Product Owner Conversational AI

Details

As a Product Owner within Grid Customer Interaction & Conversational at ABN AMRO you will develop, maintain and implement customer interaction solutions that enhance customer engagement and satisfaction. You will be responsible for optimizing interaction solutions and enhancing customer interactions using Conversational AI and Advisor‑Assist technologies, working in an Agile Scrum with DevOps methodology. The role focuses on conversational chat (chat/Dialogue) solutions that integrate across digital channels, leverage data and LLMs to provide intuitive, dialog‑driven customer experiences, and improve metrics such as first‑time right and cost reduction.

Responsibilities

• Act as Product Owner for Conversational Chat (Chat / Conversational dialogue), owning the product vision and development backlog.
• Define epics, features and user stories based on vision and customer needs.
• Manage and prioritise the product backlog, making strategic incremental choices to improve or expand services.
• Collaborate with UX, digital consultants, analysts and development teams to develop and innovate solutions.
• Coordinate with other departments and Product Owners to align strategy and deliver seamless cross‑channel conversational experiences.
• Work with onshore support and offshore DevOps teams to utilise, further develop and manage conversational chat capabilities.
• Act on responsibility in case of production issues and ensure risks are identified and mitigated.
• Use customer feedback and data (large datasets) to drive adjustments and continuous improvement.

Requirements

• Several years of demonstrable experience working as a Product Owner with stakeholder management experience.
• Experience working with Agile Scrum and DevOps methodologies for product development.
• Expertise in conversational chat/Conversational AI and integrating chat across digital channels to ensure accessibility and effectiveness.
• Familiarity with recent developments in Conversational AI, particularly Large Language Models (LLMs).
• Proven track record improving customer experience through conversational chat solutions, ideally in large organisations with high chat volumes.
• Experience using data and large datasets to inform product decisions and improvements.
• Evidence of delivering cost reductions and improving first‑time right in chat interactions.
• Strong prioritisation skills and the ability to manage a product backlog effectively.

Working environment

• The department has a startup‑like feel; results oriented and open to practical, out‑of‑the‑box solutions.
• You will work with Lead Product Owners, IT leads, other Product Owners, UX and analytics colleagues in a collaborative environment.
• The role involves interaction with onshore and offshore teams.

Benefits

• Salary range shown: € 5.847 - € 8.353 per month.
• Excellent employment conditions and support for personal development.
• Diverse and inclusive culture with extensive internal career opportunities.

Equal opportunities

ABN AMRO encourages an inclusive culture in which all colleagues feel engaged and appreciated. Diversity is important for delivering innovative solutions to clients.