insight, experimentation, stakeholder feedback and performance measures to identify opportunities, improve journeys and support better decision-making. I work collaboratively with stakeholders across digital, customer, loyalty, CRM, app, back-end technology, customer domain and group teams to align priorities, manage dependencies and ensure product changes support both customer and business goals.

My role also involves supporting a strong agile development culture by encouraging collaboration, clarity, regular feedback and continuous learning across the teams I work with. I am particularly focused on developing my Product Manager capability by taking a broader view of product direction, customer engagement, commercial value, technical integration and long-term product growth.