Product Owner - Customer Experience
Product Owner - Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
Job Description
Our client is a wellestablished financial services company committed to building longterm wealth for their clients. They prioritize client interests and aim to build trust through excellent service with the Client Experience team playing a crucial role in shaping client interactions.
Responsibilities:
Understand and support the client experience strategy particularly the role of Genesys WDE.
Collaborate with client experience BAs and specialists to ensure solutions remain relevant.
Stay close to client servicing challenges and proactively seek solutions.
Drive and implement the business strategic roadmap of WDE and other solutions.
Map out future changes and enhancements to support the client experience strategy.
Articulate strategy to stakeholders and ensure buyin.
Collaborate with IT to ensure technical specifications align with the strategy and roadmap.
Prioritize issues and work with IT to ensure correct prioritization.
Engage stakeholders to obtain buyin and alignment for projects.
Plan prepare and deliver projects on time.
Report regularly on progress to stakeholders.
Communicate effectively to ensure maximum alignment.
Review project impact and manage necessary changes.
Manage risks associated with project delivery.
Establish processes for tracking and monitoring changes.
Ensure daytoday issue resolution is managed within SLA.
Monitor key metrics to ensure billing aligns with service delivery.
Coordinate communication with the CSC environment and other stakeholders.
Build and cultivate relationships across the business particularly with CSC core management and Retail IT.
Manage direct reports within CX Solutions ensuring business analysis requirements specifications issue diagnostics user acceptance testing and training are delivered effectively.
Manage the relationship with managed service providers to ensure a stable partnership.
Employment Type
Full-Time
