• Bournemouth
Vitality is an award winning, dynamic and vibrant financial services provider, with a ground-breaking vision for the future, where individuals are enabled to succeed and are rewarded and recognised for their contribution to our business.

Our CORE PURPOSE is to make people healthier and to enhance and protect their lives. From people to products and processes, we aspire to deliver on our purpose in everything we do.

Our VISION is to be the BEST health insurer in the UK

We are looking for talented individuals who are committed to living our values and delivering an award winning service to our customers.

Overall Job Purpose

The Customer Relationship (CRM) Product Manager for Vitality Health is accountable for the business ownership of the CRM platform, ensuring the business makes the best use of the platform, as well as engaging with the incumbent CRM platform ( and implementation and support partners. Accountable for setting the 1-3 year product vision and strategy for the business, and developing the roadmap for achieving it. Responsible for defining high level features that are key to the Product’s success and to ensure they deliver the expected customer and business value.


Owns and manages the CRM product portfolio and strategy for Vitality customer engagement management – across Sales, Retention, Marketing and Service.
Responsible for the Business Case for the CRM, therefore working with all business areas to deliver on the Business Case.
Assumes day to day accountability for the CRM product portfolio in development and in backlog, managing priority and governance for Salesforce Service and Marketing Cloud.
Works closely with each business owner to capture and align priorities and ensure maximum use of the technology, while managing expectations and ensuring that the business case prevails.
Where necessary, working with the business owners and their supporting analysts to scope, plan and translate customer and business requirements into a development and delivery roadmap.
Using agile development principles, work collaboratively with the development partner and internal development teams to define MVP and priority features, sequenced and delivered in a way that will deliver optimal customer and business value.
Works with each business area on the ongoing principle to deliver the majority of functionality through configuration, thus avoiding the need for substantial development.
Works closely with the development managers to manage and prioritise the product backlog and work with the individual analysts in each business team to turn user stories into product features that deliver customer experiences.
Works collaboratively with other CRM Owners across the Vitality and Discovery Group as well as external experts to share best practice, collaborate and identify gaps and opportunities for the CRM.
Works closely with Architects and development teams to understand the technology enablers/constraints for the various technology and database dependencies on which the CRM relies.
Working with and agreeing with business owners on trade-offs and work around solutions where technology constraints exist.
Ensures clear and proactive communication around progress, priorities, feature developments and releases
Ensures communication of service value back to business and service owners.
Build funding model/business case for new product development requiring additional funding.

Skills Required

Essential experience:

Previous CRM technology experience. Prior experience working with the Salesforce platform. Preferably Salesforce Service Cloud.
Prior experience working on a CRM project as a Product Manager, Project Manager or Business Analyst
Track record of implementing significant change initiatives/projects/programmes.
Experience of successful product delivery in an Agile environment
Experience in creating product development strategies and effectively communicating recommendations to management
Experience of managing all aspects of product development throughout its lifecycle
A deep insight into technical and digital innovation

Desirable experience:

Certified Scrum Master / Business Analyst
Private Medical or Insurance experience
Previous evidence of multiple project ownership

Working for Vitality, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day.

Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.