Product Owner, Senior Manager – Contact Centre Transformation, Business Banking

Role Overview

• Working with stakeholders, own and drive the Contact Centre Transformation backlog, priorities, and delivery outcomes aligned to Business Banking’s broader customer experience ambition.
• Support the transition to a new platform, with a focus on improving both customer and employee experiences and building exceptional human and digital journeys.
• Shape differentiated customer, banker, and agent experiences leveraging AI-powered orchestration, intelligent routing, self-service, agent assist, and personalised servicing.
• Work hands-on in an agile environment with engineers, architects, operations subject matter experts, risk, change, and vendor partners to design and deliver experiences.
• Drive end-to-end delivery across requirements, prioritisation, backlog management, release planning, deployment readiness, and operational sign-off.
• Manage dependencies across the platform, telephony, workforce management, reporting, AI-enabled capabilities, data, risk, operations, and the intelligence layer.
• Challenge vendor-led thinking and support a build-led mindset where owning strategic capability creates long-term value.
• Balance customer outcomes, employee experience, operational readiness, controls, and commercial outcomes in delivery decisions.
• Partner closely with frontline and operational teams to understand challenges and opportunities, improve adoption, build engagement, and strengthen servicing confidence.
• Drive continuous improvement, agile maturity, and delivery discipline within the squad.

Requirements

• Good practical knowledge of contact centre platforms including voice, routing, telephony, digital servicing, reporting, workforce management, quality, and operations.
• Strong understanding of AI for customer experience, including orchestration, self-service, agent assist, knowledge management, insights, and personalisation.
• Experience as a Product Owner or similar delivery leadership role within customer experience, contact centre, or servicing transformation programs.
• A future-focused perspective on how customer, banker, and agent experiences are evolving.
• Experience working closely with engineers and architects in agile delivery environments.
• The ability to influence across senior business stakeholders, technology teams, vendors, and operational partners.
• Strong communication, presentation, stakeholder management, and decision-making capabilities.

Benefits

• Flexible work arrangements