• Own, manage and prioritise the backlog of AI expert agents and related customer journey capabilities.

• Define and sequence agent use cases across chat, voice,self-serviceand human-assisted servicing journeys.

• Translate customer, frontline and operational needs into clear epics, features, userstoriesand acceptance criteria.

• Work closely with engineers,architectsand data teams to shape scalable,secureand integrated solutions.

• Use customer insight, contact centre data, journeyanalyticsand operational feedback toidentifyopportunities for new or improved agents.

• Prioritise work based on customer value, operational impact, risk, technicalfeasibilityand business outcomes.

• Lead backlog refinement, sprint planning, release planning,showcasesand delivery trade-off decisions.

• Support the design, testing,deploymentand ongoing optimisation of AI agents in production.

• Work with frontline and contact centre teams to understand real servicing needs and improve adoption.

• Ensure delivered capabilities meet responsible AI, risk, compliance,securityand operational readiness expectations.

• Monitor performance of AI-enabled journeys and drive continuous improvement after launch.

Whatwe’relooking for

We are looking for someone with:

• Strong experience as a Product Owner, Product Manager or similar role in a technology delivery environment.

• Excellent agile delivery capability, including backlog management, prioritisation, refinement, sprintplanningand iterative delivery.

• Experience working closely with engineers,architectsand technical teams.

• Technical fluency, including comfort with APIs, integrations, data flows, system constraints, technicaldocumentationor configuration-based platforms.

• Familiarity with AI agents, conversational AI, automation, workflow tools, agent assist, knowledgemanagementor digital servicing.

• Strong customer journey and service design thinking.

• The ability to balance customer experience, frontline needs, operational readiness, risk,complianceand commercial outcomes.

• Strong stakeholder management and communication skills.

• Confidence making prioritisation decisions in complex environments.

Highly regarded experience

Experience in any of the following would be valuable:

• Contact centres, voice servicing, chat servicing, IVR, agentassistor frontline operations.

• Conversational AI, AI agents, virtualassistantsor intelligent automation.

• Customer journey orchestration or digital servicing transformation.

• Banking, financial services or regulated enterprise environments.

• DevSecOps, production support, releasegovernanceor operational readiness.

• Coding, scripting, low-code configuration, JSON, APIs, promptdesignor technical prototyping.

• Working with vendor platforms or enterprise AI/automation tools.

The kind of person who will succeed

You will succeed in this role if you are comfortable moving between customer problems, operationaldetailand technical delivery.

You are curious about how AI can improve real customer journeys, but you are also disciplined about delivery. You know how to manage a backlog, make trade-offs, challenge assumptions, clarify requirements and help a squad deliver valuable increments.

You can talk to senior stakeholders about outcomes, then work with engineers on implementation detail. You are comfortable asking technical questions, understandingconstraintsand shaping work so it can be delivered safely and effectively.

You bring strong agile habits, a practical mindset and a focus on measurable customer and business value.

Working with us

We support our people with flexibility to balance where work is done, with at least half your time each month connecting in the office.

If you are excited by the opportunity to shape AI-powered expert agents across chat,voiceand customer servicing journeys, we would like to hear from you.