Product Owner - Disruption Management

Job Description

Accountabilities

• Own the end-to-end guest voice journey, analysing how customers interact with the IVR, identifying drop-off points, failure scenarios, and opportunities to improve containment and satisfaction.
• Design, implement, and continuously optimise conversational IVR and voicebot experiences, leveraging AI and Natural Language Understanding to replace traditional menu-based flows.
• Define and manage the IVR product roadmap, including new use cases, journey enhancements, and continuous improvement initiatives aligned to guest and business needs.
• Conduct detailed performance analysis and AI validation, monitoring accuracy, failure rates, intent recognition, journey breaks, and overall effectiveness of the voice platform.
• Use data from call centre metrics, Voice of Customer feedback, NPS, and analytics tools to drive measurable improvements in self-service adoption and guest experience.
• Maintain hands-on ownership of IVR configuration and tuning, including scripting and fine-tuning voice flows, prompts, and logic (not development from scratch, but active platform ownership).
• Partner closely with Contact Centre, Digital Technology & Innovation (DTI), Product, and other stakeholders to translate business and guest requirements into scalable technical solutions.
• Challenge delivery timelines and technical approaches where appropriate, drawing on prior implementation experience to drive efficient and pragmatic outcomes.
• Oversee testing, deployment, and ongoing optimisation of IVR releases, ensuring high availability, reliability, and performance at scale.
• Stay current with emerging trends in Conversational AI, voice technology, and customer self-service, bringing forward innovative ideas to enhance the platform.

Qualifications

• Bachelor’s degree in Information Technology, Digital Transformation, Engineering, Business, or a related discipline.
• Minimum 5 years’ experience owning or delivering IVR / voice platforms in a high-volume, consumer-facing environment (airline, travel, hospitality, telecoms, financial services, or similar B2C industries strongly preferred).
• Demonstrated experience implementing or optimising intent-based, conversational IVR or voicebot solutions, ideally within large-scale contact centres (2M+ calls per year).
• Strong hands-on experience with leading IVR and voice platforms such as Genesys, NICE, Avaya, Cisco, Amazon Connect, or equivalent.
• Working knowledge of IVR scripting and configuration (e.g. VoiceXML, Java, Python, or proprietary tooling); development background advantageous but not essential.
• Highly analytical mindset with proven ability to diagnose performance issues, validate AI accuracy, and translate data into actionable improvements.
• Solid understanding of contact centre operations, call routing, telephony concepts, and end-to-end customer journeys.
• Excellent stakeholder management and communication skills, with the ability to explain technical concepts to non-technical audiences and confidently challenge delivery assumptions.

Additional Information

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