Senior AI Product Owner – VP

About the role

At Barclays, our vision is to redefine the future of banking and deliver innovative solutions. As a Senior AI Product Owner – VP, you will drive the launch and evolution of the Contact Center servicing experience, enhancing the tools for our agents to create seamless, personalized servicing experiences for our customers. This role is central to Barclays’ ambition to modernize and simplify our contact center tools.

Responsibilities

• Drive the launch and evolution of the Contact Center servicing experience, directly impacting our ability to deliver cutting-edge tools to our agents.
• Shape the future of agent and customer experiences, leveraging automation, AI, and out-of-the-box capabilities from our strategic toolsets.
• Ensure the product and its features are aligned with broader objectives, driving value and contributing to the organization's overall strategy.
• Utilise market research, analysis of customer feedback, and monitoring of industry trends to identify new products, features, or enhancements.
• Communicate the product vision and goals to the delivery teams, ensuring they understand, align, and are inspired to deliver the business value and purpose of each feature or user story.
• Create and refine user stories with detailed acceptance criteria, refining them as needed to ensure the development team has all the necessary information to implement features successfully.
• Participate in key Agile events such as sprint planning, daily stand-ups, sprint reviews, and retrospectives to keep the team aligned and focused on delivering the product backlog.
• Manage and maintain the product backlog, ensuring the highest value features are delivered first, based on business needs, customer requirements, and organizational impacts.
• Act as the voice of the customer, continuously gathering feedback from customers and end-users to understand their pain points and ensure the product meets their needs and improves their overall experience.
• Define and manage acceptance criteria to review and accept or reject work completed by the development team during sprints, ensuring that all delivered features meet the agreed-upon acceptance criteria and deliver business value.
• Collaborate with stakeholders (e.g., customers, business leaders, and marketing teams) to gather requirements, define product goals, and ensure that the product vision aligns with business objectives.
• Monitor product performance and iterate based on KPIs and customer feedback, adjusting the product backlog and roadmap to improve functionality and meet evolving customer needs.
• Manage ongoing readiness and 'run' activities of live products, including monitoring, governance, and approvals.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.

Requirements

• Familiarity with deploying AI, LLMs, and Agentic Agents (Agentic VP)
• Fluency in AI/ML stack, scaling, and guardrails
• Experience as a Product Owner prioritizing the backlog, drafting user stories, planning, leading, organizing, controlling, and motivating scrum teams
• Customer-centric mindset, familiar with journey mapping, identifying pain-points, channel experience, and personalization strategies
• Experience representing senior level stakeholders and managing development teams through complex and long-term changes
• Experience building and iterating on product roadmaps and building business cases to inform decisions and optimize product performance

Qualifications

• Experience operating in a contact center setting or a credit card setting
• Experience with one or more of the following technologies or channels: Web, Apps, Salesforce, Pega, AWS Connect, Chat, IVR
• An outcome-based mindset that is defining OKRs, KPIs for customer success metrics
• Continuous feedback from customers and end-users to understand their pain points and ensure the product meets their needs and improves their overall experience

Skills

• Experience operating in a contact center setting or a credit card setting
• Experience with one or more of the following technologies or channels: Web, Apps, Salesforce, Pega, AWS Connect, Chat, IVR
• An outcome-based mindset that is defining OKRs, KPIs for customer success metrics
• Continuous feedback from customers and end-users to understand their pain points and ensure the product meets their needs and improves their overall experience

Benefits

Barclays offers a suite of competitive and generous employee benefits, including medical, dental, and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances. This position is eligible for an incentive award.

Pay

Minimum Salary: $155,000
Maximum Salary: $200,000

Schedule

The role is located in our Whippany, NJ office.

Company

Barclays is a global financial services company that aims to redefine the future of banking and help craft innovative solutions. Our mission is to empower people and businesses through financial innovation. We strive to be inclusive, diverse, and respect everyone's unique perspectives and backgrounds. We are committed to fostering a culture where everyone can reach their full potential and have a positive impact on the world.