About the Role

Step into a strategic leadership role where your vision will directly shape the future of our enterprise contact centre platform. As a Product Owner within our Contact Transformation team (Customer Operations), you will be responsible for the strategic management, continuous development, and enterprise-wide enablement of our Amazon Connect platform, treating it as a critical enterprise asset. You will be the driving force behind our product roadmap, ensuring high availability and delivering scalable capabilities that empower our business units.

If you are a strategic thinker, thrive in a complex environment, and are passionate about driving both automated and human customer journeys while rigorously managing platform-related risks, this is the perfect opportunity to make your mark.

What You’ll Do

• Product Ownership & Strategy: Drive, develop, and execute the product roadmap catering to enterprise customer service needs. You will own sequencing, decide on trade-offs, and communicate prioritisation decisions to shape the target state for customer-facing teams.
• Platform & Risk Management: Rigorously own and manage platform-related risks, ensure high availability, and partner extensively with Risk, Compliance, and Cyber Security to ensure all AI, GenAI, and agentic solutions adhere strictly to data privacy regulations.
• Stakeholder Leadership & Influence: Develop and leverage strong relationships across Technology, Customer Enablement, Risk, and external vendors to effectively shape business decisions, build investment cases, and resolve delivery roadblocks.
• Demand & Investment Management: Contribute to the strategic planning process for the Customer Enablement division, translating strategic objectives into actionable plans and supporting demand shaping and prioritisation forums.
• Continuous Improvement & Innovation: Maintain an understanding of competitive positioning and collaborate with data, analytics, and design teams to continuously analyse customer interaction paths, drop-offs, and intent-mapping to optimise automated performance.

What You’ll Bring

• Extensive Experience: Minimum of 10 years’ commercial experience, including at least 10 years building contact centre capability within financial services (banking industry preferred). Experience in consulting is highly regarded.
• Technical Knowledge: Strong understanding of contact centre technologies (including AI, GenAI, and Agentic systems), enterprise IT architecture, and the associated risks and compliance requirements.
• Strategic & Agile Methodologies: Deep expertise in strategic planning, business design, design thinking, customer experience, and Agile delivery. Agile qualifications are highly desirable, alongside a Bachelor's degree in Commerce, Business, Accounting, or a related discipline.
• Exceptional Stakeholder Management: Demonstrated success in influencing senior stakeholders within a large, complex, and commercial environment, coupled with highly developed verbal and written communication skills.
• Transformational Leadership: An ability to establish an engaging transformational vision, bringing customer focus, subject matter expertise, and a collaborative mindset to the Contact Transformation team.