Product Manager | Service Interactions
Core
Design and manage AI-assisted digital servicing interactions and self-service journeys across multiple channels to improve customer experience and operational efficiency.
Role type
Senior Product Manager (Service Interactions & Contact Centre)
Builds
In-app self-service journeys, digital messaging channels (WhatsApp, chat), email management workflows, and IVR/call routing systems.
Domain
Fintech / Digital Banking / Customer Service Operations
Deliverable
product features
Required skills
Service interaction design, AI-first service platforms, contact centre operations, cross-functional leadership, multi-market product strategy, data-driven decision making
Preferred skills
Experience with conversational AI, semantic data analysis, operating model optimization
Technologies
Twilio, Genesys Cloud CX, AWS Connect, Google CCAI, LLM-based conversation platforms
Responsibilities
Craft customer self-service journeys across In-app and Kiosk Help Centre; Enable digital messaging across In-app chat and WhatsApp; Orchestrate inbound customer email management and auto-response frameworks; Optimise inbound and outbound call routing and IVR design; Own and prioritize the group's Service Interactions backlog across multiple markets; Lead sprint ceremonies with engineering and design teams; Serve as a Group Lead and Thought Leader for customer service operations leadership.
Seniority
Senior, hands-on IC with strategic group ownership
