Product Owner- Assisted Channels

Job Description

The Product Owner, Assisted and Agentic Channels, is responsible for the development, delivery and management of staff-facing and Agentic channels within Mashreq RBG, including Mashreq FaceApp for call centers and RMs, and Chatbot.

The objective of this role is to drive a transformation in service quality, scalability, and efficiency, via Assisted and Agentic Channels, whilst ensuring a best-in-class customer experience.

Mashreq Product Owners have end-to-end responsibility for the lifecycle of digital products, services and channels within one or more domains; leading a cross-functional squad to set the vision, translate the vision into user stories, and prioritize the product backlog to streamline execution and deliver value to customers.

Responsibilities

1. Leverage deep product/service knowledge to support the creation and maintenance of attractive and compliant value propositions and services.
2. Analyze market trends and competitive dynamics to inform strategic direction.
3. Initiate customer research to drive the development of new solutions.
4. Facilitate & support strategy design across products, channels, pricing, and process quality.
5. Govern strategy implementation, track squad progress, and make necessary adjustments.
6. Prioritize backlog items in alignment with squad & business strategy, customer interests, and feasibility.
7. Monitor planning, budget, and requirements, ensuring backlog items are completed during squad sprints.
8. Support and guide squads to enhance Customer Journeys by leveraging CX data and translating UX and IT landscapes.

Qualifications

1. Minimum of 10 years experience working in digital/agile environments.
2. Minimum of 7 years of Product Owner experience, within banking or software products.
3. Demonstrable, direct experience building products and services using AI and/or Generative AI (including leveraging LLMs).
4. Background in product, engineering, technology, or UX, or related fields.
5. Solid understanding of the software development lifecycle.
6. Proficiency in Agile methodologies.
7. Exceptional leadership, communication, and presentation skills.
8. Strong collaborative spirit and team-oriented mindset.
9. Able to build a sense of trust and rapport that creates a comfortable & effective workplace.
10. Sharp analytical and problem-solving skills.
11. Comfortable navigating ambiguous work environments.

About Us

The leading financial institution in MENA.

While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first.

Together, we pioneer key innovations and developments in banking and financial services.

Our mandate is to help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success.

Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders' value.

We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.