Product Owner - Channel Experience
Apply remote type Hybrid locations Pinelands time type Full time posted on Posted 2 Days Ago job requisition id JR-60726
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Job Description
The Channel Experience Product Owner collaborates with cross-functional teams to drive implementation of Old Mutual’s omni and opti-channel strategy and digital-first customer engagement transformation. The role focuses on prioritizing and managing the product backlog to deliver seamless and efficient channel experiences, ensuring alignment with strategic objectives and customer needs.
Key Responsibilities
- Strategic Execution: Align channel product objectives with the omni and opti-channel strategy, define the roadmap, and translate goals into actionable deliverables.
- Backlog Management and Agile Delivery: Own and prioritize the product backlog, manage feature requests, and collaborate with Agile teams for iterative delivery through sprints and Product Increments.
- Stakeholder Collaboration: Engage with IT, Customer Service, Operations, and other Product Owners to ensure alignment and smooth execution of channel initiatives.
- Customer Focus: Leverage customer insights and analytics to prioritize enhancements that improve omni-channel experiences and meet customer expectations.
- Regulatory Compliance: Ensure all channel enhancements comply with regulations and company policies, minimizing risks.
- Data Analysis: Use data to evaluate the impact of channel improvements on customer satisfaction and business performance.
- Documentation: Maintain detailed and transparent records of channel related features, initiatives, and outcomes.
- Feature Sizing and Business Value: Evaluate and prioritize features by sizing them and assigning business value to ensure effective delivery.
- Product Lifecycle Management: Oversee the lifecycle of channel products from ideation to optimization, ensuring continued alignment with strategic goals.
- Innovation and Market Competitiveness: Drive innovation by leveraging emerging technologies and ensuring Old Mutual remains competitive in its channel offerings.
- Product Roadmap Communication: Define and communicate the product roadmap, updates, and priorities to stakeholders and cross-functional teams.
- Product Metrics and Performance: Establish and track KPIs to measure the success of channel enhancements and identify areas for improvement.
- Technology Enablement: Collaborate with IT to implement tools, integrations, and platforms that enhance omni-channel efficiency and branch modernization.
- Cost Efficiency and Budgeting: Monitor costs and ensure a strong ROI for channel improvements and transformations.
- Operational Risk Management: Identify and mitigate risks in channel operations, ensuring consistent and reliable customer experiences.
- Team Enablement: Provide Agile teams with the resources and clarity needed to deliver channel priorities effectively.
- Dispute and Escalation Management: Develop frameworks to address escalations and improve systemic issues in customer interactions across channels.
MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)
- Education: Bachelor’s degree in Commerce, Computer Science, Information Systems, Business, Finance, MBA or a related field.
- Minimum of 5 years in roles such as Product Owner, Business Analyst, or Project Manager within an Agile environment.
- Minimum of 3 - 5 years demonstrated, relevant experience in a large, complex organization preferably in the financial services industry.
- Proven experience in financial services, insurance, or fintech industries.
- Demonstrated ability to deliver customer-focused solutions iteratively.
- A postgraduate qualification is advantageous.
- Proven experience with several agile development methodologies, frameworks and concepts, including Kanban, Scrum, continuous delivery.
- Knowledge in Systems thinking is advantageous.
- Experience with customer journeys, demonstrated ability to synthesize data, and strong program/project management skills.
- Experience in defining and delivering successful products in the digital space is required.
- Good understanding of User Experience best practices.
- Experience working in a collaborative multi-disciplinary team within an interactive process and/or an Agile development methodology.
- Self-starter with outstanding organizational skills and ability to track multiple dependencies (3-5) going on all at once.
- Ability to thrive in a fast-paced environment, comfort in a dynamic and fast-moving work environment.
- Excellent communication skills; ability to communicate messages in simple language for better buy-in and tell a compelling story.
- Ability to build relationships and engage with various stakeholders to drive value proposition.
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
- Project Management Tools: Proficiency in tools such as JIRA, Trello, or Asana for managing and tracking change requests.
- Data Analysis Tools: Experience with data analysis and visualization tools like Excel, Tableau, or Power BI.
- CRM Systems: Familiarity with Customer Relationship Management (CRM) systems such as Salesforce.
- Financial Software: Knowledge of financial software and systems used in the insurance industry.
- Agile Methodologies: Understanding and experience with Agile methodologies and frameworks like Scrum or Kanban.
- Technical Documentation: Ability to create and manage technical documentation related to product changes and requirements.
COMPETENCIES REQUIRED
- Detail-oriented with a strong focus on accuracy.
- Customer-focused with a commitment to delivering high-quality service.
- Proactive and able to manage multiple priorities in a fast-paced environment.
- Strong leadership skills with the ability to influence and drive change.
- Collaboration and Relationship Building.
- Strategic and Critical Thinking.
- Continuous Improvement Orientation.
Closing Date : 06 December 2024
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.
All prospective employees are required to disclose their vaccination status as part of the recruitment process.
Please refer to Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.
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