Principal Product Lead (CX)

About Autotrader You’ve probably heard of Autotrader, but do you know what we’re all about? We're the most trusted, most visited automotive marketplace in the UK. A heritage brand and a tech innovator. We bring together vehicle buyers and sellers to give them real choices. Cars may be what we're best known for but we’re also the place for pretty much everything else on wheels, from e-bikes to caravans. In the automotive world, change is a constant, that’s why we take our job of untangling the complex car-buying journey very seriously. At our core, we’re all about people. We go our own way while embracing diversity and celebrating our differences. We dedicate ourselves to the idea that we work better together. Autotrader is a beautiful, surprising and vibrant place to work. We might not be for everyone, but we could be perfect for you. About the Role The Principal Product Lead (CX) owns the strategy and delivery of Autotrader's customer experience tooling and internal product capability. Working across cross-functional teams, you will deliver quality interactions between consumers, customers, and colleagues through best-in-class technology, process design, and evidence-led product thinking. This role sits at the intersection of CX strategy, internal product development, and platform optimization , balancing off-the-shelf platform capability (such as CRM, ticketing, and contact centre) with bespoke internal product development where business needs are unique. Sitting within Product & Technology, you will work in close partnership with Sales, Operations, Finance, Marketing, and commercial teams. A strong awareness of overall business priorities and building trusted relationships with senior leaders is essential. What you’ll do CX Tooling Strategy & Platform Ownership Own the ongoing strategy and roadmap for Autotrader's CX tooling estate, including our off-the-shelf CRM, ticketing, messaging, and telephony platforms alongside supporting internal tools. Ensure platform