Our client is a global fintech reimagining how customers connect with their products and services - and we're hiring a senior Product Manager to own it.
You'll own every channel a customer uses to reach their bank — self-service, chat, WhatsApp, email, voice/IVR — and the intelligence layer that makes each one smarter over time.
We're looking for someone who knows that platform knowledge isn't product strategy. You've wrestled with a conversational flow, know when self-service needs a graceful hand-off to a human, and care about the difference between an interaction that just closes and one that leaves a customer feeling genuinely looked after.
What you'll own
- The Group Service Interactions strategy and backlog across multiple markets — balancing digital-first ambition with real customer adoption curves
- Self-service and AI-assisted journeys across in-app, chat, WhatsApp, email and voice — growing resolution before an agent is ever involved
- The roadmap, sprint ceremonies and release readiness alongside engineering, BA and design
- Product OKRs that matter: CSAT, NPS, digital adoption, self-service resolution and cost to serve
- A seat as trusted advisor to CS operations leadership — shaping operating models, routing and workflows, not just shipping features
What you bring
- 5+ years in product management, with 3+ building best in class products/solutions/innovations in service interactions, customer service domains.
- Delivery across at least two of: voice/IVR, chat/WhatsApp, email management, self-service
- Hands-on with AI-first conversation platforms and CCaaS (e.g. Genesys Cloud CX, AWS Connect)
- Fluency in contact centre metrics — CSAT, CES, first contact resolution, cost to serve — enough to credibly challenge ops leadership
- A track record of leading through influence in complex, multi-market environments
Nice to have: CRM/case management exposure (Pega, ServiceNow), WhatsApp Business API, VOC/conversation intelligence, multi-country product delivery.
