Product Owner, CRM - Finnair Oyj - Remote - Global

Finnair is a diverse community of professionals who work ambitiously with a big heart and commitment. A strong safety culture is our priority and at the core of our everyday work, never taking it for granted. We are committed to doing our share in solving the climate challenge by determinedly following our science-based pathway to decarbonize our operations. We find meaning in our purpose: With our heart in Finland, we make every journey better, today and tomorrow. Our values – Always Safe, Customer at Heart and Stronger Together– guide us in everything we do. As part of the evolution of our Digital organisation, we are strengthening strategy implementation by clarifying structures and leadership to bring more focus, improve prioritisation, and support the business more closely. The new setup strengthens product management and software development practices and provides a clearer foundation for data‑ and AI‑driven development, while enabling clearer roles and new opportunities for professional growth. We are now looking for a PRODUCT OWNER, CRM to help us develop our Salesforce capabilities and create even better customer and employee experiences. Customer expectations are changing fast, and digital platforms play a key role in how we serve, support and engage with our customers. As Product Owner, CRM, you will help Finnair strengthen the foundations for efficient customer care, intelligent automation and seamless collaboration between business and technology teams. In this role, you will be at the heart of our digital development, working with Salesforce Service Cloud and Agentforce. You will translate business priorities into build-ready solutions, support delivery teams hands-on, and help ensure that our CRM platforms evolve in a consistent, reliable and future-ready way. In this role, you will: Translate business requirements into clear user stories, acceptance criteria and functional Salesforce solutions. Design and configure Salesforce capabilities across Service Cloud and Agentforce in line with agreed priorities and technical guardrails. Support backlog refinement, sprint planning, development, testing and release activities in close collaboration with digital, business and vendor teams. Lead and coordinate user acceptance testing with business stakeholders and help ensure readiness for successful go-lives. Maintain functional documentation, process descriptions, and decision logs, while supporting strong governance and scalable platform development. Act as a hands-on Salesforce expert and trusted partner for colleagues across digital teams, business stakeholders, Salesforce and implementation partners. Follow Salesforce trends, best practices and community insights to bring fresh thinking into Finnair’s CRM development.