Senior Product Manager - Conversational AI

About the Role:

Hiring a passionate Product Manager to lead the evolution of our Conversational AI and Chatbot ecosystem across Mobile App, Web, WhatsApp and future digital servicing channels.

The role extends beyond chatbot management and focuses on identifying customer pain points, designing frictionless service journeys, reducing customer effort, and delivering impactful customer outcomes through automation, AI and product innovation in collaboration with CX, Operations, Technology, Contact Center and Business teams.

Key Responsibilities:

Customer Insight & Problem Discovery:

- Understand customer pain points through analysis of customer contacts, support tickets, complaints, chatbot interactions, VOC feedback, NPS responses, customer interviews and business stakeholder inputs.

- Identify key drivers of customer interactions and opportunities for automation.

- Conduct root cause analysis to uncover journey gaps and servicing inefficiencies.

- Develop a deep understanding of customer behaviors, needs and expectations across trading and investment journeys.

- Translate customer problems into scalable product and servicing solutions.

Customer Journey Design & Optimization:

- Design and optimize end-to-end customer journeys across servicing, onboarding, trading support, funds, portfolio management and account maintenance.

Chatbot & Conversational AI Product Management:

- Own the chatbot roadmap and product strategy.

- Define and prioritize enhancements based on customer needs, business goals and operational impact.

- Build AI-led servicing use cases leveraging Conversational AI, GenAI and workflow automation.

Contact Center & Agent Productivity Solutions:

- Partner closely with Contact Center and Operations teams to improve customer issue resolution.

Product Delivery & Execution:

- Translate business requirements into detailed product requirements, user stories and acceptance criteria.

Analytics & Performance Management:

- Define and monitor key performance metrics across chatbot and servicing journeys.

- Analyze customer, operational and digital engagement data to identify improvement opportunities.

Desired Qualifications:

- Bachelor's degree in Engineering, Business, Technology or related field.

- MBA preferred with 4-7 years of experience in Product Management, Customer Experience or Digital Servicing.

- Experience working with customer journeys, chatbot platforms, service processes or customer support technologies.