Tech Product Owner Customer Engagement

To be trusted partner of the Customer business area owning the design delivery and operation of the Customer Engagement Products which includes initiatives and evolutions of Omnichannel Call Center servicing B2B and B2C Claims besides supporting the development and maintenance of the existing solutions besides new developments and enhancements.

Customer Engagement is composed in three main agile product tribes: Contact Center Tools B2C & B2B Omnichannel (chatbot / voicebot) and Claims forms. All of them are full stack teams with front and back developers analyst / squad PO QA SM Tech Lead and Solution Architect.

• As the lead of the Customer Engagement products serve as the customer proxy responsible for working with Product Management and other stakeholdersincluding others out of Customer Engagement business (Call Center Omnichannel Claims) such as CRM Ancillaries Digital and any others within Iberia organization business and technology.
• Keep strong relationship with the rest of Tech POs in Customer and all Customer & Commercial Business to be fully in line with their backlogs and find synergies in both together as a whole.
• Responsible for defining Initiatives / Epics / Stories and prioritizing the Product Backlog to streamline the of program priorities while maintaining the conceptual and technical integrity of the features or components for the team(s).
• Master the products in scope being able to identify and measure the primary and secondary metrics (KPIs) and product value with its OKRs so the communication between business and the product team is built on metrics besides the day to day decisionmaking and prioritization
• Play a significant role in maximizing the value produced by the product Customer Engagement teams ensuring user stories meet the users needs and comply with the Definition of Ready and Definition of Done.
• In Customer Engagement the Product Owner Lead shall have a good understanding of Salesforce Reservation and DCS travel systems and within Omnichannel also skills and experience on conversational & linguist experience products (IA and other tooling). In particular it is desirable to have expertise to be the Tech Product Owner in omnichannel:
• • Deep knowledge on technologies of Natural Language Processing (NLU) and generative language as GPT family.
  • Being familiarized with platforms and tooling used for training evualuation and NLU/GPT deployment models
  • Experience in virtual assistants integration through different communication channels as web chatbots mobile applications voice assistants (Alexa Google Assistant) and messaging platforms (whatsapp facebook messenger apple business messenger)
  • Tech knowledge in the design and development of APIs to integrate back and frontend services
• Act as a key role/agent in digital and Tech transformation initiatives across the Group and in the Operating Company in full alignment with Software Engineering and Enterprise Architecture with their guidelines and inner source model.

Accountabilities

Working in partnership with IAG Tech and the business to:

• Build a strong and trustworthy relationship with Customer Engagement business and other Customer & Commercial Tech and Business stakeholders
• Define product tech features roadmap based on business priorities prioritize and sequence product features coordinating Merchandising releases deciding on timing and content
• Manage product financials ensuring value is delivered to business at the appropriate cost in alignment with agile program planning and iterations. Both internal and external cost management within the Merchandising program scope.
• Track value delivered to business and end customers through a proper set of KPIs that measure relevancy (e.g. Revenues) usage (e.g. transaction volumes) performance (e.g. SLAs) quality (e.g. defects) and delivery (e.g. velocity)
• Prepare for Program Increment (PI) or Townhall planning events update the teams backlog and contribute to the program vision roadmap and content presentations
• Support program backlog refinement and prepare for Program Increment (PI) or Townhall planning and play a significant role in the planning event itself.
• Support story definition providing the clarifications necessary to assist Customer Engagement agile tech teams with their story estimates and sequencing.
• Determine their team Program Increment objectives together with the entire Agile team(s).
• Build edit and maintain the team backlog with input from System Architect/Engineering and other stakeholders.
• Delivery and maintenance of the Customer Engagement products within a DevSecOps model and mindset being responsible for the delivery and support of new and existing products with quality speed to market.
• Being able to measure and report based on KPIs and OKRs with Business Product and Tech end2end scope and DevSecOps mindset.
• Prioritize and reprioritize the backlog items based on user value time and other team dependencies determined in the PI planning event and refined during the PI.
• Communicate story detail and priorities and ensures the team aligns and agrees on a final iteration plan.
• Collaborate with Customer Engagement business owners and all areas involved in the B2B B2C Claims and Omnichannels end 2 end proceeses as Ancillaries Payment Digital Loyalty CRM Cybersecurity and other Customer & Commercial agile tech teams to detail stories with acceptance criteria and examples in the form of acceptance tests (BehaviourDriven Development (BDD)
• Validate that the story meets acceptance criteria ensuring that it complies with its Definition of Ready (DoR) and Definition of Done (DoD).
• Understand the scope of upcoming enabler work and collaborate with Solution Architects/Engineering to assist with decisionmaking and sequencing.
• Participate in team demos and retrospectives with Customer Engagement teams and any other stakeholders including the Iteration Retrospectives with the aim of improving Agile Release Trains (ARTs) processes and working practices.
• Coordinate dependencies with other Product Owners and Scum Masters.
• Work across teams to define and implement improvement stories that will increase the velocity and quality of the program.
• Attend the relevant Product Management events for planning and Program Backlog/Vision refinement.
• Lead the technical enablers prioritization in coordination with the Technical Leaders and Software Engineering in order to ensure the DevSecOps model for Customer Engagement products works fluently and evolves in alignment with the standard & patterns
• Ensure the deployment communication and information across the key DevSecOps and IAG Tech stakeholders for Customer Engagement products in CI/CD model.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings workshops and other related activities

Key Relationships/Interfaces

External:

• Thirdparty strategic partners & key solution suppliers

Internal:

• IAG Tech extended leadership team
• Senior managers/customers from across the Group and relevant business areas
• IAG Tech colleagues: Product Owners Solution Architect Product Support PO Portfolios.

Qualifications :

Qualifications

• Educated to degree level or equivalent experience

Desired qualification

• Strong understanding of technology product delivery standards frameworks product mindset and agile methodologies
• Salesforce service experience
• Omnichannel experience on virtual assistants integration NLU/GPT
• SAFe and Agile product management
• AWS certifications and overall knowledge for a product owner

Skills

• Strong leadership with a proven ability of influencing and persuading internally and externally
• Strong communications skills and transparency to the direct report colleagues team and any stakeholders.
• Effective senior stakeholder management balancing and finding compromises between opposing views and opinions
• Focused on delivering great services that meet business expectations on quality cost and performance
• Focused on delivery with an agile mindset customer centric and product mindset.
• Business outcome and value driven
• Problem solving & and understanding of the broader business context (business acumen)
• Systematic and rigorous planning of work and priorities
• Flexibility in a rapidly changing and developing environment with the ability to work under pressure
• Fluent English & Spanish

Experience

• 5 years of proven experience in similar positions in the travel industry in international companies and 7 years experience working in technologies based on Salesforce service and omnichannel products for Call Center needs
• Desirable knowledge of CRM Salesforce products
• Proven IT leadership gained in a complex global organization with extensive experience delivering significant business outcomes and values through the creation and leadership of agile product teams
• Business partnering working as a valued partner with senior stakeholders and strategic third parties across a diverse operation
• Experience working with agile methodologies especially with Scrum & Kanban and desirable knowledge in SAFe frameworks from the product perspective (SAFE v5 certified desirable not essential).
• Experience of operating across multiple countries and cultures is desirable but not essential

Remote Work :

No

Employment Type :

Fulltime