About this role
- Own product roadmaps and backlogs; prioritize features, enhancements and defects based on customer value, business impact, effort and dependencies.
- Lead Enterprise Portal journeys for business onboarding, account and service management, billing, payments and support, partnering with Enterprise Business to increase adoption and self-service.
- Own Web journeys for discovery, lead capture, acquisition and self-service; improve usability, accessibility and conversion with Design, Content, Marketing and Sales.
- Own Chatbot conversational journeys, intents, knowledge and integration priorities; improve answer quality, task completion and resolution, with effective escalation to Customer Care.
- Translate requirements into user stories and acceptance criteria; lead backlog refinement with delivery teams, coordinate dependencies, oversee user acceptance testing and approve business release readiness. Use analytics and feedback to improve outcomes; coordinate service issues and compliance with accountable teams.
- Bachelor’s degree in IT, Engineering, Business or a related discipline, or equivalent relevant professional experience.
- Must have experience in product ownership across enterprise portals, websites or conversational platforms.
- Expertise in Agile delivery, roadmap planning and backlog management.
- Experience in enterprise self-service, Web journeys and Chatbot integrations.
- Customer research, analytics and experimentation.
- Stakeholder management, preferably in telecommunications or a service-led business.