Product Owner / Business Analyst (Product & Support)

Reports to: Chief Product Officer Works closely with: CTO, Development Team, Customer Support, Customers, The Product Owner / Business Analyst bridges the gap between customer needs, business requirements, and technical delivery.

The role combines structured product analysis with operational support oversight, ensuring customer issues, enhancement requests, and product development are aligned.

You will develop a strong understanding of the finance and ERP environment, working closely with customers and internal teams to identify pain points, translate them into clear product requirements, and ensure solutions are delivered effectively.

This role also supports the operational support function by helping analyse complex customer issues, identifying root causes, and feeding improvements into the product roadmap.

Key ResponsibilitiesProduct Analysis & Design

• Work with the CPO to understand business and user requirements and translate them into structured system specifications.

• Document process flows, system behaviour, data models, and integration points to support the development team's understanding of proposed changes.

• Produce clear, concise, and version-controlled documentation including:

• Functional specifications

• User stories and acceptance criteria

• Process flows and wireframes

• Identify dependencies, risks, and technical considerations early in the delivery process.

Customer Support & Product Insight

• Act as a second-line escalation point for complex customer queries that require product knowledge or investigation.
• Translate support trends into product improvements or enhancements.
• Ensure customer feedback and operational pain points are incorporated into the product backlog and prioritisation discussions.
• Help maintain strong product knowledge within the support function.

Collaboration & Delivery

• Liaise with developers to clarify requirements and support solution validation during development.
• Ensure enhancements are delivered in line with scope, schedule, and product intent.
• Provide structured feedback to the CPO and CTO on product performance, support trends, and delivery outcomes.
• Champion continuous improvement in documentation, support processes, and release practices.

Do you have experience in Software development?, * Proven experience in Business Analysis, Product Ownership, or Systems Analysis.

• Strong understanding of software development lifecycles (Agile/Kanban preferred).
• Experience translating business requirements into technical documentation.
• Strong analytical and problem-solving skills.
• Excellent communication skills with the ability to translate between business and technical audiences.
• Ability to analyse complex issues and identify root causes.
• Experience working with ERP, finance systems, or business software environments.

Key Attributes

• Curious and analytical mindset
• Customer-focused approach to problem solving
• Structured and detail-oriented
• Comfortable working across technical and business teams
• Ability to prioritise competing demands in a fast-moving environment, * You must be able to commute to Central London, Waterloo at least 3 times a week.

Job Types: Full-time, Permanent

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Company pension