Purpose of the role
The person will be responsible for driving the strategic direction, development, and optimization of our Gen AI Products. Enhancing experience across various touchpoints, ensuring seamless interactions and productive transactions for our end users.
Job & Responsibilities:
· Lead product lifecycle management for digital channels and customer experience solutions.
· Collaborate with cross-functional teams, including design, platform, and operations, to define product requirements and deliver high-quality solutions.
· Champion customer-centricity throughout the organization and drive initiatives to increase customer satisfaction and loyalty.
· Build and maintain relationships with stakeholders to leverage their expertise and drive innovation.
· Work with other Product Managers and business to ensure the products and services are always designed with customer First solutions.
· Help teams with Agile project management and work with project management leads and tech for delivery.
· Create user stories with acceptance criteria,
responsible for creating various user flow diagram, data flow diagram.
· Ensure process adherence, testing and timely release of Products.
· Conduct market research and competitive analysis to identify emerging trends and opportunities for product improvement.
· Support customer support teams by providing product expertise and resolving escalated customer issues.
· Contribute to the development of product documentation, including user manuals, FAQs, and training materials.
· Lead cross-functional project teams, ensuring alignment on project goals, timelines, and deliverables.
· Collaborate with senior leadership to establish product strategy and roadmap, advocating for resources and investment as needed.
· Serve as a role model for customer-centricity and product excellence within the organization, inspiring others to prioritize customer needs and satisfaction.