Tech Product Owner - Customer Engagement

Descripción de la empresa

About IAG Tech

IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG). We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes. With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

Our Values

At IAG Tech we share common values to help us create the right culture to underpin our thriving community:

Innovation | we value identifying new ways of using technology to solve business challenges

Empowerment | we value giving people the freedom to operate, that they take accountability, and collaborate with colleagues

Professionalism | we value having and developing the right knowledge and competency to be able to do our jobs to the best of our ability

Transparency | we value honesty and integrity and always share the reality in a manner the business understands

Agility | we value responsiveness, speed and flexibility in everything we do

We celebrate when we see great examples of our values in action and challenge each other when we see these values being ignored.

Descripción del empleo

Purpose of the role:

To be trusted partner of the Customer business area owning the design, delivery and operation of the Customer Engagement Products which includes initiatives and evolutions of Omnichannel, Call Center servicing B2B and B2C, Claims, besides supporting the development and maintenance of the existing solutions, besides new developments and enhancements.

Customer Engagement is composed in three main agile product tribes: Contact Center Tools B2C & B2B, Omnichannel (chatbot / voicebot) and Claims forms. All of them are full stack teams with front and back developers, analyst / squad PO, QA, SM, Tech Lead and Solution Architect.

• As the lead of the “Customer Engagement” products, serve as the customer proxy, responsible for working with Product Management and other stakeholders—including others out of Customer Engagement business (Call Center, Omnichannel, Claims) such as CRM, Ancillaries, Digital and any others within Iberia organization business and technology.

• Keep strong relationship with the rest of Tech POs in Customer and all Customer & Commercial Business to be fully in line with their backlogs and find synergies in both together as a whole.

• Responsible for defining Initiatives / Epics / Stories and prioritizing the Product Backlog to streamline the execution of program priorities, while maintaining the conceptual and technical integrity of the features or components for the team(s).

• Master the products in scope being able to identify and measure the primary and secondary metrics (KPIs) and product value with its OKRs, so the communication between business and the product team is built on metrics besides the day to day decision-making and prioritization

• Play a significant role in maximizing the value produced by the product Customer Engagement teams, ensuring user stories meet the user’s needs and comply with the Definition of Ready and Definition of Done.

• In Customer Engagement, the Product Owner Lead shall have a good understanding of Salesforce, Reservation and DCS travel systems and within Omnichannel, also skills and experience on conversational & linguist experience products (IA and other tooling). In particular, it is desirable to have expertise to be the Tech Product Owner in omnichannel:

• • Deep knowledge on technologies of Natural Language Processing (NLU) and generative language, as GPT family.
  • Being familiarized with platforms and tooling used for training, evualuation and NLU/GPT deployment models
  • Experience in virtual assistants integration through different communication channels as web chatbots, mobile applications, voice assistants (Alexa, Google Assistant) and messaging platforms (whatsapp, facebook messenger, apple business messenger)
  • Tech knowledge in the design and development of APIs to integrate back and front-end services

• Act as a key role/agent in digital and Tech transformation initiatives across the Group and in the Operating Company, in full alignment with Software Engineering and Enterprise Architecture, with their guidelines and inner source model.

Accountabilities

Working in partnership with IAG Tech and the business to:

• Build a strong and trustworthy relationship with Customer Engagement business and other Customer & Commercial Tech and Business stakeholders
• Define product tech features roadmap based on business priorities, prioritize and sequence product features, coordinating Merchandising releases, deciding on timing and content
• Manage product financials, ensuring value is delivered to business at the appropriate cost, in alignment with agile program planning and iterations. Both internal and external cost management within the Merchandising program scope.
• Track value delivered to business and end customers through a proper set of KPIs that measure relevancy (e.g. Revenues), usage (e.g. transaction volumes), performance (e.g. SLAs), quality (e.g. defects) and delivery (e.g. velocity)
• Prepare for Program Increment (PI) or Townhall planning events, update the teams backlog and contribute to the program vision, roadmap, and content presentations
• Support program backlog refinement and prepare for Program Increment (PI) or Townhall planning and play a significant role in the planning event itself.
• Support story definition, providing the clarifications necessary to assist Customer Engagement agile tech teams with their story estimates and sequencing.
• Determine their team Program Increment objectives together with the entire Agile team(s).
• Build, edit, and maintain the team backlog, with input from System Architect/Engineering and other stakeholders.
• Delivery and maintenance of the Customer Engagement products within a DevSecOps model and mindset, being responsible for the delivery and support of new and existing products with quality, speed to market.
• Being able to measure and report based on KPIs and OKRs with Business, Product and Tech end-2-end scope and DevSecOps mindset.
• Prioritize and reprioritize the backlog items based on user value, time, and other team dependencies determined in the PI planning event and refined during the PI.
• Communicate story detail and priorities and ensures the team aligns and agrees on a final iteration plan.
• Collaborate with Customer Engagement business owners, and all areas involved in the B2B, B2C, Claims and Omnichannels end 2 end proceeses, as Ancillaries, Payment, Digital, Loyalty, CRM, Cybersecurity, and other Customer & Commercial agile tech teams to detail stories with acceptance criteria and examples in the form of acceptance tests (Behaviour-Driven Development (BDD))
• Validate that the story meets acceptance criteria, ensuring that it complies with its Definition of Ready (DoR) and Definition of Done (DoD).
• Understand the scope of upcoming enabler work and collaborate with Solution Architects/Engineering to assist with decision-making and sequencing.
• Participate in team demos and retrospectives with Customer Engagement teams and any other stakeholders including the Iteration Retrospectives, with the aim of improving Agile Release Train’s (ART’s), processes and working practices.
• Coordinate dependencies with other Product Owners and Scum Masters.
• Work across teams to define and implement improvement stories that will increase the velocity and quality of the program.
• Attend the relevant Product Management events for planning and Program Backlog/Vision refinement.
• Lead the technical enablers prioritization in coordination with the Technical Leaders and Software Engineering, in order to ensure the DevSecOps model for Customer Engagement products works fluently and evolves in alignment with the standard & patterns
• Ensure the deployment communication and information across the key DevSecOps and IAG Tech stakeholders for Customer Engagement products in CI/CD model.

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Key Relationships/Interfaces

External:

• Third-party strategic partners & key solution suppliers

Internal:

• IAG Tech extended leadership team
• Senior managers/customers from across the Group and relevant business areas
• IAG Tech colleagues: Product Owners, Solution Architect, Product Support, PO Portfolios.

Requisitos

Qualifications

• Educated to degree level or equivalent experience

Desired qualification

• Strong understanding of technology product delivery standards, frameworks, product mindset and agile methodologies
• Salesforce service experience
• Omnichannel experience on virtual assistants integration, NLU/GPT
• SAFe and Agile product management
• AWS certifications and overall knowledge for a product owner

Skills

• Strong leadership, with a proven ability of influencing and persuading internally and externally

• Strong communications skills and transparency to the direct report, colleagues, team and any stakeholders.

• Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions

• Focused on delivering great services that meet business expectations on quality, cost and performance

• Focused on delivery with an agile mindset, customer centric and product mindset.

• Business outcome and value driven

• Problem solving & and understanding of the broader business context (business acumen)

• Systematic and rigorous planning of work and priorities

• Flexibility in a rapidly changing and developing environment, with the ability to work under pressure

• Fluent English & Spanish

Experience

• +5 years of proven experience in similar positions in the travel industry in international companies and +7 years experience working in technologies based on Salesforce service and omnichannel products for Call Center needs

• Desirable knowledge of Salesforce products

• Proven IT leadership, gained in a complex global organization, with extensive experience delivering significant business outcomes and values, through the creation and leadership of agile product teams

• Business partnering, working as a valued partner with senior stakeholders and strategic third parties across a diverse operation

• Experience working with agile methodologies, especially with Scrum & Kanban, and desirable knowledge in SAFe frameworks from the product perspective (SAFE v5 certified desirable, not essential).

• Experience of operating across multiple countries and cultures is desirable, but not essential

Información adicional

Benefits
The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry, working in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses

Diversity and Inclusion
IAG Tech is part of the IAG GBS organisation, and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.

We focus on making Tech a great place to work, with a community that we feel proud to belong to. To help make this a reality, our people strategy focuses on six key domains: Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture. 

We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team. We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background. 

As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030.