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INTRODUCTION

Embark on a transformative journey as a Senior AI Product Owner – VP. At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. In this role, you will drive the launch and evolution of the Contact Center servicing experience, directly impacting our ability to deliver cutting-edge tools to our agents to create seamless, personalized servicing experiences for our customers. This role is central to Barclays’ ambition to modernize and simplify our contact center tools. You’ll be empowered to shape the future of agent and customer experiences, leveraging automation, AI, and out-of-the-box capabilities from our strategic toolsets.

ROLE AND RESPONSIBILITIES

To be successful as a Senior AI Product Owner – VP, you should:

• Be familiar with deploying AI, LLMs, and Agentic Agents (Agentic VP), fluency in AI/ML stack, scaling, guardrails
• Have experience as a Product Owner prioritizing the backlog, drafting user stories, planning, leading, organizing, controlling, and motivating scrum teams
• Demonstrate a customer-centric mindset, familiar with journey mapping, identifying pain points, channel experience, personalization strategies
• Demonstrated experience representing senior-level stakeholders and managing development teams through complex and long-term changes
• Have experience building and iterating on product roadmaps and building business cases to inform decisions and optimize product performance.

Other highly valued skills include:

• Experience operating in a contact center setting or a credit card setting
• Experience with one or more of the following technologies or channels: Web, Apps, Salesforce, Pega, AWS Connect, Chat, IVR
• An outcome-based mindset that is defining OKRs, KPIs for customer success metrics
• Continuously gather feedback from customers and end-users to understand their pain points and ensure that the product meets their needs and improves their overall experience.

You may be assessed on the key critical skills relevant for success in this role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

PURPOSE:

The purpose of a Product Owner is to maximize the value of the product by defining a clear product vision, managing authoring, refining, and prioritizing the Product Backlog balancing trade-offs across desirability, viability, and feasibility – making sure the right thing is being ‘built’, and prioritizing work based on business goals. They act as the primary liaison between stakeholders and delivery teams, ensuring the product meets user/customer needs and delivers optimal value. Product Owners are responsible for developing a roadmap and driving execution of their product area/sub-journey, applying continuous improvement principles and techniques.

ACCOUNTABILITIES

• Ensure Product Alignment with Business Goals: Ensure that the product & its features are aligned with broader objectives, driving value and contributing to the organization’s overall strategy. Utilization of market research, analysis of customer feedback, and monitoring of industry trends to identify new products, features, or enhancements.
• Communicate Product Vision to Delivery Teams: Clearly articulate the product vision and goals to the delivery teams, ensuring they understand, align, and are inspired to deliver the business value and purpose of each feature or user story.
• Create and Refine User Stories: Write clear, concise user stories with detailed acceptance criteria, refining them as needed to ensure the development team has all the necessary information to implement features successfully.
• Agile Events: Participate in key Agile events such as sprint planning, daily stand-ups, sprint reviews, and retrospectives to keep the team aligned and focused on delivering the product backlog.
• Managing the Product Backlog: Responsible for creating, maintaining, and prioritizing the product backlog, ensuring the highest value features are delivered first, based on business needs, customer requirements, and organizational impacts, balancing risk migration and future-proofing against the product strategy.
• Act as the Voice of the Customer: Continuously gather feedback from customers and end-users to understand their pain points and ensure that the product meets their needs and improves their overall experience.
• Acceptance Criteria Definition & Management: Review and accept or reject work completed by the development team during sprints, ensuring that all delivered features meet the agreed-upon acceptance criteria and deliver business value.
• Collaborate with Stakeholders: Work closely with stakeholders (e.g., customers, business leaders, and marketing teams) to gather requirements, define product goals, and ensure that the product vision aligns with business objectives.
• Monitor Product Performance and Iterate: Regularly assess product performance using KPIs and customer feedback, adjusting the product backlog and roadmap to improve functionality and meet evolving customer needs. Manage ongoing readiness and 'run' activities of live products including monitoring, governance, and approvals.
• Risk and Control: Managing risk, including identification of potential risks, development of strategies to resolve or mitigate and escalate as necessary those risks, and alignment between the product management and control functions.

VICE PRESIDENT EXPECTATIONS

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and escalate breaches of policies/procedures.
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counseling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long-term goals and ensuring that budgets and schedules meet corporate requirements.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: L – Listen and be authentic, E – Energize and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will be a subject matter expert within their own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialization to complete assignments. They will train, guide, and coach less experienced specialists and provide information affecting long-term profits, organizational risks, and strategic decisions.
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross-functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organization functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business-aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem-solving processes.
• Seek out, build, and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

LOCATION

This role is located in our Whippany, NJ office.

COMPENSATION

• Minimum Salary: $155,000
• Maximum Salary: $200,000

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

Barclays employees are eligible for a suite of competitive and generous employee benefits, including medical, dental, and vision coverage, 401(k), life insurance, and other paid leave for qualifying circumstances.

This position is eligible for an incentive award.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.