Bots And Ai, Product Owner
vor 1 Monat
Your New RoleThe new Bots and AI Product Owner is responsible for the end-to-end development, enhancement and maintenance of our customer and frontline-facing bot and AI capability.
This includes developing the roadmap (in collaboration with key stakeholders), gathering and prioritising requirements/features, interacting with business teams, customers and front-line staff to understand their needs, analysing market trends and business opportunities and creating a compelling AI vision that aligns with the Fund's strategy.
You will collaborate with internal teams to execute on the roadmap and deliver leading automated solutions to a full production state.
You will define and track the key business and usage analytics data to measure success for the AI capability and take corrective actions where/when necessary.
You will be proactive and make recommendations on initiatives that align with key objectives of digitising the user experience, enhancing the service experience and reducing cost-to-serve.
Key duties include but are not limited to: Develop and maintain a vision for the Member Bot and AI capability, consistent with and enables the Fund's broader business and technology strategy and communicate that vision across the fund.Develop and implement a channel strategy for Bots that integrates with existing channels and processes and creates a seamless experience for members, employers and advisers - to create brilliant experiences and reduce cost to serve.Lead the strategy and execution for AI application into Agent processes and Tools, to improve the agent and member experience.Provide thought leadership on emerging AI applications across the Member Domain, for both members and frontline staff.Establish KPIs and ways to evaluate AI performance, create reports and presentations to communicate insights, trends and recommendations to key stakeholders.Collaborate with technology, service, communications and marketing teams to extend the knowledge capability and feature sophistication of the bots.Ensure bots' knowledge base is appropriately written and structured, up to date (i.e constantly maintained and factually correct) and reviewed by internal teams including Compliance, Comms, Marketing and legal (where necessary).
This includes creation and sharing of release notes to relevant teams.Act as an ambassador for the capability internally and externally, and as the primary Member contact for queries related to the Bots and AI.What You'll Need Experience owning and running a bot/AI function within an enterprise organisation.A high level of awareness of emerging AI frameworks and LLMs.Experience with contact centres and designed and developed solutions in this space.Strong understanding of Digital support more broadly, including proactive chat, messaging, knowledge management, help centres.Demonstrated successful leadership of agile teams in the delivery of products/product features to market.Combination of technical aptitude/judgement, commercial acumen, and product management skills.Demonstrated experience in leveraging customer insights to build and develop tailored, innovative, and differentiated products and solutions.Demonstrated negotiation and decision-making ability.Ability to solve problems with consideration to business impact.Ability to influence at senior levels, along with well-developed communication and presentation skills.What's NextApply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
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