Product Owner (PO) in this role will be shaping and driving the backlog to drive transformation for human assisted channel journeys. The backlog can cover product suite and tools that Contact Centre agents use on a daily basis and/or self-service journeys (via chat/voice bots) for our banking clients to resolve their queries.
Experience in building AI/GenAI enabled client journeys in an enterprise context will be highly valued, but is not a compulsory pre-requisite for this role. Knowledge and familiarity with the latest trends in the AI/Gen AI space will be a key requirement for this role.
The Product Owner (PO) is a sole person (not a committee), who is responsible for owning the end-to-end customer journeys and product vision & lifecycle. They have a delegated authority and empowerment to prioritize the product backlog to maximize the value of our products or services for both our customers and our business. Their core ethos is to make informed decisions to ensure each investment decision results in the maximum outcome (as measured by OKRs) balancing both short-medium- and long-term horizons.
Responsibilities*
Collaborate with stakeholders to define and maintain a clear product vision and roadmap that aligns with the Hive’s and Bank’s objectives.
Own and prioritize the squad’s backlog, ensuring user stories are well-defined, refined and aligned to product roadmap, achieving Hive/Domain’s strategic outcome and scorecard priorities
Align business stakeholders and technology partners to ensure a clear common objective.
Ensure both Hive and Squad understand the why, the purpose and the mission.
Lead the squad to deliver relevant and impactful features balancing quality and speed.
Be an active participant in Agile ceremonies and foster a culture of continuous improvement together.
Own the overall product quality and outcomes by adoption key agile processes (e.g. DOR & DOD)
Have awareness and understanding of the regulatory framework in which the Group operates, and the regulatory requirements and expectations relevant to the role.
Proactively and courageously identify, analyse, and steer solutions on organizational impediments and constraints to productivity, quality, early risk mitigation, and continuous delivery of value.
Display exemplary conduct and live by the Group’s Values and Code of Conduct.
May act as a Chapter Lead, spearheading initiatives to elevate the skills and impact of Product Owner throughout the Hive
Qualifications*
Training, licenses, memberships and certifications
Requirements & Skills
Experience in global diverse organisation in building overall capability and technical expertise for 8+ years
Leads min of 1-2 initiatives for the Hive
Have a good understanding of AI enabled client journeys and/or user journeys for contact centre agents
Experience in industry bench marking for technical skills
Experience in identifying skill gaps and mitigate risks to deliverables
Bachelor's degree in Business, Finance or a related field (or equivalent experience)
Previous experience as a Product Owner or similar role in banking product delivery using agile framework
Customer-centric mindset with a passing for delivery high-quality products that meet or exceed customer expectations and drive business value
Strong understanding of Agile principles and methodologies, including Scrum, Kanban, or Lean, and experience working in agile development teams
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams, stakeholders, and customers
Analytical mindset with the ability to prioritise competing demands, make data-driven decisions, and adapt to changing requirements and priorities
Leadership qualities with the ability to influence and motivate team members, foster a culture of innovation and collaboration, and drive results in a fast-paced environment
Knowledge of product management tools and techniques, such as user story mapping, personas, MVP, and other product roadmap development
Familiarity with SDLC processes and methodologies is a plus
Strong problem-solving skills and a proactive approach to addressing challenges and overcoming obstacles in product development and delivery
Relevant certifications to demonstrate expertise and commitment to the field e.g., PSPO I, PSPO II, CSPO