Product Owner, CRM

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. 

From you, we wish: 

• + 3–5 years of experience with Salesforce, especially Service Cloud and Sales Cloud. 

• Strong functional consulting skills, including requirements analysis, process mapping, solution design and UAT. 

• Hands-on Salesforce configuration and administration capability. 

• Ability to turn complex business needs into practical, scalable and platform-compliant solutions. 

• Experience working in a complex multi-stakeholder environment with both business and technology teams. 

• Strong communication, documentation and collaboration skills. 

• Fluent written and spoken English. 

• Bachelor’s degree or equivalent relevant experience.

• Creative problem-solving skills and adaptability in a constantly evolving domain.

In addition, we appreciate:

•  Experience from the airline industry or other customer-intensive digital environment. 

• Salesforce Admin or Consultant certification.

• Experience with multi-org Salesforce environments.

• Exposure to Agentforce capabilities.

• Understanding of integrations and data flows.  

What you can expect from us:

You will join a meaningful digital transformation journey in an iconic airline brand, working with modern Salesforce capabilities and a broad network of committed experts. This is an opportunity to make a visible impact on how Finnair supports customers, empowers employees and builds reliable, customer-centric digital services for the future. 

Working at Finnair: 

We offer you an exciting opportunity to work in the fast-changing aviation and international travel industry in a culture that drives and enables professional development and continuous improvement. You will be supported by internally highly rated supervisory work with modern leadership practices that we constantly develop.  

We are happy to enable our employees to enrich their lives and fulfill their travel dreams by offering a wide leisure travel benefit. We also support the health and wellbeing of our employees through our own Sickness Fund insurance benefit, Epassi (sport, culture, wellbeing or commuting benefit), gyms around the Finnair campus and activities organized by our hobby clubs.   

Are you ready for the challenge and want to join our team? Submit your application with your CV, cover letter and salary expectation no later than Sunday, 2 August 2026.  

Please note that  the hiring process includes a pre-employment security clearance and a drug test. 

For more information, please contact Tea Zaerens (Applications Lead) by phone +358 50 494 3255 on Thursday, 2 July between 10am to 11am (GMT +03:00).  

Please note that we do not process applications submitted via email. 

Our people are key to our success and the foundation that makes Finnair unique. We are committed to creating a safe work environment where all our people can thrive and succeed. We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success.  According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.