• 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 teams' understanding of proposed changed.

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

  • 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.