Product Owner (Senior Manager), Contact Centre Transformation – Business Banking
About the job
The Product Owner for Contact Centre Transformation in Business Banking is an exciting opportunity to redefine customer, banker, and agent experiences through innovative service design and AI-powered solutions. This role is crucial in shaping the future of intelligent servicing, impacting millions of small businesses as the team transitions to a modern, AI-enabled engagement ecosystem. Collaboration is key, as the team works closely with various stakeholders to create exceptional human and digital experiences that truly matter.
You'll be responsible for
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Driving the transformation backlog
Working with stakeholders, own and drive the Contact Centre Transformation backlog, priorities, and delivery outcomes aligned to Business Banking’s broader customer experience ambition.🔄
Supporting platform transition
Support the transition to a new platform, focusing on improving both customer and employee experiences and building exceptional human and digital journeys.✨
Shaping customer experiences
Shape differentiated customer, banker, and agent experiences leveraging AI-powered orchestration, intelligent routing, self-service, agent assist, and personalised servicing.Key criteria
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Contact centre platform knowledge
Experience with voice, routing, and telephony systems.View
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AI for customer experience
Proven understanding of AI orchestration and self-service solutions.View
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Agile delivery experience
Demonstrated experience in agile environments with cross-functional teams.View
