Product Owner, Voice & Virtual

The PO is dedicated 100% to the Squad and prioritizes activities of the squad. They own and maintain the backlog and backlog priorities, ensuring the Squad knows what to work on, and when. Through their connection to the Customer, the PO is also the owner of User Stories and the custodian of 'requirements' and Acceptance Criteria to ensure Stories are completed as desired. The PO is a key, integrated and core member of the Squad, providing direction, setting priority, information and advice on requirements and being the voice of the Customer etc. Characteristics of a good PO Behaviours Has understanding and insight of business strategy and customer experience. Has a clear vision of the product and what should be produced to achieve business success Is empowered to make product decisions that will add the most value/ROI Embedded as a Squad member (co-located where possible in the current climate) Skills Has good understanding of user experience best practices Able to get input from stakeholders like customers, end-users, team, managers, etc. Able to articulate requirements and decisions to help build a better product Strives to maintain a holistic view of product and ensure that the end-to-end experience is strong Able to align teams on product vision and release goals Effectively works with the team and stakeholders in a collaborative relationship Key Responsibilities Strategy Improve customer experience in critical customer journeys for differentiated client experience. Drive Digital First Contact strategy to achieve channel defection. Execute digital sales and marketing channels capabilities enhancement, as aligned with segments and markets priorities Achieve technology convergence amongst markets, segments and propositions, to ensure long-term scalability and efficiency of operating platforms Business Develop and own the vision of the squad and holds accountability for delivery on OKRs. Define product requirements and make sure they are fulfilling the business financial objective and strategy roadmap, and uplifting customer experience. Processes Responsible to the Voice and Virtual process to ensure the operation efficiency, compliance requirement and customer experience are fulfilled People & Talent Provide input into squad member evaluation and performance review Work with Hive Lead to allocate resource within squad base on backlog Lead team through to the process of clarifying requirement and delivery expectations with stakeholders Risk Management Work closely with the Hive Lead and Technology Lead to manage and monitor Obsolescence, ICS and Technology risks Governance Provides input and support to country business to comply the process and solution to regulator requirement and the governance policy.

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