Customer Experience Innovation Leader
3 days ago
As a Senior Product Owner, you will be responsible for leading the development and optimisation of our enterprise Technology Contact Centre Solutions.
This role is ideal for someone passionate about delivering customer-centric experiences and driving innovation through AI and system integration.
Key Responsibilities and Requirements- Proven experience as a Product Owner or Product Manager in enterprise technology contact centre environments.
- Demonstrated success in delivering customer-centric solutions using platforms like Microsoft Dynamics 365 Customer Service, VoiceBot.
- Strong ability to translate user needs into intuitive, efficient, and scalable experiences.
- Experience conducting user research, usability testing, and working closely with platform owners to optimise agent and customer journeys.
- Solid understanding of AI-driven features in contact centres.
- Experience working with cross-functional teams to integrate CRM with enterprise systems.
- Deep knowledge of Agile methodologies and backlog management.
- Skilled in prioritising features based on business value, technical feasibility, and user impact.
- Ability to define and track KPIs related to contact centre performance, user satisfaction, and product adoption.
- Be part of a forward-thinking team that values innovation and customer satisfaction.
- Work on impactful projects that shape the future of customer service.
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