Senior Product Associate (602) Machine Learning & Intelligence Operations

We are seeking a talented and highly motivated individual to join the Machine Learning & Intelligent Operations (MLIO) team as a Senior Product Associate. This role will spearhead transcription & conversational insights initiatives for the bank. The MLIO team is dedicated to developing innovative solutions using AI machine learning and a design-thinking approach to significantly enhance both customer and employee experiences.

As a Senior Product Associate within MLIO you will help drive the book of work for your product coordinate the execution of the product roadmap and embrace Agile methodology and best practices. You will interact with cross-functional teams comprising technologists data scientists researchers designers and analytics members to personalize the service experience for tens of millions of customers. This role is part of the Area Product Team that uses Channel Personalization focusing on the customer and employee experience. You will help facilitate the teams priorities to maximize the value of the product and the work of the modeling and development teams.

Job Responsibilities:

• Support the product strategy roadmap prioritization and backlog for machine learning application for Channel Personalization.

• Analyze contact volumes and customer journey/friction points across various channels to drive product feature prioritization.

• Coordinate activities of the agile product teams that include research design data scientists machine learning engineers and data analytics members.

• Manage existing product features and collaborate on the research definition and development of new features to advance the product roadmap and performance.

• Help to maximize product value delivered through backlog creation management and prioritization of epics and user stories.

• Partner with user research and business/operations teams to analyze and ideate customer experience behavior and improvement opportunities.

• Refine strategies and solutions to enhance self-service usage and reduce customer contact volume.

• Collaborate with Controls/Risk Audit Compliance Data & Model Governance and Technology to ensure readiness to deliver on the product roadmap.

Required Qualifications Capabilities and Skills:

• Experience in Technical Product Management ideally with AI/ML-related products.

• Familiarity with multi-disciplinary teams in a large matrixed organization and fast-paced agile development environment.

• Demonstrated ability to contribute to strategic decisions while vocally participating in team activities and adding value on execution activities.

• Technical acumen: ability to grasp and help manage complex relationships with internal technology partners.

• Ability to effectively leverage the power of analytics and customer insights for robust outputs.

• Strong communicator with the ability to fluidly interact with leaders stakeholders employees and third-party vendors.

• Preferred: Experience working in or with customer service operations.