Product Manager | Service Interactions
Core
Design and manage intuitive self-service and AI-assisted digital servicing interactions across multiple channels to improve customer experience and operational efficiency.
Role type
Senior Product Manager (Service Interactions)
Builds
Customer self-service journeys, digital messaging channels, email management workflows, and contact centre routing/IVR systems.
Domain
Financial Services / Digital Banking / Customer Service Operations
Deliverable
product features
Required skills
Product ownership, service interaction design, AI platform evaluation, cross-functional leadership, stakeholder management, OKR tracking, data-driven decision making, operational strategy.
Preferred skills
Experience with conversational flow design, semantic data analysis, emerging technology sourcing.
Technologies
Twilio, Genesys Cloud CX, AWS Connect, In-app chat, WhatsApp, IVR, Contact Centre 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 route and IVR design; Own and prioritize the group's Service Interactions backlog; Lead sprint ceremonies; Define and iterate on the product roadmap; Track and report on product-level OKRs; Own the Group-level strategy for customer interactions; Provide observability tooling and data insights for operations managers.
Seniority
Senior, hands-on IC with strategic ownership
