Job Title: Product Owner

- AI Enabled Voice and Chat SVS (within the Voice Channels and Conversational Banking value stream) is globally accountable for HSBC’s omni-channel, cloud-enabled Contact Centre as a Service (CCaaS) platform. The platform equips contact centre colleagues with the tools, insights and support to deliver seamless, efficient, high-quality service. It includes real-time and post-interaction generative AI capabilities, underpinned by enhanced operational data and BI, to improve colleague productivity and customer outcomes.
- We’re hiring an experienced Product Owner to join our growing product team. You’ll help shape the long-term CCaaS product strategy and roadmap, increase automation through traditional and generative AI, and drive delivery across IWPB and home markets.

In this role, you will:

- Support the Value Stream Lead Product Owner to evolve the CCaaS strategy, operating model and multi-year capability roadmap.
- Own and prioritise a transparent product backlog (epics, user stories, acceptance criteria), aligned to measurable outcomes.
- Lead design and delivery of key SVS capabilities that simplify the agent experience and improve customer outcomes, using AI where it adds value.
- Partner with engineering, architecture, IT product owners, vendors and delivery teams to define functional and non-functional requirements (security, resilience, performance, data/privacy).
- Balance ROI, reliability, risk, regulatory constraints and cross-team dependencies; make clear trade-offs across markets and stakeholders.
- Define and track success measures (e.g., AHT, FCR, CSAT/NPS, quality outcomes, automation/containment, adoption, operational efficiency) and drive continuous improvement.
- Ensure responsible use of AI: appropriate controls, monitoring, human-in-the-loop design where needed, and alignment with governance expectations.




- Stay current on AI and CCaaS trends; use research, analytics and colleague feedback to identify and validate opportunities.

To be successful you will:

- Strong product ownership experience at enterprise/global scale (platform and/or complex digital products).
- Proven end-to-end product delivery: discovery, business case, requirements, delivery, launch, and benefits realisation.
- Experience delivering AI-enabled products (GenAI experience preferred); contact centre experience is a plus.
- Practical Design Thinking skills and ability to lead “run-ahead” discovery with Design, Analysis, Architecture and Engineering.
- Protected/Agile experience, including quarterly planning cycles and dependency management across multiple teams.
- Excellent stakeholder management, including influencing senior leaders without direct authority.
- Strong problem-solving skills and ability to simplify complex challenges into actionable plans.

Hsbc.Com/Careers You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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Issued By HSBC Electronic Data Processing (India) Private LTD

📌 Product Owner (Bengaluru)
🏢 HSBC
📍 Bengaluru