Job Description

Hybrid requirements: This role has flexible working patterns.
Are you passionate about AI and embracing change across the business?
We are seeking an experienced and dynamic individual to join our Customer Operations team as a Chatbot Platform Product Owner. This role involves overall capability definition and roadmap ownership for our global chatbot platform within Customer Operations. The successful candidate will play a pivotal role in driving the evolution of our chatbot capabilities and ensuring seamless integration into our technology stack.
What's in it for you?
This role will be hugely influential in the business having the opportunity to make a major impact on the tools we use to ensure our customer promises are upheld and too deliver an exceptional customer experience.
Key Responsibilities
Summary of your day to day?
Prioritise backlog of feature enhancements for current chatbot (new platform features and transactional in-product capabilities)
Work with development team to ensure features are delivered as expected, with high quality and in line with prioritised backlog
Define and drive towards advanced capabilities delivered via next gen platform
Work with chosen technology vendors, to identify and add new capabilities into product roadmap, with future-looking perspective on long-term needs
Ensure integration of chatbot into C-OPs GMO tech stack and Sage products to drive resolution and seamless handover
Develop Bot personas (task bot, knowledge bot) and identify common components to complete customer tasks (e.g. authentication, search/NLU)
Support regional content owners and bot authors to write high performing automated journeys (high containment, low effort, high TNPS)
Work with NLU owner to optimise capability, and future integration with LLMs
Skills, know-how and experience:
Previous experience with product ownership
Experience with webchat, chatbots, conversational design, or conversational AI would be desirable
Experience interfacing with software development teams and/or external vendors to deliver business requirements
Previous experience with long term technology capability roll-out
Previous experience in operational customer service environment
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