About the Role
In this role, you will take ownership of product roadmaps and backlogs, prioritizing features, enhancements, and defects based on customer value, business impact, effort, and dependencies. You will lead the development of Enterprise Portal journeys for business onboarding, account and service management, billing, payments, and support, partnering with the Enterprise Business to drive adoption and enhance self-service capabilities.
You will also manage Web journeys focused on discovery, lead capture, acquisition, and self-service, collaborating with Design, Content, Marketing, and Sales teams to improve usability, accessibility, and conversion rates. Additionally, you will oversee Chatbot conversational journeys, including intents, knowledge, and integration priorities, ensuring that answer quality, task completion, and resolution are optimized with effective escalation to Customer Care.
In this capacity, you will translate requirements into user stories and acceptance criteria, lead backlog refinement sessions with delivery teams, coordinate dependencies, oversee user acceptance testing, and verify business release readiness. You will leverage analytics and feedback to continuously improve outcomes and ensure compliance with accountable teams regarding service issues.
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Qualifications
- 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.
- Strong skills in customer research, analytics, and experimentation.
- Proven track record in stakeholder management, preferably in telecommunications or a service-led business.
