Squad Product Owner - CCT

About the role

- Act as a key member of the leadership team within a dynamic business and technology transformation environment, where Generative AI and other emerging technologies play a pivotal role in driving innovation and change - Represent the voice of the customer - in a contact centre context - and business within the squad. - Remove daily blockers, resolving impediments, and managing any cross-squad dependencies to drive increased velocity and customer centric outcomes for the product. - Drive delivery of customer and business value through prioritised backlog items. - Align squad outcomes with strategic objectives of the Contact Centre Domain. - The Product Owner obsesses about the customer priorities and continuous improvement opportunities of a product. - They are well versed in agile ways of working, product centricity and customer obsession. - They represent the voice of the customer for the squad - working with key squad roles such as the Product Designer, Engineering Manager and other required capabilities to guide the prioritisation of work that aligns to customer needs & business objectives. - Product Owners, together with Engineering Managers who lead software development execution, are responsible for the delivery customer outcomes within the squad. They are also responsible for engaging and managing required stakeholders on behalf of the squad. MAIN RESPONSIBILITIES - Customer obsession: Represent the voice of the customer, spending time listening to and responding to customer feedback within a product - Squad backlog: Prioritise epics, ensuring the product can deliver Domain customer value on time, and maintain a safe and reliable product for customers - Ensure alignment between squad outputs and domain strategy. - Collaborate with other POs and Domain Leads to manage interdependencies. - Manage dependencies and impediments: Ask for help early, work collaboratively with peer Product Owners, enabling partners and key stakeholders to proactively identify and remove dependencies and road blocks - Communication and engagement with stakeholders, protecting the squad to focus on their workload, support their wellbeing and avoid context switching and "break-ins" - Demonstrate consistent benefits management and iterative value alignment through outcomes for customers and positive impact to the business - Manage product risk through: early detection of product and disclosure flaws, monitoring products with metrics that demonstrate consumer outcomes (including GRACE events and Customer Complaints), and meeting the requirements of the Product@NAB framework - Plan and apply change readiness and customer and colleague adoption within product and across the value chain - Identify and deliver agreed customer productivity benefits to demonstrate the value of investment - Challenge the status quo to radically simplify process and policies, including minimal build that is channel agnostic, to maintain and easily change a product YOUR SKILLS & EXPERIENCE - 4-6 years of experience mobilising and supporting medium, cross functional and self-managing teams to accomplish outcomes - An in-depth understanding of contact centre technology from either a business or technology perspective - Preference for experience with Gen AI or Agentic experiences - Strong customer empathy and ability to use customer feedback to guide Product roadmap decisions - Extensive experience working with agile ways or working and familiarity with human centred design techniques - Ability to create and convey a vision to key stakeholders and teams, developing it into a shaped backlog of key features, user stories and goals in line with Domain cadence - Comfortable playing a leadership role, including leading workshops through the discovery, development and operational usage stages of development - Ability to innovate, adapt and grasp new skills and content - Proven analytical skills and evidence-based decision making - Project delivery and knowledge of the software development cycle - Experience in Contact Centre environments (Business or Tech) - Experience in future technologies including Customer Service, Agentic experiences and Gen AI - Stakeholder management, strategic thinking and problem solving - Experience in of enterprise-wide transformational programs of work - Strong stakeholder engagement and communication skills - Ability to translate business needs and customer experience principles into clear, actionable backlog items for the contact centre tech stack - Proficient in agile delivery frameworks and tools. - Strategic thinking with a customer-centric mindset. - Data-driven decision-making and prioritisation. - Test and learn mindset - Other capabilities: Human Centred Design & Breaking down work & prioritisation & Decision making THE BENEFITS AND PERKS We appreciate and reward our colleagues who do great work every day - from excelling for our customers, to taking