01Overview
Role & responsibilities
Decision & Ownership Scope
Own day to day backlog prioritization, story readiness, and sprint acceptance
Act as the first point of decision for delivery teams, escalating only strategic trade offs
Ensure alignment between business outcomes, customer experience, and technical feasibility
Backlog & Story Management
Own and continuously refine the product backlog across conversational journeys and platform capabilities
Write clear user stories, acceptance criteria, and definitions of done for: Conversational flows; Integrations and APIs; AI / NLP enhancements
Maintain traceability from business objectives journey intent story
Conversational Journey Ownership
Define end to end conversational journeys (happy paths, edge cases, regulatory exceptions) across Payments & Transfers, Cards & Lending, Accounts & Servicing, Wealth & Investments
Partner with UX and Conversation Designers on: Dialogue flows; Bot persona and tone; Accessibility and inclusive design
Conversational AI & GenAI Enablement
Collaborate with AI/NLP teams to define: Intent taxonomy and reuse strategy; Entities, training data, and confidence thresholds
Support GenAI powered journeys through prompt design, testing, hallucination mitigation, guardrails, fallback logic, and grounding approaches
Ensure seamless human handover and agent assist alignment
Stakeholder & Delivery Collaboration
Act as the primary interface between business, technology, UX, AI, and operations
Facilitate sprint ceremonies and backlog reviews
Translate stakeholder needs into delivery ready outcomes
Quality, Risk & Compliance
Ensure conversational journeys meet banking, data privacy, and security standards
Coordinate UAT, defect triage, and release readiness Partner early with Risk, Compliance, and Legal teams
Metrics & Continuous Improvement
Define and track metrics including containment, deflection, agent transfer rate, intent accuracy, task success, drop offs, and CSAT/CES
Use analytics and interaction logs to inform backlog prioritization
Preferred candidate profile
We are seeking a Proxy Product Owner to support the delivery and evolution of a Conversational Banking Platform, combining rule-based automation and Generative AI to serve customers across core banking journeys. This role acts as the execution level Product Owner, representing the Product Owner in day-to-day delivery, translating strategy into high quality conversational experiences across digital channels.
Must Have Skills & Experience
58 years in IT, Digital, or Banking environments
2+ years as Product Owner, Proxy PO, or Business Analyst in Agile teams
Strong understanding of retail banking journeys
Hands on experience with Jira, Confluence, Agile delivery
Exposure to conversational AI or chatbot platforms
Understanding of APIs, integrations, and system dependencies
Solid communication and stakeholder management skills .
