Tech Product Owner - Customer Engagement
Contract Type: Permanent
About IAG Tech
IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia. Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology. Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.
We use product-centric delivery teams employing agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.
Purpose of the Role :
To be a trusted partner of the Customer business area, owning the design, delivery, and operation of the Customer Engagement Products. This includes initiatives and evolutions of Omnichannel, Call Center servicing B2B and B2C, Claims, as well as supporting the development and maintenance of existing solutions, alongside new developments and enhancements.
Customer Engagement is composed of three main agile product tribes: Contact Center Tools B2C & B2B, Omnichannel (chatbot/voicebot), and Claims forms. All of them are full-stack teams with front and back developers, analyst/squad PO, QA, SM, Tech Lead, and Solution Architect.
As the lead of the 'Customer Engagement' products, you will serve as the customer proxy, responsible for working with Product Management and other stakeholders—including others outside of the Customer Engagement business (Call Center, Omnichannel, Claims) such as CRM, Ancillaries, Digital, and others within the Iberia organization business and technology. Maintain strong relationships with the rest of the Tech POs in Customer and all Customer & Commercial Business to ensure alignment with their backlogs and identify synergies.
Responsibilities include defining Initiatives/Epics/Stories and prioritizing the Product Backlog to streamline the execution of program priorities, while maintaining the conceptual and technical integrity of the features or components for the team(s). Master the products in scope, being able to identify and measure the primary and secondary metrics (KPIs) and product value with its OKRs, ensuring communication between business and the product team is built on metrics, in addition to day-to-day decision-making and prioritization.
Play a significant role in maximizing the value produced by the Customer Engagement teams, ensuring user stories meet the user's needs and comply with the Definition of Ready and Definition of Done.
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